Experience

Twin

• Chief Operations Officer

  • May 2019 - Present



Merkur Interactive GmbH

• Head Of Operations

  • Jan 2019 - Apr 2019

• Head of Payments and Risk Operations

  • Feb 2018 - Dec 2018



Evoke Gaming Ltd

• Risk, Payments and Fraud Manager

  • May 2017 - Jan 2018



Rational Group

• Fraud - Security Services Manager

  • May 2016 - May 2017

  - Ensuring service levels are maintained on a daily basis- Monitor operational activity (volumes, key performance indicators/metrics. Corrective action reporting, performance plans, trends, etc)- Monitor the quality of service channels- Analyse, comment and action accordingly on customer satisfaction, team performance and manager activity reports- Development of team members to deliver best practice resolutions- Act as the Voice of the Customer for… - Ensuring service levels are maintained on a daily basis- Monitor operational activity (volumes, key performance indicators/metrics. Corrective action reporting, performance plans, trends, etc)- Monitor the quality of service channels- Analyse, comment and action accordingly on customer satisfaction, team performance and manager activity reports- Development of team members to deliver best practice resolutions- Act as the Voice of the Customer for senior management, summarising customer issues and following up actions- Responsible for all aspects of people management (recruitment, selection, training, performance management, coaching, reward and recognition and motivation)- Manage resources to ensure products/brands/licenses are launched efficiently and with minimum impact on service levels- Develop and leverage strategies ensuring high performance and delivery from team- Responsible for mentoring & coaching team- Providing monthly reports on team performance and manager activity to the Senior Manager- Conducting monthly one to one meetings with each management team member to cover individual performance against KPI’s and other relevant updates- Conducting monthly team meetings to provide relevant updates in a group setting- Performance of other duties associated with assisting customers and team members- Design and/or execute change-management strategies Show more Show less



Betfair

• Fraud Strategy | Management Information Data Analyst

  • Apr 2015 - May 2016

• Fraud Reporting Analyst

  • Apr 2010 - Mar 2015

• Fraud Monitoring Shift Leader

  • Jun 2008 - Apr 2010

• Fraud Monitoring Analyst

  • Nov 2007 - Jun 2008



Expekt.com

• Risk & Fraud Team Leader

  • Mar 2002 - Oct 2007

  • Responsible for daily reports/duties are done and to optimize the effort of the team during the shift.• Supervising and coaching the Risk & Fraud team.• Evaluation and reporting of fraud activities.• Monitoring of registrations, deposits and withdrawals. Perform random checks on customers.• Handling the charge back flow.• Involvement in the ever-continuing development of anti-fraud system.• Identifying and suggesting new processes for way of improvement.• Meeting… • Responsible for daily reports/duties are done and to optimize the effort of the team during the shift.• Supervising and coaching the Risk & Fraud team.• Evaluation and reporting of fraud activities.• Monitoring of registrations, deposits and withdrawals. Perform random checks on customers.• Handling the charge back flow.• Involvement in the ever-continuing development of anti-fraud system.• Identifying and suggesting new processes for way of improvement.• Meeting deadlines on a day to day basis. Show more Show less