Summary
Overview
Work History
Education
Skills
Timeline
Generic
Carmen Maria Rostotchi

Carmen Maria Rostotchi

Project Manager | IGaming Manager | Customer Enhancement | Compliance & Risk Mitigation (AML&RG)
Malta

Summary

With 15 years of experience in the iGaming industry, I have consistently delivered results by leading high performing teams, enhancing customer retention, and optimizing operational efficiency. I started my career in 2010 at a land-based casino before transitioning to online gaming in 2017, where I developed deep expertise in Customer Service, Operational Management, Anti-Money Laundering and Responsible Gaming. As a results-driven leader with a passion for iGaming, I am committed to supporting stakeholders, mitigating risk, and delivering a seamless, compliant, and sustainable customer experience. Most recently, I held a leadership role that was made redundant, allowing me to further strengthen my skills in team management and strategic decision-making while continuing to drive impactful outcomes.

Overview

15
15
years of professional experience

Work History

Project Manager

Get's Bet Online
05.2025 - Current
  • Defined project scope, objectives, and deliverables in alignment with key stakeholders.
  • Developed comprehensive project plans outlining timelines, milestones, and resource allocation.
  • Coordinated cross-functional teams, internal resources, and third-party vendors to ensure seamless project execution.
  • Led regular project meetings, provided status updates, and maintained detailed progress reports.
  • Identified potential project risks and devised contingency plans to minimize impact.
  • Proactively resolved issues that could affect timelines or deliverables.
  • Managed project budgets, tracked expenditures, and ensured adherence to financial plans.
  • Utilized key performance indicators (KPIs) to monitor progress and adjust strategies accordingly.
  • Acted as the main point of contact for stakeholders, delivering regular updates and managing expectations.


Customer Sustainability Manager | Compliance & Risk Mitigation (Responsible Gambling & AML)

Kindred Group
Malta
05.2024 - 03.2025
  • Led a multicultural team across multiple markets, fostering a collaborative and high-performance environment.
  • Conducted regular performance reviews and team meetings to drive continuous improvement.
  • Provided senior management with actionable insights, identifying successes and growth opportunities.
  • Monitored and optimized team workflows, enhancing efficiency and service delivery.
  • Optimized processes to enhance team productivity and improve service delivery.
  • Supported key stakeholders in Responsible Gambling, AML, Legal, and Compliance.
  • Collaborated with stakeholders to align outbound efforts in de-risking customers with company goals.
  • Tracked market performance and implemented KPI-driven action plans.
  • Identified and mitigated risks related to VIP customers and internal processes.
  • Ensured a proactive and high-quality gaming experience, strengthening customer loyalty.
  • Collaborated with cross-functional teams to align high-risk outbound communication.
  • Managed market-specific retention and relationship-building strategies for high-value customers.

Customer Sustainability Partner

Kindred Group
Malta
06.2022 - 04.2024
  • Managed Responsible Gaming communications across multiple channels.
  • Handled legal cases and GDPR requests, ensuring strict regulatory adherence.
  • Built and maintained long-term customer relationships, driving sustainable gaming activity.
  • Engaged with high-net-worth customers, advising on Safer Gambling tools and AML compliance.

Customer Service Agent

Kindred Group
Malta
01.2021 - 01.2022

Customer Service Manager

Novomatic Romania
04.2017 - 03.2021
  • Supervised daily operations and optimized team efficiency through strategic leadership.
  • Managed staff performance, conducting evaluations and ensuring team goals were met.
  • Developed and implemented customer service policies and procedures to streamline operations.
  • Analyzed data to identify strategies for enhancing service quality and productivity.
  • Actively participated in the recruitment, training, and integration of new team members.
  • Monitored team performance and implemented corrective actions when necessary.
  • Collaborated with cross-functional teams (fraud, compliance, marketing, legal) to improve processes and ensure seamless operations.
  • Analyzed customer service trends to identify areas for improvement and implement effective solutions.
  • Led platform migration efforts, ensuring a seamless transition with minimal disruption.
  • Built and developed the Fraud, Responsible Gambling, and Payments departments, improving operational efficiency and compliance.
  • Mentored team members, promoting continuous improvement and professional growth.
  • Set performance metrics, offering coaching and feedback to ensure targets were met and exceeded.

Customer Service

Hala de Printuri
Bucharest
01.2014 - 01.2017

Area Coordinator

Bet Cafe Arena
Bucharest
01.2012 - 01.2014

Cashier

Bet Cafe Arena
Bucharest
01.2010 - 01.2012

Education

Bachelor’s Degree in Marketing -

Spiru Haret University
Bucharest
05.2001 -

Skills

  • Team leadership

  • Responsibility and accountability

  • Effective communication skills

  • Analytical problem solving

  • Effective time management

  • Project planning

  • Risk assessment and compliance

  • Effective collaboration

  • Proficient in Novomind and Oracle customer service tools

  • Proficient in Jira and Confluence

  • Skilled in using Mondaycom for project tracking

  • Data Analysis Tools: Excel

Experienced in utilizing OneTrust for data protection

Timeline

Project Manager

Get's Bet Online
05.2025 - Current

Customer Sustainability Manager | Compliance & Risk Mitigation (Responsible Gambling & AML)

Kindred Group
05.2024 - 03.2025

Customer Sustainability Partner

Kindred Group
06.2022 - 04.2024

Customer Service Agent

Kindred Group
01.2021 - 01.2022

Customer Service Manager

Novomatic Romania
04.2017 - 03.2021

Customer Service

Hala de Printuri
01.2014 - 01.2017

Area Coordinator

Bet Cafe Arena
01.2012 - 01.2014

Cashier

Bet Cafe Arena
01.2010 - 01.2012

Bachelor’s Degree in Marketing -

Spiru Haret University
05.2001 -
Carmen Maria RostotchiProject Manager | IGaming Manager | Customer Enhancement | Compliance & Risk Mitigation (AML&RG)