Yivanna Romero
Buenos Aires
Summary
Results-driven professional focused on delivering exceptional support for customer needs.
Successfully manages concerns and resolves conflicts to maximize customer satisfaction.
Offers strong background in customer relations and communication.
Daily reach of 100 accounts with no errors, total of 2,000 accounts per month.
Optimize verification processes by creating guidelines and shortcuts for their effectiveness.
Shadowing with other agents to optimize their processes and times.
Overview
5
5
years of professional experience
Work History
KYC & Risk Agent
R ISK
07.2021 - Current
- Performing Know Your Customer checks by verifying player documentations
- Use systems and tools to verify the authenticity of player documentation
- Work closely with Player Payments Agents to ensure processing
- Performing AML & Risk to ensure players gaming is sustainable
- Using procedures, conduct on-going monitoring on player accounts to ensure their level of gaming remains affordable
- Be aware of and able to spot patterns which could highlight potential risk gambling problems, money laundering and criminal terrorism financing and report
- Liaise with players, via email in a sensitive and appropriate manner
- Assist the Manager and Head of Payments with any additional operational tasks when requested
- Investigative mindset
CLOUT STUDIO - RENDERING/VISUALIZATION STUDIO
08.2018 - 06.2021
- Managed daily calls with American clients only, create campaigns, analyst in advanced management, sales force platform management, social media content and image creator, sales, 1:1 meetings, creativity in emails, letters and invitations, organizing events and corporate meetings.
Education
Associate of Arts - Journalism
Universidad Rafael Belloso Chacin
Maracaibo12.2018
Radio Production Development -
CEVAZ (English Institute)
2015
Skills
- Native English - oral and written
- Costumer service
- Salesforce platform / reports / Campaigns
- Excel - Word - Power Point Intermediate
- Management
- TSD creation and escalations
- Jira
- Anti-Bribery course
- Anti-Fraud and Payments Handling course
- Anti-Money Laundering & Combatting course
- The Financing of Terrorism course
- Cybersecurity Awareness course
- Responsible Gaming course
- Information Security course
- General Data Protection Regulation course
- ITIL Foundation
Languages
Spanish, English
Native language
Timeline
KYC & Risk Agent
R ISK
07.2021 - Current
CLOUT STUDIO - RENDERING/VISUALIZATION STUDIO
08.2018 - 06.2021
Associate of Arts - Journalism
Universidad Rafael Belloso Chacin
Radio Production Development -
CEVAZ (English Institute)
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