Michael Mayo
Ta' Giorni,St. Julians
Summary
Analyst touting 3 years of experience investigating suspicious activity for Bally's Interactive. Energetic and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals promoting exemplary skills in analytics and fraud pattern detection.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Risk & Fraud Analyst
Bally's Interactive
10.2021 - Current
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Monitoring and actioning all ingoing and outgoing account activity through daily risk-assessment reports & detecting fraud trends to reduce possible chargebacks
- Ensuring compliance with Fraud, Risk, AML, EDD, Responsible Gaming, and KYC requirements
- Collaborating with the Responsible Gambling team to meet fraud, KYC, EDD, Risk, and AML obligations for high-value players
- Daily processing of customer withdrawal requests in line with AML and KYC/Payment policies
- Daily processing of KYC documents to verify player identity for multiple jurisdictions
- Tackling friendly / fraudulent chargebacks reported on liable methods by payment provider reports on a day-to-day basis.
Social Media CS Agent (Specialist)
Paddy Power Betfair
05.2017 - 10.2021
- Providing technical support to customers via Private DM's and Public Tweets on Facebook and Twitter social media platforms through Conversocial.
- Daily duties include maintaining customer relationships, escalating market requests & settlement issues through internal communication channels between various departments.
- Monitoring of Facebook & Twitter SLA's as well as company and agent KPI's targets on a monthly basis
- Trained on all products ranging from the Sportsbook, Betfair Exchange, Virtual Sports, Arcade, Casino, Poker and Bingo
- Trained on KYC, Payments, Responsible Gambling and CS level of exposure to Fraud related cases on a regular basis
- Roles (In Timeline Order): Front Office Payments Agent (CS Queries), Telephone Betting Agent, Social Media CS Agent (Current role – 3 years +)
- AOD (Agent on Duty) Responsibilities: Betfair Community Forum moderation, AppStore + Google Play Store reviews, Daily Twitter Outbounds, Reports (5PM Handover + End of Day Reconciliation)
- Internal Awards: May Agent Awards 2021 – Awarded for assistance in co-ordination of the Forum Open Evening along with the Betfair Social Content & Leadership Team.
Service Centre Agent
Forestals
12.2015 - 02.2017
- Dealing with day-to-day consumer smartphone queries consisting of in-house troubleshooting, distinguishing phone issues both from user-end and factory faults.
- Implementing Apple's replacement program for iPhone devices as well as report handling
- Developed strong relationships with clients through professional communication, leading to increased trust and loyalty among customers.
- Provided personalized support for each client, demonstrating empathy and understanding while addressing their specific needs.
- Handled high-stress situations calmly and effectively, maintaining composure while successfully addressing customer concerns.
- Collaborated with team members to improve overall service center performance and streamline processes.
- Internal Awards: COPS Hero May ‘16
Service Express Agent
Westin Dragonara Resort
05.2014 - 08.2015
- Running various errands ranging from food/beverages in-room service to clients in a promptly manner.
- Escorting client's baggage/luggage's to and from designated rooms
- Transportation of furniture from stores to guest rooms, delivery of amenities and other client requests all done in a professional manner due to high standards needing to be maintained.
- Escort guests to room upon check-in
- Delivered outstanding service by anticipating guest needs before they were expressed explicitly.
- Provided personalized recommendations for dining, entertainment, and local attractions to enhance guests'' stays.
Education
Giovanni Curmi Higher Secondary
Naxxar, Malta09.2013
Stella Maris College Gżira
Gzira, Malta03.2012
Skills
- Data Analysis
- Fraud prevention
- Fraud Detection
- Effective Communication
- Telephone and email etiquette
- Problem-Solving
- Teamwork and Collaboration
- Reliability
- Adaptability
Languages
Maltese
Native language
Maltese
Proficient
C2
English
Proficient
C2
Italian
Intermediate
B1
Certification
- ICA Specialist Certificate in Money Laundering Risk in Betting and Gaming - International Compliance Association (ICA) - October 2022
- VET Award for Graphic Design Associate with Adobe Creative Suite - ICE Malta - June 2022
- ECDL Standard - TCTC Malta Computer School - March 2012
Hobbies
Electronic Music, DJing, Music Production, Video Games, Travel, Event Promotion
Timeline
Risk & Fraud Analyst
Bally's Interactive
10.2021 - Current
Social Media CS Agent (Specialist)
Paddy Power Betfair
05.2017 - 10.2021
Service Centre Agent
Forestals
12.2015 - 02.2017
Service Express Agent
Westin Dragonara Resort
05.2014 - 08.2015
Giovanni Curmi Higher Secondary
Stella Maris College Gżira
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