Experience

Gaming Industry

• Gambling Facilities and Casinos
• 1 - 100 Employee

• Member support Representative

  • May 2006 - Present

  • Assisting and liaising with customers via email and telephone. Gathering all relevant information in order to assess and determine possible issues and solutions whilst ensuring customer satisfaction throughout. Ensuring that client´s requests are met and addressed within the Company´s framework of quality policies and standards. • Taking deposits and processing cashouts, analysing game history, proccesing documents and verifying accounts. Applying responsible gaming actions, including closing/taking breaks and reopening accounts. • Dealing with fraud queues on a daily basis including, cash-outs, anti-money laundry, deposits discrepancy and black listed accounts procedures. • Closely interacting with other departments such us promotions translations, VIP assistance, live events attendance, transactions and fraud issues. Show less



888Spain Ltd” Poker, Casino and Sports

• Member Support Representative and Fraud

  • Jan 2012 - Jan 2016

  Assisting and liaising with customers via email and telephone. Gathering all relevant information in order to assess and determine possible issues and solutions whilst ensuring customer satisfaction throughout. Ensuring that client´s requests are met and addressed within the Company´s framework of quality policies and standards. Taking deposits and proccesing cashouts, analysing game history, proccesing documents and verifying accounts. Applying responsible gaming actions (closing/taking breaks and reopening accounts). Dealing with fraud queues in daily bases (cashouts, anti money loundry, deposits discrepancy, black listed accounts procedure, etc). Closely interacting with other departments such us promotions translations,, VIP asistance, live events attendance, transactions and fraud issues. Show less



Coral Betting Shop” at Gala Casino. Marina Bay, Gibraltar

• Sportsbook Cashier

  • Jan 2011 - Jan 2012

  Taking and Settling bets on all events, including ‘In running’. Updating of visual displays & advertising. Answering customer’s questions and providing information on prices (Early Bird & Ante Post on all sports and sporting events), procedures and policies. Compute and record totals of transactions. Count money in cash drawers at the beginning and ending of shifts. Greet customers entering establishment. Resolve customer complaints. Calculate total payments received during specific time periods and reconciling with total sales via periodic balance sheets of amounts and numbers of transactions. Show less



Stan James. Marina Bay Gibraltar

• Customer Services & Content Representative

  • Jan 2010 - Jan 2011

  Stan James”. Marina Bay. Gibraltar Duties Included: Communicating with customers via telephone, chat and email. Accepting Bets on the phone, taking payments and updating payment information. Providing information (i.e.: Promotions, events, account balance, betting status, etc). Assigning and explaining the free bets. Verifying new accounts. General problem solving. Updating, confirmation and contact with other Departments in regards to: Web Maintenance: Translator tool, Statics and Banners, In-running diary and daily events. Fraud and Security (Banks transfers and other payments methods, customer´s documentation, customer risk factoring. E-gaming (Free chips and promotions).Traders (Bet referrals, advice about events and prices, checking all events are accordingly and correctly priced up, etc.) Show less



Petfre. Water Port.Gibraltar

• Sportsbook Data Publisher

  • Jan 2009 - Jan 2010

  Petfre”. Water Port, Gibraltar. Duties Included: Monitoring and checking websites, ensuring all content and data are correctly displaying and up-to-date at all times including the creation and pricing of ad-hoc markets. Creating and distributing sporting and betting event schedules and sourcing the details of our internal product. Liaise daily with the Trading team to plan and schedule of content for events and promotions. Briefing the Design Team with request for banners, adverts and other visual content. Publishing content items to the Sportsbook, its sub-domains and other sites. Providing and reviewing business and usage statistics to determine the success of publishing policies. Providing content for client communications for Sporting events and Sportsbook promotions. (Fully responsible for the accurate maintenance of the Website while performing shifts single handed). Show less



Boylesports”. Pueblo de Guadiaro

• Event Builder/Content Management and Security Customer Analyst Sports Betting

  • Jan 2008 - Jan 2009

  Building events using Finsoft Margin Maker and managing the events onto the various language websites. Ensuring the foreign language website quality was maintained. Translation to Spanish and French. Security duties involved monitoring and factoring of customers, security of sports book products, detection of irregular betting patterns, risk management, ESSA investigations and reports. (Promoted to the Security Department). Building events using Finsoft Margin Maker and managing the events onto the various language websites. Ensuring the foreign language website quality was maintained. Translation to Spanish and French. Security duties involved monitoring and factoring of customers, security of sports book products, detection of irregular betting patterns, risk management, ESSA investigations and reports. (Promoted to the Security Department).



BWIN”. Europort, Gibraltar

• Data Input Operator

  • Jan 2006 - Jan 2008

  Building Data using BWIN´s Bookietool application, manual pricing, resulting and settlement of bets on all manner of sports events. Assisting scoreboard and helping traders with in-running markets. (Voted Employee of the Year 2007). Building Data using BWIN´s Bookietool application, manual pricing, resulting and settlement of bets on all manner of sports events. Assisting scoreboard and helping traders with in-running markets. (Voted Employee of the Year 2007).



Andalusian Dream Homes” Malaga, Spain

• Secretary and Receptionist

  • Jan 2004 - Jan 2006

  Greeting customers, telephone enquiries, taking deposits, updating daily reports, sales and reception documents, maintaining the line system, general filling, Spanish translations, and collaboration with marketing and valuation team. Greeting customers, telephone enquiries, taking deposits, updating daily reports, sales and reception documents, maintaining the line system, general filling, Spanish translations, and collaboration with marketing and valuation team.



Anglospan Consulting SL” Marbella, Spain

• Secretary and Receptionist

  • Feb 2003 - May 2004

  Reception, organizing sales agents daily planning, customer services, sales on line and telephone, translation, reports and general administration. Reception, organizing sales agents daily planning, customer services, sales on line and telephone, translation, reports and general administration.



Granada Airport

• Personal Assistant and Secretary

  • Jan 2003 - Jan 2004

  Administration, marketing, documentation translation, meetings interpreter, customer services, projects representative (Airline Representative at Granada Airport). Administration, marketing, documentation translation, meetings interpreter, customer services, projects representative (Airline Representative at Granada Airport).



OCS Ltd” Heathrow Airport. Hounslow UK

• Customer Care Agent

  • Jan 2003 - Jan 2004

  Assist elderly and wheelchair passengers to and from aircraft and around to relevant Airport Terminal Points. Assist elderly and wheelchair passengers to and from aircraft and around to relevant Airport Terminal Points.



Specialist Holiday Group Ltd” Costa Brava, Spain

• Resort Representative

  • Jan 2001 - Jan 2003

  Ensuring customers receive the holiday they have booked, problem solving and product quality. Producing customer documentation in resort, airport duties, written reports, property checks and weekly accounts. Ensuring customers receive the holiday they have booked, problem solving and product quality. Producing customer documentation in resort, airport duties, written reports, property checks and weekly accounts.