Monika Godlewska

Work History

I hereby consent to my personal data being processed by (company name) for the purpose of considering my application for the vacancy advertised under reference number (123XX6 etc.)

2019-03

- 2022-06

RG coordinator

LVBET

Monitoring customer accounts for all RG related behavior. Assisting our customers on a day to day basis on all responsible gaming related queries.

Executing Responsible Gaming policies and procedures and creating new ones when required.

Providing an efficient and effective service to the company in RG related cases with good understanding on the requirements and guidelines set by the industry.

Working closely with legal and compliance department, providing support with reporting and investigations and be an initial escalation point for all case reviews relating to Responsible Gaming.

Evaluate and coordinate training of staff in gambling addiction behavior and all the RG sector including positive return calls, opening and closure of player accounts and many other.

Monitoring and analyzing existing and new markets from a compliance/responsible gaming perspective.

2016-01

- 2019-03

Fraud and Payments Analyst

LVBET

Reviewing the financial activity of online customer accounts. Handling KYC process. Analyzing and processing withdrawal requests via different payment methods offered and following established internal procedures.

Focusing on fast resolution of payment related queries when assisting customer service agents via email and chat.

Maintains the quality of interactions with customers. 2013-10

- 2015-11

Customer Service Agent

BetClic Everest Group

Creation and maintenance of standard responses to frequently asked questions and upcoming situations.

Responding promptly and interacting effectively with customers via a different number of channels: emails, chat, phone. Handling, resolving customer complaints and providing technical support to customers.

Ensuring that more complex customer issues are followed up and resolved in a timely manner (by following defined escalation path when required) Liaising with other departments across the business. Reporting of market activities and urgent matters such as downtime and multi-user problems to third parties and Management. Assisting the Risk & Fraud and Finance Departments with fraud checks and processes.

Contributing to the ongoing development and improvement of the company customer experience.

Personal Info

Address

De Vilhena Apartments. Flat 15.

Triq Manoel de Vilhena. Gzira.

Malta

Phone

356-********

Email

adsg01@r.postjobfree.com

Skills

Languages

Ability of working under pressure and

coping in stressful situations,

problem solving, good teamwork

complaint handling

Driving licence

Good computer skills and knowledge

of everyday use software (Microsoft

Office) as well as experience in using

internal database software

Good knowledge of sociology and

social communication issues

(Bachelor’s degree)

Polish - mother tongue

English - very good

Italian - basic, spoken

Education

I hereby consent to my personal data being processed by (company name) for the purpose of considering my application for the vacancy advertised under reference number (123XX6 etc.)

Providing feedback on the efficiency of the customer service process. 2004-10

- 2010-10

Office Clerk

DISTRICT GOVERNMENT DEPARTMENT OF TRANSPORT

AND COMMUNICATION, Grunwaldzka 62, 14-100 Ostroda, Poland

Managing customers database and documentation.

Responsibility for processing and admission of applications and corresponding documentation.

Supervision and direct customer, assistance, cashier duties. 2003-06

- 2003-09

Internship

PAJM – FILM ADVERTISING AGENCY, Ostroda, Poland

Data archiving.

Managing daily office tasks, other required assistance. 2002-07

- 2002-09

Summer Student Internship

MORLINY S.A., Ostroda, Poland

Business manager assistant coordinating the orders. Correspondence with client.

Telephone contact with contractors and customers.

2001-10

- 2004-10

UNIVERSITY OF COMPUTER SCIENCES AND ECONOMICS

Olsztyn, Poland

Bachelor’s degree in sociology specializing in social communication. 1997-09

- 2001-06

ECONOMIC HIGH SCHOOL, OSTRODA POLAND

Class profile: Economics and Enterprise Organizing.

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