tiroche

Conducted audits of bonus programs, sportsbook and live casino games, identify-ing potential vulnerabilities and abuse schemes. Provided insights on optimizing KYC/AML procedures to prevent multi-accounting, bonus hunting, and fraudulent payouts. Successfully prevented a 50.000$/month abuse scheme related to multi-accounting, fixed games betting, bonus abuse and usage of live-dealer games to bypass the withdrawal restrictions. Implemented the transaction monitoring system for inbound payments that prevents deposit bonus abuse and apply accounts restrictions according to the rules - it helped to cut the fraudulent withdrawals without additional investigation by 37% on monthly basis.

Provided timely and efficient technical support to end users, resolving hardware and software issues to ensure smooth operations. Implemented system upgrades and software installations, enhancing overall functionality and performance. Conducted thorough troubleshooting and diagnostics to identify and resolve network connectivity issues. Collaborated with cross-functional teams to develop and implement IT solutions that met the needs of the organization. Was a team lead for the 1-line external agents in a transition period. Created the knowledge bases for the supported systems. Performed outstanding user training. Achievements: Increased the overall user satisfaction from support team (yearly) by 60%. Significantly reduced a ticket resolving terms from 5–7 days to 1–2 days. Implemented the ticket review calls twice a week that has refined the internal support communication and improved the activities transfer process. Outstanding 90% increase of ticket solving performance without involving the 2nd and 3rd level of support by leading the first line agents (including trainings and performance reviews). Was promoted to the IT Business Analyst based on success in working with stakeholders and high expertise in systems.

- Increased the user satisfaction rate from customer support in RU segment via implementing the user-case script system by 60%. - Took part in a site localization process for RU region by increasing the translated paths from 10 to 70%.- Increased the user satisfaction rate from customer support in RU segment via implementing the user-case script system by 60%. - Took part in a site localization process for RU region by increasing the translated paths from 10 to 70%.