Hugh Casey's Email

Upon completing an undergraduate degree in Journalism & German, I set about putting those skills to practice while filling out the Paddy Power job application form, writing about how I would recognise the back of Bosko Balaban's head and how I knew Paul Parker's middle name. I got the job. And it's Andrew, in case you're wondering. While working in Paddy Power's customer support department, I got the opportunity to see the various parts of a fast-moving eCommerce business at work, and I was fascinated with what I saw. After a year in customer service, I got the opportunity to learn about the operation of a P&L after being promoted to the Games team. While in this role, I gained great exposure to tactical marketing, product management, budgeting, customer segmentation, customer lifecycle management, and site operations/support as well as learning the nuances of blackjack, roulette and slots games. My life's ambition is to get kicked out of a casino because they think I have an edge. Nearly six years later, I now product manage Paddy Power's eCasino channels which is a many-headed beast. I spend a lot of time thinking about our customer's and how I can make their life better. Once I've figured that out from looking at qualitative and quantitative data, I work with our internal development teams using lean and agile methodologies, our third party commercial partners and various other functions across the business to make my dream a reality. In my spare time, I torture myself by being a Kildare football fan (just the 87 years without an All-Ireland now) and spending a disproportionate amount of my time watching and talking about soccer. I also dabble in web design and new technologies as a hobby. I recently built a Python powered app that sends alert emails when defined apps have been updated in the App Store. Drop me a line if you want to discuss product management, agile methodologies or the ills of League of Ireland football.

Product Manager @ In August 2013, I moved to Paddy Power's Casino team to manage the product function on mobile and desktop. My responsibilities have grown over this period, and I now product manage both mobile and desktop platforms for our Games and Vegas businesses too. eGaming was worth over €80m to Paddy Power in H1 2015. My role requires me to prioritise the product backlog for these businesses by analysing business metrics, performing customer research, keeping in touch with market trends and maintaining strategic alignment with the rest of the organisation. I work with internal development teams to deliver this roadmap using lean and agile methodologies. In addition to managing the roadmap, I also work with our third party suppliers to curate a best-in-class portfolio of gaming content. From August 2013 to Present (2 years 5 months) Operations Manager @ I was promoted to Operations Manager in May 2012 and hired two Operations Executives to create an Operations team. This reflected the increased complexity of the product over time. This allowed me to work on the operations function from a more strategic viewpoint, building an operations roadmap for the year and focussing on process improvement. Achievements • Built an operations team consisting of two direct reports • Developed and implemented PP Games' first Operations Roadmap • Acted in advisory capacity as a platform expert for PP's Roller Casino and paddypower.it businesses • Managed operational relationships with 20+ third party gaming suppliers, also overseeing technical, compliance and testing aspects of the integration of eight external gaming platforms From May 2012 to July 2013 (1 year 3 months) Operations Executive @ Reponsible for managing site content, operational execution of marketing campaigns, managing escalated queries from the customer service team, managing 1-to-1 relationships with VIP customers, process improvement and automation, competitor reporting, site testing, supporting release rollouts and scheduled/ad-hoc reporting. Achievements • Oversaw the test and development cycle for a record 101 games in the calendar year 2010. • Supported the rollout of a successful PP Games website redesign • Played a key role in the execution of PP Games' unprecedented 24 Games in 24 Days and 24 Games in 24 Hours promotions. • Designed and managed the automation of daily reports, saving the business teams in excess of 7 hours per week. From October 2009 to May 2012 (2 years 8 months) Customer Service Agent @ Responsible for answering, escalating and resolving customer contacts using phone, email and live chat mediums in Paddy Power's sports support unit. The role consisted of dealing with customers who contacted the customer service department correctly, dispute resolution from issues experienced by customers using our phone betting service and executing security procedures on new accounts. Achievements: • Maintained a consistent score of 100% in all contact quality reviews • Worked on the original Paddy Power Knowledgebase as the sole administrator, and spearheaded the creation of content and style guide based on qualitative research which I performed on the database of customer contacts. • Worked on a proof of concept SEO project to increase the search engine ranking of former Paddy Power business unit paddypowertrader.com. The project improved the Google ranking of the site for some competitive keyword phrases. From September 2008 to September 2009 (1 year 1 month)

BA, Journalism with a language @ Dublin Institute of Technology From 2004 to 2008 Hugh Casey is skilled in: Casino, Gambling, Online Gambling, Content Management, Gaming Industry, Facebook, Online Advertising, Social Networking, Social Media, Copywriting, E-commerce, Team Management, Customer Service, Customer Experience, Product Management