AMABELLE RICA L. DIMAGUILA
Manager
Tipas, Tipas, Taguig,00
Summary
Ready to offer exceptional leadership and planning abilities to take on new role in an iGaming industry. Demonstrated expertise in cultivating and managing exceptional teams to meet and exceed demanding targets.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Compliance Manager
TETRASYS/N2OGAMING
12.2019 - Current
- Checking backoffice of whitelabels for invoicing
- Checking backoffice of internal whitelabels to invoices received
- Collaborate with the Finance department to prepare timely invoicing for external whitelabels
- Coordinate with the Finance department of the vendors for the invoice discrepancies
- Preparing Summary of license fee o Preparation of monthly reports for all brands to be given to Senior Management
- Preparing periodic deposits and withdrawals report o Preparing profit/loss bi-weekly report
- Compiling all data using googlesheets and/or excel to create a more concise report via data studio
- Cross department coordination with Payments, Risk and Promotions department
- Periodic backoffice functionality tests and checks
- Supervise and review data reporting administrator’s work
- Evaluate work performance of Staff
- Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
Upwork Customer Ambassador - HV Freelancer Support
Upwork
06.2019 - 08.2020
- Handling both Freelancer’s and High Valued Freelancer’s query via chats and tickets.
Upwork Customer Identity Specialist
Upwork
03.2019 - 02.2020
- Tasked to verify both Freelancer’s and HV Freelancer’s account, if the photo is real and the account is not being used by other person etc.
Head of Payments and Risk Management
Infinit-O/Tetrasys
10.2017 - 12.2019
- Coordinate with other departments on procedures and implementation.
- Managed both teams (Payments team and Risk/Fraud Team)
- Made sure to address all the concerns of both teams
- Attend meetings that will have direct effect on either team or the business
- Application to acquire different Payment Providers/Solutions
- To be the primary contact of each Payment Provider
- Make sure that there is enough manpower for each team
- Scheduling of supervisors/agents
- Approve leave and other emergencies of my supervisors
- Handle escalations for Payments and Risk
- If needed, then I can also do Payments or Risk tasks and handle the whole shift
- Implements procedures for the team to follow
- Send Reports to the upper management so that they will be aware of what’s happening – Payments and Risk perspective
- Make sure that my team will follow the rules and regulations of the company
- Handle the evaluation of my supervisors
- Handle the evaluation of the agents with the help of my supervisors
- Handle the manual transactions and/or approves the manual transaction if needed
- Approve new procedures that will be used by my team when handling transactions
- Train my agents and supervisors for the admin and payment provider dashboard.
Customer Support
Upwork
10.2018 - 06.2019
- Handling Freelancer’s query via chats and tickets
Payments Supervisor
Infinit-O
07.2017 - 10.2017
- Make sure that there is enough manpower for each team
- Handle escalations for Payments and Risk
- If needed, then I can also do Payments or Risk tasks and handle the whole shift
- Implements procedures for the team to follow
- Make sure that my team will follow the rules and regulations of the company
- Handle the manual transactions and/or approves the manual transaction if needed
- Approve new procedures that will be used by my team when handling transactions
- Train my agents and supervisors for the admin and payment provider dashboard.
- Tasked to create all the procedures from scratch
- Coordinate with other departments about procedures and implementation.
- Handle all the deposits and withdrawals from players
- Handle chats from CS
- Send report to managers every day /week
- Create schedule for the team.
Payments Audit Shift Manager
William Hill Group Philippines
TAGUIG CITY, METRO MANILA
07.2016 - 07.2017
- Coordinating with Team Leaders/Trainers/Managers about procedures that are still not clear
- Responsible for the distribution of workload and assigning of tasks between Audit Manila and Audit Sofia (Bulgaria), keeping files neat and updated, ensuring that all tasks are done on time, proper turn over to the next shift, real time escalation to Manager when issues on shifts arise.
- Assisting auditors on procedural and other concerns.
- Responsible for sending shift and other reports.
- Acts as the first level of escalation on all work related concerns.
- I also handle validation of withdrawals just like the auditor if there are a huge volume of WDs for that shift.
- Create monthly knowledge exam for auditors
- Handled plotting of schedule for auditors
- Provide coaching once a week to an auditor and send documented feedback that needs to be submitted to the immediate supervisor.
In-Team Trainer (Payments Audit)
William Hill Group Philippines
TAGUIG CITY, METRO MANILA
08.2014 - 07.2016
- I am tasked to train newly hired auditors for both .com and .com.au
- Make sure that the manuals are updated regarding new procedures being implemented for both groups
- Coordinating with Team Leaders/Trainers/Managers about procedures that are still not clear.
- Creating a monthly knowledge exam for the auditors.
- Tasked to handle the shift sometimes, especially if there is no shift manager present.
- Handled the Australian Auditors and made sure that they get a sanction for their mistakes and understand all the procedures.
Payments Auditor
William Hill Group Philippines
TAGUIG CITY, METRO MANILA
04.2011 - 08.2014
- Responsible for checking the correct wagering of the player o Making sure that all the needed documents are requested and received in the account.
- Checking if player’s account is Fraudulent or not
- Sending to the specific managers all the needed approvals for certain accounts.
- Customer Service Representatives are the ones who get in touch with us regarding player’s withdrawal requests.
- As a senior auditor, I am sometimes tasked to handle the shift if there is no shift manager present.
- Assisted the in-team trainer if there are more than 2 trainees.
- Achievements:
- Consistently high in QA and audit rate
- Perfect Attendance
- 2013 Employee of the Year for Payments department
- Became Employee of the month within the probationary period
Education
Bachelor of Science - Hospitality And Resort Management
Canadian Tourism And Hospitality Institute
Mandaluyong 06.2013 - 08.2015
Skills
Information gathering
Timeline
Compliance Manager
TETRASYS/N2OGAMING
12.2019 - Current
Upwork Customer Ambassador - HV Freelancer Support
Upwork
06.2019 - 08.2020
Upwork Customer Identity Specialist
Upwork
03.2019 - 02.2020
Customer Support
Upwork
10.2018 - 06.2019
Head of Payments and Risk Management
Infinit-O/Tetrasys
10.2017 - 12.2019
Payments Supervisor
Infinit-O
07.2017 - 10.2017
Payments Audit Shift Manager
William Hill Group Philippines
07.2016 - 07.2017
In-Team Trainer (Payments Audit)
William Hill Group Philippines
08.2014 - 07.2016
Bachelor of Science - Hospitality And Resort Management
Canadian Tourism And Hospitality Institute
06.2013 - 08.2015
Payments Auditor
William Hill Group Philippines
04.2011 - 08.2014
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