Tracy Stellini
Fgura
Summary
Experienced Team Lead / Office Admin with a demonstrated history of working in the computer software industry. Skilled in Customer Relationship Management (CRM), Customer Satisfaction, Administration, Management, Team Motivation, and Writing. Strong professional with experience working remotely.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
4
4
Languages
Work History
Shift & QA Manager
Patrianna Ltd.
01.2025 - Current
- Building 2 Teams of shift managers and QA specialists
- Participate in restructuring training and onboarding material
- Creating processes for both teams including KPI and QA structures
- Enhance the current QA methodology to promote efficiency and bonus goals
- Identifying possible gaps in procedures for the Risk and Payments teams
- Building a structure and working shift for both teams
- Co-ordinating meetings and adhoc tasks across several departments
Fraud Operations Team Lead
Greentube Malta ltd
11.2022 - 11.2024
- Building of procedures and policies that are in line with the team roadmap, providing support and help with cases as necessary, creating of schedule and task allocation, mentoring the senior team to help them grow individually, constant mentoring and one to ones with analysts to make sure of their success, QA and training monitoring and coordinating, recruitment, liaise with upper management to reach business goals, team strategy building, monitoring KPIs and SLAs, research for new fraud tools
Senior Fraud Operations Analyst
Greentube Malta ltd
10.2022 - 11.2022
- Duties included: helping the Team Lead to run the shift, answering escalations from the Fraud team, providing help to customer service through chat and email using Jira and Microsoft Teams, processing various payment methods via different systems, having back-office access, data entry, chargeback investigation, compliance (KYC), AML and fraud investigation
Fraud and Payments Analyst
Greentube Malta ltd
03.2021 - 10.2022
- Duties included: providing help to customer service through chat and email using Outlook, processing various payment methods via different systems, having back-office access, data entry, chargeback investigation, compliance (KYC), AML and fraud investigation
Payments Administrator
ComeOn! Group
03.2020 - 03.2021
- Duties included: providing help to customer service through chat and email using Zendesk, processing various payment methods via different systems, having back-office access, data entry, chargeback investigation, compliance (KYC), AML and fraud investigation
Payments Senior Specialist
Arringo Ltd.
11.2018 - 03.2020
- Duties included: providing customer care through live chat, emails and calls not only payments related, help training and mentoring new employees, compliance (KYC), processing various payment methods via different brokerage systems, having back-office access as a specialist, data entry, procedure writeups, chargeback, AML & fraud investigation
Quality Assurance Team Lead
HelpGrid Ltd.
06.2017 - 05.2018
- Duties included: team building and motivation incentives, creating training material, creating process documentation, quality audits, creating bonus incentives, training new employees and providing refreshers, one to one meetings, help with interviews and recruitment
Education
Specialist Certificate - Money Laundering Risk in Betting and Gaming
International Compliance Association
01.2022 - Current
Introduction to iGaming, Anti-Fraud and Payments, EU Anti-Money Laundering and Counter-Terrorism Financing, EU Responsible Gambling
iGaming Academy
Diploma - Certificate in Criminology, MQF Level 5, Marketing A'Level
University of Malta
MSIDA, MT 01.2014 - 01.2016
Skills
Team building and motivation
Resource allocation and scheduling
Issue resolution and escalation
Training and mentoring
Documentation and reporting
Risk analysis and mitigation
Attention to detail
Employee recruitment
Certification
School Leaving Certificate
Personal Information
- Date of Birth: 12/07/87
- Nationality: Maltese
Timeline
Shift & QA Manager
Patrianna Ltd.
01.2025 - Current
Fraud Operations Team Lead
Greentube Malta ltd
11.2022 - 11.2024
Senior Fraud Operations Analyst
Greentube Malta ltd
10.2022 - 11.2022
Specialist Certificate - Money Laundering Risk in Betting and Gaming
International Compliance Association
01.2022 - Current
Fraud and Payments Analyst
Greentube Malta ltd
03.2021 - 10.2022
Payments Administrator
ComeOn! Group
03.2020 - 03.2021
Payments Senior Specialist
Arringo Ltd.
11.2018 - 03.2020
Quality Assurance Team Lead
HelpGrid Ltd.
06.2017 - 05.2018
Diploma - Certificate in Criminology, MQF Level 5, Marketing A'Level
University of Malta
01.2014 - 01.2016
Introduction to iGaming, Anti-Fraud and Payments, EU Anti-Money Laundering and Counter-Terrorism Financing, EU Responsible Gambling
iGaming Academy
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