Leo Martin Lacibal

Led a team at B2Spin Limited to manage account verification and risk, ensuring agents met KPIs and handled escalations for big redemptions and high-risk accounts.

• Prepared detailed KPI reports and tracked RM specialists' attendance to ensure staff coverage within shifts.
• Developed agents' quality performance through coaching and analysis of team statistics.
• Implemented strategies to improve processes and team performance, resulting in increased efficiency and reduced risk.

• Mentored and executed BAU tasks, investigated root causes, and delivered high-quality recommendations to internal stakeholders.
• Prevented fraudulent financial transactions, mitigating loss to the business and customers.
• Updated procedure manuals, reviewed process flows, and implemented Key Control Self-Assessment processes to enhance controls.

• Primary duty is to observe casino operations, real time alerts to studio management in case of monetary fraud or loss.
• Basic understanding of sports books products and casino gaming.
• Detecting customer fraud as well as addressing customer complaints.
• Acts as an independent review and evaluation body to ensure that compliance issues/concerns within the company are being appropriately evaluated, investigated and resolved.
• Assist fraud control operation such as identifying fake accounts, bonus abusers/hunters
• Liaise with finance to ensure player withdrawals are checked in timely manner according to company process.
• Balancing financial figures to ensure withdrawals are correctly approved.
• Assist in the identification of bonus abuser’s / money launderers.
• Administer, maintain and understand Back Office System Integrity.
• Checked daily online member registration and identify duplication and fraud based on company’s terms and conditions.

• Primary duty is to observe casino operations, real time alerts to studio management in case of monetary fraud or loss
• Basic understanding of sports books products and casino gaming
• Detecting customer fraud as well as addressing customer complaints
• Assist fraud control operation such as identifying fake accounts, bonus abusers/hunters
• Liaise with finance to ensure player withdrawals are checked in timely manner according to company process
• Assist in the identification of bonus abuser's / money launderers
• Monitoring of table games to ensure all operational and specific game rules are strictly adhered
• Monitoring of correct table limits and accurate online game play is in place
• Reporting and escalation of any irregularities through documented protocols
• Ensuring CCTV Operations are uninterrupted, recorded and able to be played back without fault
• Liaising with Management and/or Customer Service to effectively communicate or resolve player disputes
• Ensuring operational policy for the shuffling, counting and storage of cards is carried out correctly by staff at all times
• Ensuring operational policy for the use of card shoes is carried out correctly by casino staff at all times

• Company Overview: Sun City Holiday Leisure Resort
• Conduct gambling games such as dice, or cards, following all applicable rules and regulations
• Check to ensure that all players have placed bets before play begins
• Stand behind a gaming table and deal the appropriate number of cards to each player
• Inspect cards and equipment to be used in games to ensure that they are in good condition
• Maintains a professional, friendly and courteous atmosphere providing the customer with a pleasant gaming experience
• Sun City Holiday Leisure Resort