Support Agent Laundering Analyst
Resume:
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
**************@*****.***
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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