Overhauled legacy training material in the Operations team, and led all training workshops for new starters and other agents who required further development in their role.
Implemented streamlined procedures and process improvements within customer operations to enhance efficiency and optimize workflow, resulting in increased productivity and cost savings.
Enhanced employee performance by designing and implementing comprehensive training programs.
Conducted demonstrations of GiG's backoffice system to potential clients as an integral part of the sales process, showcasing its features and functionalities to highlight its value proposition and enhance client understanding and confidence in the product.
Collaborated with all Operations teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
Acted as a Community Support Resource trained in Suicide Intervention, providing support and guidance to team members and customers in distress.
Player Safety Analyst
Gaming Innovation Group (GiG)
03.2021 - 01.2023
Conducted in-depth analysis of risk-scoring reports to identify indicators of potential addictive behavior, and promptly reached out to at-risk players to provide support and guidance in managing their gambling habits responsibly.
Provided essential support and training to fellow Responsible Gambling Support Analysts to enhance their understanding and proficiency in handling player safety concerns effectively.
Upheld strict compliance with anti-money laundering regulations and responsible gambling legislation, demonstrating a commitment to maintaining a secure and ethical gaming environment.
Demonstrated exceptional productivity and efficiency in all assigned tasks, ensuring timely and thorough resolution of customer queries and concerns related to safer gambling and anti-money laundering protocols via email.
Customer Support & KYC Processing Agent - English
Gaming Innovation Group (GiG)
11.2019 - 02.2021
Provided assistance to players through email and chat channels, addressing their queries and concerns promptly and effectively.
Demonstrated a high level of empathy towards players, actively listening to their concerns and providing compassionate support to ensure they felt understood and valued, fostering trust and loyalty among the player community.
Efficiently processed player withdrawals and meticulously reviewed Know Your Customer (KYC) documentation, adhering to regulatory requirements and company procedures to ensure compliance while facilitating smooth and secure financial transactions for players.
Collaborated closely with other operational departments to investigate and address customer queries comprehensively, ensuring alignment with company policies and enhancing overall customer experience through seamless coordination and resolution of issues.
Cultivated professional working relationships with both customers and colleagues, fostering a collaborative and supportive team environment while prioritizing customer needs and satisfaction.
Skills
Adaptability
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Certification
Safer Gambling Training, Young Gamers and Gamblers Education Trust & Betknowmore UK
<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC