Ruth Borda Email & Phone Number

Malta

Malta

Mosta, Malta

• Verification of cash out, processing of real money transfers
• Detection of bonus abuse and fraud
• Prevent fraudulently acquired funds from leaving the system
• Assist Customer Service Team with solving individual player deposit/withdrawal problems by communicating directly with players.
• Resolution of level two deposit problems
• Know your Customer checks

Call Centre, Mriehel

* Working on shift basis as part of a 24/7 customer-oriented team and providing first-line over-the-phone Technical and Customer Administration Support, such as product information, order fulfilment and billing issues, in English and Maltese for the leading nationwide Telecommunication Services provider. * Managing all reactive customer service issues as.

Malta

Malta

• Proactively assisting the Customer Service and Fraud Manager, whilst ensuring harmonious relationship between departments by recommending policies and procedures which will facilitate the workload.
• Assisting in the implementation of new software, which also included the addition of successfully handling real time chats with customers.
• Implementation new fraud management policies and best practices in line with group strategies, ensuring that areas of risk within products and services are monitored effectively to mitigate losses with minimum impact.
• Monitoring real time queues and identifying high risk transactions.
• Performing Customer Service Agent duties which ensured constantly keeping updated with current issues and liaising with department members to ensure best efficiency possible by solving said issues in a timely manner.
• Requesting and Processing of Documentation.

• Monitoring transactions on a daily basis
• Filling up existing reports and creating new ones
• Withdrawal and game history checks
• Answering all payment e-mails and all customer care queries
• Contact the payment method providers if needed
• Communicate all technical errors to the supervisor on the spot

• Assisting the Fraud Manager in proactively monitoring and reviewing financial and betting transactions for suspicious activity and possible fraud, whilst recommending approaches for improving the company’s security.
• Providing a consistently high level of customer service in respect of the processing of all customer payments, in addition to providing accurate and efficient responses to all customer queries.
• Assessing the risk of cashier transactions, and analyzing betting patterns whilst preventing fraudulently acquired funds from leaving the system.
• Monitoring Deposits and Payments processes on a daily basis.
• Requesting, verifying and processing customer’s documentation so as to ensure KYC administration and chargeback avoidance accordingly.
• Collaborating with other departments and assisting in the provision of an effective reporting environment to facilitate identifying anomalies in an exceptionally volatile sector..

• Working on shift basis as part of a customer-oriented team and therefore providing first-line support in English and Italian for an international i-Gaming company offering a Sportsbook, two Poker platforms and three.
• Responding promptly and effectively to incoming calls, emails and live chats from customers and agents.
• Ensuring that complex customer issues are followed up and resolved in a timely manner.
• Having complete knowledge of the services rendered, which also entails staying updated in all areas and being readily aware of any regulations implied, so as to anticipate customer’s queries and be able to troubleshoot.
• Giving appropriate and relevant information to clients, and maintaining a position of trust and responsibility by keeping all customer business confidential.
• Being the only member of the CS Team authorized to assist and act as replacement for Fraud Department whenever necessary, hence verifying documentation for account activation and credit card usage, ensuring compliance.

• Responsible for the administrative support operations within the Quality Assurance Department, assisting the Quality Assurance Manager, Coordinator, Auditors and Engineer.
• Assisting in tracking, monitoring and reporting non-conformances and corrective actions.
• Maintaining established office files (electronic and hardcopy) and records in accordance with internal procedures.
• Assembling and compiling basic data for reports or presentations from established sources as directed.
• General administrative functions such as filing, shipping and receiving, sorting and data entry/processing.
• Responsible for all departmental general goods requisitions..

• Order processing and Invoice preparation.
• Reconciling all revenues collected on a daily basis. Checking balances against accounting receipt records.
• Follow up with materials to ensure timely execution of orders and compliance of documentation at the time of delivery.
• Maintaining information about adequate inventory levels and assisting with decisions about purchases and shipments to be made.
• Answering the telephone and resolving routine enquiries, by determining material availability, conformance to customer requirements, quoting prices, and providing a reasonable delivery commitment designed to obtain the.
• Conducting physical inventories of merchandise and goods.

• Keeping accurate financial records through Matching invoices to purchase orders and vouchers, performing data entry, and assisting with the processing of accounts payable and receivable.
• Reconciliations of client and supplier accounts of the companies of the group against statements on a monthly basis, whilst negotiating payment terms accordingly.
• Maintaining interface with vendors to ensure dependable service at optimum prices through frequent correspondence.
• Sending out invoices for management approval.
• Calculating discounts on supply orders.
• Understanding construction terms, barters and contracts.

• Assisting the supervisor in coordinating a team of telephone operators, ensuring they give the best customer support for all the different projects handled.
• Mentoring and training new personnel with support from the Human Resources team.
• Conduct performance monitoring on a monthly basis and assisting the Management Accountant in payroll duties, including assessing and awarding staff with performance-related bonuses.
• Support and deal with non-performances..

• Handling customer queries through telephone calls and e-mail.
• Directing incoming calls to respective personnel and sections.
• Receiving customer complaints and following through to ensure action is taken accordingly.
• Preparing daily delivery schedules whilst ensuring that all clients are served within stipulated time.
• Offering the best possible service to the numerous customers visiting the store.
• Opening and closing cash point daily..

• Selling extensive range of motor insurance policies.
• Generating sales leads and following up on potential customers.
• Renewing insurance policies of existing clients and amending details accordingly.
• Building business relationships and servicing customers' insurance needs, by understanding their requirements and matching them with insurance products..

• Conducting administrative and organisational activities.
• Handling customers through telephone calls.
• Monitoring reports of overdrawn patrons.
• Drafting correspondence to be sent to clients.
• Promoting new services to segmented and targeted consumers.
• Assisting colleagues to develop my skills further.

Nvq Level 5, Diploma In Banking And Financial Services

Principal Modules: • Financial Services Environment • Marketing, Sales and Customer Services • Lending and Securities • Managing.

Matriculation Certificate

Completed a two-year Academic Program including Physics and Pure Mathematics at Advanced Level, and English, Philosophy, Graphical.

Education record