WarriorLab is a global Management Consulting firm offering expert and award-winning strategic services to the iGaming, Social Gaming, and Sweepstakes industries. We are the trusted advisor to the world's leading businesses and institutions.Our niche focus areas include Workshops and Training | B2C Operations, Strategy and Structure | VIP Program Design and Development | Player Development | Conversion, Retention, Optimisation and Growth | Analytics and Audits.We have deep functional and industry expertise, where our scope and knowledge allow us to address problems no one else can. Combining unmatched experience, specialised skills and a dedication to excellence, we offer services in Consulting and Strategy, Technology and Digital, Project Management and Operations.We work with our clients as we do with our colleagues. We build their capabilities and leadership skills at every level and every opportunity. We do this to help build internal support, get to real issues, and reach practical, smart and cost-effective recommendations. Through custom-tailored solutions and projects, our award-winning people bring out the capabilities of our clients to fully participate in the process and lead the ongoing work.We embrace the power of change to create value and shared success for all stakeholders - empowering organisations to grow and build sustainable competitive advantage.

• Developed and implemented a set of internal controls to ensure the accuracy and integrity of financial data and reduce the risk of fraud• Developed a system to identify and monitor high-risk customers with delinquent payments, resulting in a reduced rate of bad debt write-offs• Implemented internal guidelines to safeguard company assets and reduce the risk of fraud• Structured internal controls that improved the accuracy of financial reporting and reduced the risk of fraud• Structured team of leaders and specialists in charge of covering the operation• Overall structuring and building of the department as well as leading the initial training for staff

Head of Operations responsible for:• Oversee the day-to-day operations of the organization.• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience for our brands.• Work directly with Department Managers on staffing requirements, coaching, development and career path planning.• Understand the importance of Customer Service and work with the CS team to improve the level of service.• Ensures service and sales targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.• Collaborate with Shared Service Teams to improve process and ensure constancy throughout.• Work closely with the Acquisition, Retention, and Development leadership teams to understand the client journey and how that relates to the Customer Service team.• Identify bottlenecks within the organization and provide solutions.• Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Executive team.• Provide suggestions, recommendations to both grow the brand and increase revenue.• Oversee the assisting and implementing of process improvements.• Building and maintaining effective internal and external stakeholder relationships.• Anything else as assigned by the Executive team.

• Serving as project manager for the operations customer support, security and payments workgroups.• Working with key stakeholders to define project scope, requirements and delivery milestones for products & new services rollouts.• Project planning and tracking creating key milestones and deliverables.• Ensuring that projects in the roadmap are delivered on time and within scope.• Manage changes to the project scope and schedule• Perform risk management to minimize risks• Weekly RAG project status progress reports delivered to stakeholders • Manage Operations Portfolio projects• Functioning as a Business Analyst and assisting various Operations projects.• Currently delivering automation projects for RPA and Document Verification Automation and integration to Operations Tasks• During assignment to tasks attained a good grade at year end reviews.

• Focal for Licenses – in charge of understanding registration & validation processes of the 18 available licenses on site.• Change management and transition of Verification tasks into Customer Support Operations – ensuring consistent employee morale, implementing new configurations for workload assignment and achieving the company strategic goals on location.• Coordinating training restructure for Customer Operations including new verification and security tasks.• Training, Coaching, Mentoring and Transitioning Customer Support Agents & Team Managers into new Security and Verification tasks.• Managed a team of 10 agents to optimal levels throughout tenure, teams attained a minimum score of “Good” or “Meeting Expectations”• Escalating and providing relevant feedback to Senior Management on all aspects of our daily operation, performance and team management• Daily supervision of up to 120 to 140 staff (local as well as remote)• Appropriate allocation of available resources to maximize efficiency meeting daily targets• Handling staff questions ensuring they were provided assistance as needed• Change management and transition during structural changes for headcount on Malta location – ensuring consistent employee morale and achieving the company strategic goals on location.• During assignment to tasks attained a very good grading at year end reviews.

• Focal for Licenses – in charge of understanding registration & validation processes of the 18 available licenses on site • Focal for multiple accounts Security systems – reviewing, escalating and providing relevant feedback related to multiple accounts control systems and new developments• Focal for Spanish RGIAJ investigation requests as requested by Compliance• Focal for Innovation and development of new tools and ideas• Launched NJ, RO, CZ, PT, IN licenses – as well as deploying multiple changes to current registration and validation processes as required by License Regulators• Managed a team of 15 agents to optimal levels throughout tenure, teams attained a minimum score of “Good” or “Meeting Expectations”• Developing Team Leaders, Trainers & Senior Agents on various tasks or new roles• Escalating and providing relevant feedback to Senior Management on all aspects of our daily operation, performance and team management• Assistance & Training in opening a new Security & Verification department in India with multiple visits to the opened office.• Daily supervision of up to 120 to 140 staff (local as well as remote)• Monitoring email, withdrawal, transfer and security alerts queues to ensure SLA• Appropriate allocation of available resources to maximise efficiency meeting daily targets• Acting as escalation point for all issues concerning player account security and financial fraud• Handling staff questions ensuring they were provided assistance as needed• Change management and transition for Operations closure in Costa Rica – ensuring consistent employee morale and achieving the company strategic goals on location.• During assignment to tasks attained excellent grading at year end reviews

• Daily supervision of up to 25 to 35 staff (local as well as remote)• Monitoring email, withdrawal, transfer and security alerts queues to ensure SLA• Appropriate allocation of available resources to maximize efficiency meeting daily targets• Acting as escalation point for all issues concerning player account security and financial fraud• Handling staff questions ensuring they were provided assistance as needed• Assisted in development of the Rational Group Suggestion Forum acting as moderator• During assignment to tasks achieved a very good score at year end reviews.

• Provided email and telephone support for security related queries• Fraud analysis provided for transactions made on site (Cashouts, Transfers)• During assignment to tasks consistently attained an excellent score at year end reviews.

General Escalation Point and Trainer for the regional team responsible for:• Training and coaching of security related matters including new starters, achieved a 100% success rate on new inductions to the department• Creating workshops and content to help implementing best practices to deal with cases• Assisted with implementation of PIPs and shadowing, achieved a 100% success rate on PIPs.• Acting as general escalation point, handling escalations and questions from team members for assistance and decision making with cases, providing feedback to managers about ongoing matters, procedure updates and staff performance on top of aforementioned tasks.• During assignment to tasks consistently attained an excellent score at year end reviews.

• Provided email and telephone support for security related queries• Fraud analysis provided for transactions made on site (Withdrawals, Transfers)• During assignment to tasks consistently attained an excellent score at year end reviews.