KATHERINE REYES
Virtual Assistant
Valenzuela City,00
Summary
Experienced operations, administrative, and customer support professional with a strong background in business operations, regulatory compliance, virtual assistance, bookkeeping support, and client service management. Skilled in streamlining workflows, managing administrative processes, coordinating schedules, handling financial documentation, and delivering exceptional customer and client support. Proven ability to improve operational efficiency, maintain accurate records, support business growth, and adapt effectively to fast-paced corporate and remote work environments.
Overview
12
12
years of professional experience
Work History
Virtual Assistant / Administrative & Bookkeeping Support
01.2025 - Current
- Provide comprehensive virtual administrative support to business owners and clients, including calendar management, email correspondence, scheduling, and appointment coordination.
- Assist with bookkeeping functions such as invoice creation, expense monitoring, payment tracking, account reconciliation, and financial data organization.
- Maintain accurate spreadsheets, reports, and client databases using Microsoft Office, Google Workspace, and cloud-based tools.
- Handle customer support tasks, follow-ups, and client communications while maintaining professionalism and confidentiality.
- Support payroll coordination, vendor management, online research, presentation creation, and file organization.
- Streamline business processes and administrative workflows to improve daily efficiency and productivity.
- Freelance / Remote
iGaming Customer Service Agent
Kyzen Services
12.2023 - 01.2025
- Provide prompt, courteous, and effective chat support to players regarding account issues, game rules, technical problems, and general inquiries.
- Assist players with account registration, deposits, withdrawals, and account verification processes/KYC.
- Resolve player issues by clarifying complaints, determining causes, selecting the best solutions, and ensuring complete resolution.
- Escalate complex issues to appropriate departments when necessary.
- Maintain thorough understanding of iGaming products and services to provide accurate information.
- Monitor compliance with company policies, procedures, and regulatory requirements.
- Record and document player interactions and actions taken in customer support systems.
- Identify and report potential fraud or security concerns.
- Contribute to team goals and operational excellence.
Fraud and Risk Control Specialist
Digiplus Interactive Corp
06.2022 - 04.2023
- Analyze alerts from risk controls and proactively investigate emerging threats.
- Review and approve customer withdrawals.
- Provide second-line support regarding fraud and risk-related queries.
- Produce detailed fraud activity reports.
- Analyze customer behavior for quality risk assessment.
- Conduct EDD, SOF, SOW, and affordability checks.
- Handle escalations, complaints, and complex fraud investigations involving third-party providers.
- Carry out risk assessments and ensure prompt issue resolution.
Trading Operations Operator (Bwin)
Interactive Sports Asia Limited – Entain Plc
05.2019 - 06.2022
- Analyze risk control alerts and approve customer withdrawals.
- Use proactive investigation techniques to identify fraud and operational threats.
- Provide second-line operational support for fraud and customer-related issues.
- Produce detailed reports regarding fraudulent activities.
- Analyze customer betting behavior and conduct affordability checks.
- Manage escalations, complaints, and third-party investigations.
- Ensure customer journey excellence while maintaining sportsbook integrity.
Sportsbook Monitoring Team Leader
Softec Digital Solution Inc.
09.2017 - 04.2019
- Check sportsbook odds lines created by team members.
- Manage customer bets and oversee sportsbook operations.
- Liaise with customer service and fraud departments.
- Work with third-party providers to improve trading tools.
- Ensure quality and accuracy of sports betting operations.
- Assess agent adherence to company policies and regulatory standards.
- Provide coaching and performance feedback to team members.
Sportsbook Monitoring Staff
Softec Digital Solution Inc.
12.2016 - 08.2017
- Answer customer calls and process bets accurately.
- Provide sports pricing and betting information.
- Monitor real-time sporting events and update match data.
- Handle sportsbook-related concerns and assist live trading events.
Cashier / Gaming Assistant
Francis Gaming & Amusement Center (PAGCOR eGames)
08.2014 - 09.2015
- Perform casino gaming activity audits.
- Handle cash management processes and procedures.
- Maintain accurate transaction records.
- Process player deposits and withdrawals.
- Balance cash and chips before and after shifts.
Education
Bachelor of Science - Entrepreneurship
Colegio De San Juan De Letran
Manila, Metro Manila, Philippines 04.2001 -
High School Diploma -
St. Joseph Academy of Valenzuela — Secondary Education
Valenzuela, Metro Manila, Philippines 04.2001 -
Skills
Customer service
Microsoft office
Data entry
Attention to detail
Calendar management
Problem-solving
Task prioritization
Expense tracking
Basic accounting
Organizational skills
Administrative support
Multitasking Abilities
Customer and client relations
Timeline
Virtual Assistant / Administrative & Bookkeeping Support
01.2025 - Current
iGaming Customer Service Agent
Kyzen Services
12.2023 - 01.2025
Fraud and Risk Control Specialist
Digiplus Interactive Corp
06.2022 - 04.2023
Trading Operations Operator (Bwin)
Interactive Sports Asia Limited – Entain Plc
05.2019 - 06.2022
Sportsbook Monitoring Team Leader
Softec Digital Solution Inc.
09.2017 - 04.2019
Sportsbook Monitoring Staff
Softec Digital Solution Inc.
12.2016 - 08.2017
Cashier / Gaming Assistant
Francis Gaming & Amusement Center (PAGCOR eGames)
08.2014 - 09.2015
Bachelor of Science - Entrepreneurship
Colegio De San Juan De Letran
04.2001 -
High School Diploma -
St. Joseph Academy of Valenzuela — Secondary Education
04.2001 -