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Fraud and Customer Support Specialist with 5+ years in iGaming
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Competencies
Applied fraud detection techniques and collaborated with teams to improve security protocols in the iGaming industry.
Provided multi-channel support in a high-volume environment, resolving issues efficiently and maintaining high customer satisfaction.
Managed high-value client portfolios, using CRM tools to guide engagement strategies and increase activity.
Demonstrated strong written and verbal skills through professional correspondence, training, and process development.
Utilized CRM systems to analyze user behavior, customize offers, and improve client outreach efforts.
Education
Languages
Summary
Experienced in iGaming industry operations, specializing in fraud detection, customer service, and account management with a focus on customer satisfaction and security.
Key Achievements
- Managed detailed fraud case documentation and collaborated with risk management to enhance detection strategies.
- Delivered consistent high CSAT scores and received multiple awards for exceptional customer support.
- Increased player retention by 20% through personalized communication and strategic account management.
Experience
Financial Fraud Agent
Created and managed detailed fraud case documentation, ensuring clarity, accuracy, and compliance with internal procedures., Collaborated with cross-functional teams to investigate suspicious activity, using Agile methodology to prioritize and resolve cases efficiently., Provided timely and...
Customer Service Representative
Delivered multi-channel customer support (email, chat, phone) for platform users, assisting with account issues, betting concerns, and technical troubleshooting., Maintained highest CSAT scores and internal QA metrics across the support team; consistently rated “5” by customers., Recognized twice...
Account Manager / Customer Experience Specialist
Managed a portfolio of sportsbook and casino player accounts, focusing on high-value customers and increasing retention through personalized engagement and timely promotions., Utilized CRM tools to track user behavior, anticipate player needs, and deliver customized offers, resulting in a 20%...