• Oversaw a team of analysts who investigated the underlying factors leading to risk escalations, identified coaching opportunities for managers, and ensured teams were equipped with effective de-escalation techniques.• Presented monthly findings on player trends, compliance, retention statistics, KPIs, and recommendations to C-suite managers, driving strategic decisions and operational improvements.• Created detailed investigative reports to address complex cases, catering to the needs… Show more • Oversaw a team of analysts who investigated the underlying factors leading to risk escalations, identified coaching opportunities for managers, and ensured teams were equipped with effective de-escalation techniques.• Presented monthly findings on player trends, compliance, retention statistics, KPIs, and recommendations to C-suite managers, driving strategic decisions and operational improvements.• Created detailed investigative reports to address complex cases, catering to the needs of interdepartmental and divisional stakeholders.• Tracked and logged specific trends in data to provide actionable insights and support strategic decision-making.• Assessed missed opportunities for client retention and collaborated with customer-facing teams to develop strategies for re-engaging and retaining clients.• Reviewed and distilled the sequence of events leading to a player's complaint into a clear, concise narrative for easy understanding and resolution.• Collaborated with Marketing, Product, and Account Management teams on designing user feedback surveys, ensuring high-quality data collection, prioritizing player-focused issues, and providing actionable insights that influenced sprints, marketing campaigns, and game development.• Coordinated across departments to identify and address potential missteps in complex workflows, providing recommendations to streamline hand-off processes and improve overall efficiency.• Monitored data quality through automated dashboards and manual checks, swiftly addressing any issues related to data integrity and compliance. Show less

• Supervise and mentor a team of Account Executives, providing guidance, support, and training to ensure high performance and professional development.• Cultivate strong relationships with premium players, addressing their needs and concerns promptly and professionally. • Create and execute strategies for managing and growing premium player accounts, focusing on enhancing user engagement, satisfaction, and retention.• Design and implement initiatives to improve the overall… Show more • Supervise and mentor a team of Account Executives, providing guidance, support, and training to ensure high performance and professional development.• Cultivate strong relationships with premium players, addressing their needs and concerns promptly and professionally. • Create and execute strategies for managing and growing premium player accounts, focusing on enhancing user engagement, satisfaction, and retention.• Design and implement initiatives to improve the overall experience for premium players, including personalized communication, exclusive offers, and tailored promotions.• Ensure that all activities and strategies related to premium accounts comply with BSA/AML standards.• Create and maintain reports on premium account activities, performance metrics, and key performance indicators (KPIs). Use data to inform decisions and report progress to senior management. Show less

• Perform identity checks by reviewing and verifying users' identification documents, such as government-issued IDs, passports, or driver's licenses, to prevent fraudulent activity and ensure legitimate participation.• Verify the age of users to ensure compliance with legal and regulatory requirements for online gaming.• Ensure that all users meet the minimum age requirement to participate in the slots-based social gaming platform.• Continuously monitor user accounts for suspicious… Show more • Perform identity checks by reviewing and verifying users' identification documents, such as government-issued IDs, passports, or driver's licenses, to prevent fraudulent activity and ensure legitimate participation.• Verify the age of users to ensure compliance with legal and regulatory requirements for online gaming.• Ensure that all users meet the minimum age requirement to participate in the slots-based social gaming platform.• Continuously monitor user accounts for suspicious or unusual activity that may indicate fraudulent behavior or policy violations. Flag and investigate accounts that exhibit unusual patterns or discrepancies. Show less

• Ensured compliance with healthcare regulations by maintaining accurate patient records and safeguarding confidential information in accordance with HIPAA.• Scheduled and managed patient appointments, ensuring efficient use of medical staff time and resources.• Provided administrative support to healthcare professionals, including managing correspondence, preparing reports, and handling phone calls.• Facilitated communication between medical staff, patients, and insurance providers… Show more • Ensured compliance with healthcare regulations by maintaining accurate patient records and safeguarding confidential information in accordance with HIPAA.• Scheduled and managed patient appointments, ensuring efficient use of medical staff time and resources.• Provided administrative support to healthcare professionals, including managing correspondence, preparing reports, and handling phone calls.• Facilitated communication between medical staff, patients, and insurance providers to ensure smooth operations. Show less

• Provided administrative support to ensure seamless coordination of research efforts and stakeholder communication.• Assisted in the development of evidence-based policy recommendations and research documentation, contributing to the broader research objectives of Cato's Project on Criminal Justice.