Ashok Anumolu

System Optimization for High-Volume Support

• Managed the Salesforce Service Cloud instance supporting [Number, e.g., 500+] customer service agents across multiple brands (e.g., Ladbrokes, Coral, bwin).
• Configured Omni-Channel routing to prioritize tickets based on player tier (VIP vs. Standard) and inquiry type (Deposit Issues vs. Tech Support), reducing VIP response time by 30%.
• Implemented Email-to-Case and Web-to-Case parsers to handle spikes in ticket volume during major sporting events (e.g., Grand National, World Cup), ensuring 99.9% system uptime.

Compliance & Safer Gambling Automation

• Designed critical Validation Rules and Flows to enforce "Safer Gambling" protocols; prevented agents from reactivating accounts without mandatory "Cooling-Off" period verification.
• Built a custom Approval Process for manual bonus issuance, ensuring credits over $[Amount] required Manager approval to prevent fraud and revenue leakage.
• Collaborated with the Compliance team to implement automated alerts for high-risk accounts, ensuring strict adherence to UKGC (UK Gambling Commission) and international regulations.

VIP & Commercial Growth

• Customized Sales Cloud for the VIP Management team to track "Player Lifetime Value" and betting patterns, enabling targeted retention campaigns that reduced VIP churn by 15%.
• Created Dynamic Dashboards for Regional Directors to visualize First Time Depositor (FTD) trends and Account Manager performance in real-time.

Platform Maintenance & Migration

• Spearheaded the migration of legacy Workflow Rules to Flow Builder, optimizing system performance by reducing CPU limits during peak betting windows.
• Maintained strict data security using Permission Sets and Sharing Rules to ensure agents only accessed player data relevant to their specific region/brand (Segregation of Duties).
• Performed weekly data cleansing using Data Loader to merge duplicate player records, ensuring a "Single Customer View" for marketing and support teams.