Experience

DAZN Bet

• Gibraltar
• Gambling Facilities and Casinos
• 100 - 200 Employee

• Payments Team Leader

  • Sep 2022 - Present

  Gibraltar, Gibraltar • Monitor account registrations, deposits and withdrawals, while reviewing and verifying customer documents for authenticity • Detect unusual/fraudulent activity, investigate and subsequently close suspicious accounts in order to mitigate risk to the business • Detect and represent chargebacks related to 1st/3rd party fraud • Verify and process withdrawals accurately and in a timely manner while taking into account incoming deposits, fraud alerts and reports • Liaise with… Show more • Monitor account registrations, deposits and withdrawals, while reviewing and verifying customer documents for authenticity • Detect unusual/fraudulent activity, investigate and subsequently close suspicious accounts in order to mitigate risk to the business • Detect and represent chargebacks related to 1st/3rd party fraud • Verify and process withdrawals accurately and in a timely manner while taking into account incoming deposits, fraud alerts and reports • Liaise with various payment providers and work closely with internal teams, assisting with any possible issues, like missing deposits or uncredited withdrawals • Strictly follow procedures, actively contribute to process improvements and work closely with the 3rd parties to ensure the standards, workflows are respected and that potential risks are properly eliminated • Proactively conduct analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity, by investigating suspicious alerts with proper analysis and follow-up • Investigate transactions and liaise with AML team, customer services and 3rd parties • Analysis of internal reports for activity on users, if seeing any Safer Gambling patterns and any potential abuse of fraud raise with the relevant team • Carry out Daily, Weekly and Monthly reporting, whilst ensuring data is accurate and meaningful and the team performance is strong • Alongside the Payments Manager set, monitor and report on key measurable objectives • Accountable for providing support in meeting and exceeding departmental SLAs and KPI’s • Act as key escalation point for the team and external departments/3rd parties • Maintain a Quality & Assurance score that meets and exceeds department KPI for each period outlined in the annual objectives • Ensure there is adequate coverage for shifts through regular review of staffing, sickness and holiday including amendments to the working rota • Deputise for Payments Manager in their absence

• Payment Analyst

  • Jul 2022 - Sep 2022

  Gibraltar, Gibraltar • Monitor account registrations, deposits and withdrawals, while reviewing and verifying customer documents for authenticity • Detect unusual/ fraudulent activity, investigate and subsequently close suspicious accounts in order to mitigate risk to the business • Detect and represent incoming chargebacks related to 1st/3rd party fraud • Check and process customers’ withdrawals which require manual review in fast and efficient manner • Monitor incoming payments flows and make sure… Show more • Monitor account registrations, deposits and withdrawals, while reviewing and verifying customer documents for authenticity • Detect unusual/ fraudulent activity, investigate and subsequently close suspicious accounts in order to mitigate risk to the business • Detect and represent incoming chargebacks related to 1st/3rd party fraud • Check and process customers’ withdrawals which require manual review in fast and efficient manner • Monitor incoming payments flows and make sure those are accurately reflected on customer accounts, take corrective actions if necessary • Make sure the payments service, provided to the customers, is non-disrupted • Execute manual payments and refund requests • Verify and process withdrawals accurately and in a timely manner while taking into account incoming deposits, fraud alerts and reports • Liaise with various payment providers and work closely with internal teams, assisting with any possible issues, like missing deposits or uncredited withdrawals • Strictly follow procedures, actively contribute to process improvements and work closely with the third parties to ensure the standards, workflows are respected and that potential risks are properly eliminated • Proactively conduct analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity, by investigating suspicious alerts with proper analysis and follow-up • Perform successfully towards KPIs set by the business and contribute for team’s performance against SLAs



888holdings

• Israel
• Entertainment Providers
• 700 & Above Employee

• Transactions & Payments Representative

  • Aug 2019 - Jun 2022

  Gibraltar - Providing the highest level of support to our members on their transactional needs/inquiries and payment issues. - Investigating and communicating efficiently with our processing companies, banks and the members’ banks. - Opening an investigation case and taking ownership of the case until its closure. - Translating contacts in languages and sending replies to members/MSRs. - Adding and locating manual wire deposits. - Assisting other business model/partners transactional… Show more - Providing the highest level of support to our members on their transactional needs/inquiries and payment issues. - Investigating and communicating efficiently with our processing companies, banks and the members’ banks. - Opening an investigation case and taking ownership of the case until its closure. - Translating contacts in languages and sending replies to members/MSRs. - Adding and locating manual wire deposits. - Assisting other business model/partners transactional issues and investigations. - Supporting and assisting any future business developments as required. - Performing and completing tasks and responsibilities related to our Bingo Operations.

