Summary
Overview
Work History
Education
Skills
Websites
Languages
Accomplishments
Training
Timeline
Generic

Analise Bartolo

Tarxien

Summary

Dynamic and results-driven professional with over eight years of experience in the iGaming industry, specializing in senior support and payments. Proven expertise in managing payment processes. Skilled in utilizing tools such as JIRA and Payment IQ, with a strong ability to troubleshoot issues and streamline operations. Known for delivering exceptional customer service and fostering positive relationships with stakeholders, I am committed to driving efficiencies and enhancing the overall user experience in fast-paced environments.

Overview

13
13
years of professional experience

Work History

Senior Payment Officer

Valletta Credit Financial Corporation ( Insignia Group of Companies )
05.2025 - Current
  • Manage and process SEPA and SWIFT payment transfers, ensuring accuracy, timeliness, and compliance with internal procedures.
  • Supervise and provide guidance to junior officers, reviewing and approving payment transactions to maintain high standards of accuracy and efficiency.
  • Facilitate currency exchange transfers, ensuring seamless execution and accurate processing.
  • Reconcile daily transfer reports with bank statements, ensuring financial integrity and resolving discrepancies promptly.
  • Identify and address discrepancies in payment records, contributing to improved accuracy and streamlined operations.
  • Collaborate with cross-functional teams, addressing and resolving payment-related inquiries in a timely manner.
  • Maintain strict adherence to organizational policies and regulatory requirements, ensuring consistent compliance across all transactions.
  • Work closely with the development team, IT department, banking core system, and payment providers to resolve transaction errors and enhance system performance.
  • Contribute to the improvement and implementation of new digital banking initiatives, supporting the institution's innovation and growth.
  • Assist in the development and enhancement of new policies and procedures for the Payments department, resulting in increased productivity and operational efficiency.
  • Monitor transaction flows through the banking core platform and ICL CRM, optimizing performance and ensuring smooth operations.


Payment Operations Specialist

Stech European Entertainment LTD
06.2024
  • Assisting with the implementation and integration of Payment Service Providers (PSPs) into Payment IQ prior to the go-live phase.
  • Enhance processing performance while maximizing conversion and approval rates for both new and existing payment flows.
  • Monitor and analyze customer activity and overall payment performance, providing insightful reporting to the business.
  • Track transaction activity to identify potential technical issues, addressing them proactively and efficiently.
  • Ensure transaction reconciliation across all parties involved.
  • Collaborate closely with the Finance team to resolve any cash reconciliation discrepancies.
  • Manage escalations related to payment products and transactions from Customer Experience (CX) teams.
  • Work with internal stakeholders to keep operational teams informed about updates in the payment infrastructure and provide training as needed.
  • Oversee Requests for Information (RFI), chargebacks, and fraud cases raised by PSPs.
  • Coordinate with various internal teams and third-party payment providers for related tasks and projects.
  • Manage the rollout of new payment methods and other features or enhancements.
  • Conduct testing in staging and production environments to ensure specifications are met and functioning correctly.
  • Identify, recommend, and implement improvements to enhance the customer payment experience.
  • Assist in the preparations for launching new markets.

Senior Customer Support Specialist

Stech European Entertainment LTD
09.2022
  • Train and mentor new team members, ensuring they are equipped with the knowledge and skills necessary for success in their roles to provide comprehensive support and resolve issues effectively.
  • Managing customer support inquiries through email and chat channels, ensuring timely and accurate responses.
  • Reviewing and processing customer documents to verify authenticity and compliance requirements.
  • Handling withdrawal requests efficiently, maintaining high levels of customer satisfaction.
  • Escalating complex cases to relevant departments for swift resolution and customer satisfaction.
  • Conducting responsible gambling reviews on player accounts and implementing necessary actions to promote a safe gaming environment.
  • Monitoring and responding to Trustpilot reviews to maintain a positive online reputation and address customer feedback.

Live Game Presenter

Evolution
06.2016 - 08.2022
  • Host live gaming sessions on the Evolution Game platform.
  • Engage and entertain the audience through lively commentary and interactions.
  • Demonstrate gameplay features, strategies, and game mechanics.
  • Interact with viewers in real time, respond to comments, and create a welcoming and inclusive community.
  • Maintain high energy, enthusiasm, and professionalism throughout each session.

Online dealer

Glimmer LTD
10.2015 - 06.2016
  • Ensured the minimum complement of players at tables by participating in short-handed games.
  • Educated customers on game rules and mathematical probabilities of various wagers.
  • Greeted incoming guests with enthusiasm to promote fun, memorable and exciting experiences.
  • Computed and announced results of games, following gaming rules to produce fair and just outcomes.

Personal Assistant to the Director

Portughes
11.2012 - 10.2015
  • Handled administrative tasks.
  • Preparing reports, presentations and documents accurately.
  • Screened and directed calls and emails, ensuring prompt and professional communication.
  • Answered inbound telephone calls promptly, directing clients, vendors and general queries to relevant teams.
  • Generated and distributed invoices to obtain fee payments.
  • Provided positive first impressions by maintaining immaculately reception areas and warmly greeting clients.

Education

Margaret Mortimer Junior Lyceum
Santa Lucija, Malta

Skills

  • Customer Service Excellence
  • Team Training and Mentoring
  • Problem-Solving Skills
  • Communication Skills
  • Collaboration and Teamwork

Languages

English Proficient
Italian Proficient
Maltese Native

Accomplishments

  • Document Processing Efficiency: Processed 200+ customer documents weekly with 99% accuracy.
  • Process Optimization: Led initiatives that enhanced payment processing efficiency, reducing transaction processing time or resulting in faster approval rates.
  • Data-Driven Insights: Utilized Power BI to create reports, leading to actionable insights and increase in approval rates for payment flows.

Training

  • Responsible Gambling Training - BetKnowMore Lived Experience - October 2024
  • AML / Data Protection and Information Security - October 2024

Timeline

Senior Payment Officer

Valletta Credit Financial Corporation ( Insignia Group of Companies )
05.2025 - Current

Payment Operations Specialist

Stech European Entertainment LTD
06.2024

Senior Customer Support Specialist

Stech European Entertainment LTD
09.2022

Live Game Presenter

Evolution
06.2016 - 08.2022

Online dealer

Glimmer LTD
10.2015 - 06.2016

Personal Assistant to the Director

Portughes
11.2012 - 10.2015

Margaret Mortimer Junior Lyceum

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