Support Agent Fraud Analyst

Emilien Massart

Email: *******.*******@*****.***

Mob: +336********

Profile

Experienced and motivated person with a deep knowledge of the gambling and payment industries. Excellent team player, customer focused mind-set, curious, fast learner, adaptable to dynamic, fast- growing, and multicultural environment.

More than 10 years of experience in igaming (poker and casino).

4 years of experience in Payment and Fraud – KYC check, Fraud and security checks and Withdrawals approvals.

9 Months of experience as a Casino manager

Professional Experience

Customer support agent at Bally Technologies (December 2011- July 2012) Part of the Customer support team, focused on the biggest market for the company – France and French speaking countries.

Replying to players on live chats or emails regarding any issues a player can have

Offering bonuses and rewards to loyal players

Checking KYC documents for account verification

Customer Service Agent at Everest Poker (September 2012-November 2015)

Replying to players on live chats or emails regarding any issues a player can have

Offering bonuses and rewards to loyal players

Checking KYC documents for account verification

Security Verification Agent at Pokerstars (November 2015-September 2016) Working in a dynamic Verification team, focused on account verifications and fraud analysis.

Checking KYC documents for mostly French market as well as other smaller markets like Portuguese, Swedish.

Conducting analysis and investigate suspected duplicate accounts to mitigate potential financial and reputational risks.

Customer support and Payment and Fraud Analyst at HappyHugo.com (September 2016- January 2019)

Replying to players on live chats or emails regarding any issues a player can have

Offering bonuses and rewards to loyal players

Checking KYC documents for account verification

Checking game play and any suspicious activity and approve players withdrawals. Payment and Fraud Analyst at IgamingGroup (February 2019- December 2019)

Checking KYC, Gameplay and approving players’ withdrawals.

Investigating suspected duplicate accounts to mitigate potential financial and reputational risks.

Casino Manager at Happy Hugo Casino (January 2020 – September 2020)

Setting up all the Weekly and Monthly campaigns

Updating the banners on the website with all the content in different languages

Checking all the numbers every day to find new strategies and improve different KPI’s.

Ordering the games on the site with the new releases

Updating and Crediting VIP players

Payment and Fraud Analyst at Maxent (November 2020 – July 2022)

Checking KYC, gameplay and approving withdrawals.

Investigating any possible fraudsters and bonus abusers French translator/proofreader for an online casino (October 2020 – now)

Taking care of all the French part for online casino – Translation and proof reading. Social skills

Self-motivated and excellent team player, committed to achieve best results in productivity and quality.

Self-critical and loyal employee with excellent time management skills, self-driven and curious about any news in the business. Looking constantly to overachieve expectations, develop new skills and grow in the company.

Capable to work under high pressure, able to take ownership, out of the box thinker

Experience in working with different operating systems/database/programs – Jira, Customer.io, CMS, MS Office application.

Positive and friendly personality. Interested in self-development, coaching and marketing. Taking part in different campaigns to motivate and educate employees. Languages

French: native

English: Proficient user (C2 level)

Education

National Higher Diploma in Trade and Marketing in 2004 French grammar specialist

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