• V.I.P. Certified Customer Services Support

  • Aug 2018 - Aug 2019

  Gibraltar -Maintaining high standard of quality and quantity of responses on all VIP Customer Operation related topics and all aspects of the role. -Carrying out conversion/retention efforts through promotions, events, bonus offers and various outbound projects via telephone, chat and email. -Handling all VIP customer related queries via all contact channels (telephone, chat and emails) -Work as part of the Spanish team alongside the Spanish TL and Supervisors.

• Spanish Customer & Operations Representative

  • Jul 2017 - Aug 2018

  Gibraltar -Using internal resources in order to identify customer profiles and mitigate AML risks. -Complete KYC verification by reviewing docs on new and existing accounts. -Investigating, analysing and taking actions on accounts identified in fraud processes, fromexisting queues and reports. -Maintaining high standard of quality and quantity of responses on all Customer Operation related topics and all aspects of the role. -Carrying out conversion/retention efforts through promotions… Show more -Using internal resources in order to identify customer profiles and mitigate AML risks. -Complete KYC verification by reviewing docs on new and existing accounts. -Investigating, analysing and taking actions on accounts identified in fraud processes, fromexisting queues and reports. -Maintaining high standard of quality and quantity of responses on all Customer Operation related topics and all aspects of the role. -Carrying out conversion/retention efforts through promotions, events, bonus offers and various outbound projects via telephone, chat and email. -Handling all customer related queries via all contact channels (telephone, chat and emails) -Carry out daily documents checks and deals with members following standards. -Work as part of the Spanish team alongside the Spanish TL and Supervisors. -To perform additional tasks as required by the Supervisor, TL, Operations Managers or HOD.



Kellogg Company

• United States
• Manufacturing
• 700 & Above Employee

• Warehouse Operator

  • Jun 2017 - Jul 2017

  Manchester, Reino Unido -Picking and packing process. -Wrapping up pallets once filled. -Use of hand lift trolleys. -Assembly line jobs.



PizzaExpress

• United Kingdom
• Food and Beverage Services
• 700 & Above Employee

• Chef

  • Mar 2016 - Jun 2017

  Manchester, Reino Unido -Preparing, seasoning, elaborating and serving quality and high standard italian food. -Follow the Cleanliness, Hygienical, Allergen, Handling and Safety Protocols. -Check and store the delivery stocks following FIFO protocol. -Labelling the stock, check the fridge's temperature



Zizzi Restaurants

• United Kingdom
• Restaurants
• 700 & Above Employee

• Chef

  • Oct 2014 - Mar 2016

  Manchester, Reino Unido -Preparing, seasoning, elaborating and serving quality and high standard italian food. -Follow the Cleanliness, Hygienical, Allergen, Handling and Safety Protocols. -Check and store the delivery stocks following FIFO protocol. -Labelling the stock, check the fridge's temperature



Romero Arauz y Asociados S.L.

• HR Advisor

  • Apr 2014 - May 2014

  Cádiz, España −Payslips and security social insurances development −Running Laboral and HR software (A3Asesor, netcontrat@, winsuite32, sistema RED) −Legal and Laboral advice to Business and Clients −Legal representation in Court −HR and Laboral Audit −Advice about Legal standards for the prevention of risks in the workplace.



Mobilway SRL

• Computer Technician

  • May 2010 - Jul 2010

  L'Aquila y alrededores, Italia -Web design using Dreamweaver, Joomla, Javascript -Computer Repair -Customer Service -Networking -Software and Hardware Troubleshoot -iOS and Windows support



Jovinet

• Student Internship

  • Apr 2010 - May 2010

  Chiclana de la Frontera, Spain -Assembly PC's, Wi-fi and network connections -Update client's websites and their sales catalog -Web design using Dreamweaver, Joomla, Javascript -Computers, printers, laptops and phones repair in the Workshop -Customer Service over the phone, online and face to face -Networking -Software and Hardware Troubleshoot -iOS and Windows support -Opening and closing cash desk procedures



Urbaser

• Spain
• Environmental Services
• 700 & Above Employee

• Cleaner

  • Jun 2009 - Oct 2009

  Chiclana de la Frontera, Spain -Waste processing and treatment -Waste collection and street cleaning