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Player Services Representative
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Competencies
Utilized statistical methods and tools to interpret complex datasets and generate actionable insights.
Used SQL to query large databases for report generation and data extraction.
Created complex spreadsheets and dashboards to visualize data trends.
Worked closely with marketing, sales, and IT teams to support data-driven projects.
Education
Summary
Experienced data analyst skilled in transforming data into actionable insights within the retail sector.
Key Achievements
- Led the development of a sales data dashboard that improved reporting efficiency
- Analyzed customer purchasing patterns to assist in targeted marketing campaigns
- Collaborated with cross-functional teams to enhance data collection processes
Experience
Player Services Representative
Handled customer queries via phone, chat, and email., Assisted with website cashier issues, wagering, website rules, navigation, and troubleshooting., Resolved product and billing issues with empathy and efficiency., Documented customer interactions and feedback to support product development.
Financial Operations Agent (Deposits, Processors and Refund Department)
Monitored payment processors and evaluated deposit approval rates., Coordinated with processors to verify the secure processing of all transactions., Managed customer communications through Vocalcom (emails)., Performed payout reviews to ensure timely and accurate payments to the correct accounts or wallets., Generated hourly reports detailing deposit information and values from each deposit channel.
Fraud Specialist
Handled fraud escalations via phone, chat, and email., Managed document validation, payout risk reviews, account takeover claims, and validation of referral bonuses., Use Jira to have a better communication channel and track any fraud practice in bulk., Detected and prevented bonus abuse, credit card fraud, and managed profile groups., Reviewed daily deposits by utilizing AcuityTec to analyze deposit points through the scrubber system., Recovered negative balances in accounts and conducted risk assessments for deposit limit increases and account reactivation., Prepared clear, concise documentation of investigative findings, ensuring timely and accurate reporting aligned with regulatory standards., Responded to alerts and customer inquiries related to potential fraud, providing high-quality service while safeguarding client assets., Assisted in developing and refining fraud detection rules, case handling procedures, and escalation protocols.
Quality Assurance
Ensured quality standards were consistently met within the team., Prepared and implemented a Quality Assurance scorecard to evaluate the fraud team., Promoted a collaborative culture to maintain team engagement and effective teamwork., Identified workflow and production issues and proposed effective solutions., Documented quality assurance activities and created reports for both the company and agents., Developed training materials and standard operating procedures for the team., Provided insightful summaries and analysis of fraud investigations, facilitating knowledge sharing., Collaborated with supervisors to perform miscellaneous duties and support departmental goals.
Senior Supervisor
Supervised and led a team of fraud analysts and investigators to monitor, identify, and prevent fraudulent activity across various financial channels., Managed a team of 19 support agents across phone, email, and chat channels., Ensured KPIs were consistently met or exceeded., Conducted performance reviews, coaching sessions, and career development planning., Trained, coached, and mentored team members to enhance investigation techniques, compliance awareness, and productivity., Created and maintained performance reports and KPIs to track departmental effectiveness and present findings to senior management., Collaborated with QA and training teams to enhance on-boarding processes., Identified trends in customer inquiries to inform and drive product and service improvements., Developed and implemented a structured reward and tier program to motivate agents and drive performance through a clear and incentive framework.