Highly versatile, senior management professional offering over 15 years of experience in business improvement predominantly with online companies. Exceptional track record in delivering at pace and leading business units to achieve higher levels of customer satisfaction and bottom-line improvements. Outstanding team player and analytical problem solver, skilled in leading and developing teams, aligning stakeholders’ priorities, and driving
Highly versatile, senior management professional offering over 15 years of experience in business improvement predominantly with online companies. Exceptional track record in delivering at pace and leading business units to achieve higher levels of customer satisfaction and bottom-line improvements. Outstanding team player and analytical problem solver, skilled in leading and developing teams, aligning stakeholders’ priorities, and driving forward strategic company objectives.
Cost per Acquisition Improvement
Churn / Cross-sell Propensity Models
Net Promoter Score
Lean Six Sigma Master Black Belt
Agile Scrum Master (SCRUM methodology)
Group Head of Customer Services @ From September 2015 to Present (2 months) Malta/UKManaging Director - Malta @ From January 2015 to Present (10 months) MaltaHead of Customer Experience @ Leading a team of Product Managers, Business Analysts, Service Improvement Specialists and Resource Planning Analysts to deliver a seamless customer experience and enable optimum service levels for our customer facing staff. Focusing on leveraging technology to enable competition beating, multi-channel customer service, aimed at improving customer acquisition, retention and reducing propensity to contact. From September 2012 to September 2015 (3 years 1 month) UK/MaltaHead of Business Improvement @ Responsible for the Business and Process Improvement team, leading the operational excellence programme across the group. Achievements include driving the Casino P&L to record revenue figures and profitability and successfully deploying a programme aimed at improving early life retention. Other key projects: CRM campaign delivery using Kanban boards, use of multi-variate analysis for improving player retention, innovative use of linear and binary logistic regression models for cross-sell targeting and churn prevention, player profiling and segmentation for increasing mobile uptake. With a focus on a data driven and a structured prioritisation process, I ensured that the team focused on projects aligned with business strategy and worked closely with the Chief Commercial Officer and Managing Directors to deliver measurable incremental revenue and cost savings. From May 2008 to September 2012 (4 years 5 months) Malta/UKFounder-Owner @ Company providing cutting edge Lean Six Sigma training and certification to a number of companies spanning across different industries. Particular focus on the application of Lean Six Sigma for e-commerce, marketing, customer retention, improving on-line customer journeys and product development. From January 2006 to August 2012 (6 years 8 months) MaltaBusiness Manager @ Full P&L responsibility for 2 key Business Units with over 120 employees. Led the team through a period of significant growth enabled by winning major contracts with key automotive and industrial customers. Responsible for Operations, Continuous Improvement, Logistics, New Product Development and Business Development.
Six Sigma and Quality Manager (Nov 2003 - Nov 2006) From November 2003 to May 2008 (4 years 7 months) Malta/StuttgartLean Six Sigma Black Belt @ From 2002 to 2003 (1 year) Cleveland, Georgia, USA
MSc, Engineering Business Management, Distinction @ University of Warwick From 2001 to 2002 B.Eng (Hons), Engineering @ University of Malta From 1993 to 1997 St. Aloysius College Antoine Bonello is skilled in: Business Process..., Six Sigma, Operational Excellence, Strategy, Customer Retention, Customer Experience, Program Management, Customer Service, Management Consulting, CRM, Customer Acquisition, Lean Six Sigma, Customer Satisfaction, Online Gambling, Business Strategy, Business Analysis, Change Management, Project Portfolio..., P&L Management, E-commerce, Agile Project Management, Customer Engagement, Black Belt, Business Transformation, Brand Loyalty, Stakeholder Management, Online Casino, Net Promoter Score, Online Gaming, Bonusing Efficiency, Cost Per Acquisition, Customer Loyalty
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