Radosveta Stoykova

• Assisting customers with any type of query via chat and email, providing relevant information according procedures and regulations depending on country
• Resolving bet queries by providing information from internal resources
• Keeping an eye for potential responsible gambling issues and escalate to superiors
• Following best practices of the company in order to provide top quality of service
• Guiding customers through the website and provide information about current promotions and events

• Review between 120-180 transactions per shift on user accounts following business procedures and processing payments reaching team`s KPIs
• Resolution of any deposit and withdrawal issues raised by Customer Support or spotted proactively
• Investigation of suspicious AML and third-party activities with proper analysis and coordination of actions in cooperation with Fraud Team
• Cooperation with payment service providers regarding customer-facing errors or internal system issues
• Delivery of daily reports and performance of ad-hoc tasks
  

• Review between 80-140 customer accounts and documents per shift
• Verification of authenticity of received documents and performance of crosschecks in order to verify customers' identity
• Modification of accounts based on their verification level and in accordance with relevant regulations (Spain, Italy and UK)
• Performance of basic fraud checks and escalation of suspicious customer activities to Payments and Fraud teams for further reviews
• Maintained compliance with applicable regulations
• Highest QA results and productivity in the team

Assisting customers via online chat, email and phone with any type of queries regarding our products, such as:

• Guiding customers through payment processes
• Opening and closing accounts depending on different situations and requests following Spanish regulations
• Crediting delayed bet winnings and bonuses
• Settlement queries and explaining sport rules
• Handling complaints and following relevant procedures
• Managing between 50-60 contacts per day

• Managed over 50 calls per day
• Phone supporting to clients about bank services and currency exchange rates
• Giving assistance regarding problems with credit/debit cards, online banking and loans
• Adhered to company policies and scripts to consistently achieve call-time and quality standards