Junior Sales and BizDev · betting, igaming

GABRIELA ALVARADO DAVILA Madison Heights, MI PROFESSIONAL SUMMARY Bilingual (English/Spanish) Customer Success & Sales Specialist with 18+ years of experience in high-volume, performance-driven environments. Proven track record of increasing customer retention, reactivating inactive accounts, and driving revenue through strategic upselling and relationship management. Recognized for consistently exceeding sales targets and delivering top-tier customer experiences across phone, chat, and digital channels. CORE STRENGTHS ● Customer Retention & Reactivation ● High-Volume Call & Chat Handling ● Sales Conversion & Upselling ● VIP Account Management ● Conflict Resolution & Problem Solving ● CRM & Data Systems (SAP, DGS, MS Office) ● Bilingual Communication (English/Spanish) PROFESSIONAL EXPERIENCE ARB Interactive Gaming — Customer Service Representative 2024 – 2025 ● Managed high-volume live chat support, onboarding new users and resolving account issues in real time ● Improved customer satisfaction by delivering fast, accurate, and solution-focused support ● Contributed to retention by proactively identifying user needs and offering tailored solutions Bookmaker / JustBet, San José — Sales & Customer Service Representative 2023 – 2024 ● Reactivated inactive accounts through targeted outbound outreach, increasing active user base ● Drove revenue through upselling and personalized customer engagement strategies 2 ● Delivered multi-channel support (phone, chat, email, SMS) while maintaining strong client relationships Jazz Sports, San José — Sales & Customer Service Representative 2021 – 2023 ● Consistently exceeded sales quotas through strategic customer engagement and product knowledge ● Increased customer retention by building long-term relationships and providing proactive support ● Managed high-volume inbound/outbound communications across multiple platforms VIG iGaming, San José — Administrative Assistant 2018 – 2021 ● Managed payroll and HR data for 400+ employees with high accuracy ● Generated financial and operational reports to support leadership decisions ● Streamlined scheduling and administrative processes to improve efficiency VRB, Santa Ana — Wagering Supervisor & Support Agent 2015 – 2018 ● Supervised wagering operations, agent accounts, and betting limits ● Produced weekly financial and performance reports to track business metrics ● Resolved claims, collections, and operational issues efficiently Metallic Sports, Santa Ana — Support Agent 2013 – 2014, 2009 – 2011 ● Provided accounting and wagering support to agents ● Managed collections and reporting with a high level of accuracy ● Maintained detailed performance tracking and reporting systems DHi Global Trading Services, Pavas — Administrative Assistant 2011 – 2012 ● Supported sales operations, accounting, and collections processes ● Prepared financial reports and coordinated internal operations TECHNICAL SKILLS Microsoft Office Suite SAP DGS Program Management Windows OS LANGUAGES Fluent in English & Spanish