Responsible for monitoring video feeds and ensuring the safety of employees and customers, the protection of assets, the integrity of Mindil Beach Casino Resort operations, and ensuring compliance with company policies, procedures, internal controls and gazetted rules through both proactive and reactive monitoring of activities• Ensure that all work is completed effectively and error free and maintain a focus on gaming and cash handling operations and control room activities. • Maintaining reports on incidents, gaming analyses, monitoring observations and providing Surveillance management with recommendations of any actions required.• Using Closed Circuit Television to monitor and investigate incidents.• Monitoring compliance with internal policies and procedures for all casino departments including Anti- Money Laundering and Counter Terrorism Financing. • Maintaining a Daily Log of activities and Daily Audits. • Compiling data and information to produce in-depth reports.• Liaising with external emergency response teams to ensure rapid response times in case of an emergency.

ACHIEVEMENTS• Developed training tools for Customer Service Advisors at BetM, leveraging my extensive online wagering experience.• Provided guidance and training to new advisors, ensuring smooth onboarding and high-quality customer support.• Successfully completed my degree while working at BetM, simultaneously assuming an ad-hoc compliance advisor role to assist the Compliance Officer.General duties • Addressed queries and complaints, manage Responsible Gambling-related exclusion • Ensure compliance with statutory requirements, company policies, and procedures.• Account verification and customer identification of Politically exposed persons (PEPs) and Suspicious matter report (SMR) to AUSTRAC.

Responsible for managing customers account with account query and complaint resolution. While maintaining bet365 ethos and customer’s confidentially and account security.• Handling account-specific queries including but not exclusive to the website, payment, bonus offers and sports betting related queries.• Effectively communicating with customers via Email, Live Chat, Web Message and telephone and able to deal with relevant queries and resolve complaints.• Assisting with Know Your Customer Verification (KYC) in line with bet365’s Fraud and Verification (KYC) Policies. • Investigate issues thoroughly by using all available resources, including liaising with different departments to make a sound decision to resolve complex issues and complain.• Manually voiding bets, settling bets, applying bonuses as gestures of goodwill within advisor remit to resolve a complaint without the need for escalation. • Recording of customer account with notes for future contacts, detailed note and report writing in case of issues such as self-harm, 3rd party threat and problem gambling. ACHIEVEMENTS• Successfully being a signed off CS Advisor within the cut-off quota, after 12 week of trainee advisor role by meeting all the service, training and target requirement.• Consistently meeting high level of service criteria during bonus and performance review. • Resolving over 90% of complex complain and issues without needing for escalation.

Responsible for placing live in place bets over the phone with accuracy and speed. • Processing all inbound telephone bets and ensuring all processes and procedures are followed in attending to telephone bet requests.• Capturing all relevant information into our player’s customer database.• Transferring calls to Customer Service for any conflict, dispute or complaints from the customer. ACHIEVEMENTS• Successful completion of Basic Betting Advisor (BBA) 10-week course module which enabled me to progress from trainee advisor to a signed off advisor. • Consistently meeting performance target during bonus and call reviews. • To further enrich my knowledge, skills and to take up a new challenge successfully applied for Customer Service role even though the position was over-subscribed.

Assisting accounts receivable with a portfolio of more than 150 customers with an average daily sales volume of $200k.• Verifying returns stock and processing necessary credit notes within 48hours time • Processing all daily payments on average $50- 100k, ensuring all payment transaction are allocated to correct invoices and purchase order to avoid discrepancies between our and customer’s books and reconciliation of accounts in case of discrepancies• Processing credit application and monitoring of customer credit terms, debt chasing and constant follow up of overdue accounts. • Handling petty cash and staff credit account and liaising with Payroll for deductions during pay week and general administrative duties as required.ACHIEVEMENTS• Securing employment on basis of performance during the university work placement.• Reducing bad debts by setting a payment plan and COD payment for risky customers.