As the founder and head consultant of HelixPayLatam, my role centers on guiding our consulting firm in the realms of payment processing, fraud prevention, and operational efficiency. With over 20 years of experience, I bring a wealth of knowledge to the table, particularly in the online gaming and financial sectors. My work involves offering expert advice to clients, helping them navigate complex challenges and optimize their operations. Fluent in both English and Spanish, I am adept at addressing the unique needs of the Latin American market, ensuring our solutions are well-suited to this diverse and dynamic region, but my experience spans the entire globe. Looking ahead, I am steering HelixPayLatam towards an exciting new venture: launching a PSP aggregator focusing on the LATAM region. This initiative builds on my extensive industry network and my experience in managing payments teams for the LATAM region, as well as my experience with regulatory compliance and gaming license acquisition. The goal is to create a platform that simplifies and secures payment processes for merchants, integrating advanced technologies to enhance our offerings. My focus is on leading this project with a hands-on approach, ensuring that HelixPayLatam not only meets the current market needs but also opens the way for future merchants to enter the market.

In this role, I collaborated closely with internal teams and key account managers to ensure successful expansion into the LATAM market. With an emphasis on business development, I looked for growth opportunities and built strong relationships with partners and stakeholders, developing a network in the region. Additionally, I managed P&L responsibilities, monitoring and reporting business KPIs to the management team, effectively driving profitability. I also oversaw critical projects from conception to completion, ensuring alignment with business objectives and deadlines.

I was in charge of the Fraud and Payments Operations of the LATAM branch of 10Bet, with a key focus on securing and managing payment service providers. I demonstrated strong sales acumen and account management skills, negotiating with PSPs and following up with integrations. As part of the role, I closely worked with operations teams, project management and developer teams, ensuring that all products and processes were reflective of local markets, culture, and topicality. Exited the role following a company restructuring.

I was responsible for creating and validating security protocols, overseeing the integration of specialized fraud prevention tools, and navigating through contractual negotiations. In terms of business development, I sought new service providers, evaluated their services, and managed the negotiation and contract drafting process, ensuring the successful integration into our systems. Part of my role also involved working with the Internal Audit Department, providing insights into the effectiveness of our team's processes and contributing to the management of the site's risk matrix. I was also invited to participate in a series of discussions about the potential viability of partnering with online poker providers, due to my previous experience on the subject. My focus on the Mexican market, coupled with a broad understanding of the larger LATAM region, afforded me the opportunity to expand my network and improve my abilities in account and project management. This, in turn, resulted in overall growth and improved P&L management for the company.

Responsible for the Development of Security and Fraud prevention tools. For this purpose, I meet with stakeholders from the Fraud and Security team to understand their development needs. I then translate these requirements into workable items and liaise with a team of programmers to get these requirements met. I also work as a technical point of contact for the Fraud and Security team. My focal areas are Security Fraud Prevention systems like transaction screening (deposits and withdrawals), as well as Geolocation technologies, for regulated markets.

People manager for a team of 16 specialized agents and as a point of contact for a team of over 130 agents located on 5 offices around the world. I was responsible to conduct administrative duties in line with the local jurisdiction, as well as manage the day to day duties of each of the individuals on my team; I manage their performance and quality to meet the KPI and SLA of the company. Additional duties include training, procedure writing and optimization, data analysis and reporting, handling escalation cases, liaising with global authorities and stakeholders. I work closely with development teams to provide technical solutions to issues that arise with the company’s tools, reporting system issues and proposing updates to internal systems aiming to achieve increased efficiency and effectiveness. My experience included managing the transaction screening system (analysis of effectiveness and configuration updates) put in place to capture potentially fraudulent deposits, using risk based analysis of each escalation case, as well as meeting the company’s expectation on quality of the resolutions made by me or my team, given the potential exposure these activities may present for the company.

Shift leader and point of contact for a team of 60 agents located on 3 offices around the world. My duty was to oversee the day to day activities of our operation; from task allocation, to handling of escalation cases. I reported to the First Line manager of the events of the day and communicated with the Supervisor taking over the next shift to make sure all tasks were covered and any pending issues were handled accordingly. Responsible for reporting system issues to the programing team.

Risk assessment, handling of customer queries, review/processing of fund withdrawals to minimize the effect of fraudulent bahavior

Assisted in setting up a wagering, casino and poker operation along with a team of 2 other people. My initial duties included training of the new hires on all aspects of the job, including taking Wagers over the phone, and Customer Service calls. After the training was done, I was appointed as Senior Supervisor of the team eventually taking on managerial duties. I oversaw deposit assistance and withdrawal reviews. I worked as point of contact for a team of 20 people manning the operation.

Worked as Customer Service agent quickly taking over the position of Supervisor of the team. My duties included handling of customer email queries, payment processing, and managing the company’s payment accounts.

In charge of Trading with customers over the phone, communicating the company’s offer and reporting the customer’s decisions to management through proprietary software. Trained over 10 different classes of 20 people each in average, designed tests, evaluated results, and reported chosen candidates to manager.