Summary
Overview
Work History
Education
Skills
Websites
Timeline
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ANTHONY FIUME

Rutherford,NJ

Summary

Results-driven operations leader with a proven track record in overseeing end-to-end operations in the online sports wagering industry, ensuring efficient payment processing, robust vendor relationships, and dynamic market adaptations. Adept at leading high-performing teams, optimizing processes, and adhering to regulatory standards, consistently driving improvements in quality and efficiency. Committed to continuous education and industry knowledge, staying at the forefront of payment processing evolutions for secure and seamless transactions, ultimately contributing to organizational success

Overview

9
9
years of professional experience

Work History

Wallet Operations Analyst

Sleeper
02.2024 - Current
  • Reconciling daily reports of user activity against activity from payment processors to ensure accurate accounting of funds
  • Processing user withdrawals in a timely and efficient manner
  • Maintain relationships with payment processors (Nuvei, Paypal) to resolve user issues and optimize payment processes
  • Prepare and submit daily regulatory reports to ensure compliance with financial regulations and agency requirements.
  • Support the month end financial close process by reconciling all user funds against bank account information
  • Ensure company bank accounts are over funded to ensure user's can request timely withdrawals

Payment Operations Team Leader

BETMGM
06.2022 - 02.2024
  • Expertly led a high-performing team of up to 20 Associates and Supervisors in analyzing and swiftly resolving standard reconciliation discrepancies with precision, adhering to defined quality standards
  • Responsible for the end to end deposit and withdrawal cycle, ensuring customer’s funds reach the intended account.
  • Facilitated deposits and withdrawals through multiple payment methods including ACH (Trustly, VIP Preferred), ONLINE WALLETS (Paypal, Play +), and DEBIT and CREDIT CARDS (Visa, Mastercard, Discover).
  • Diligently managed the monthly quality assurance reporting process, ensuring the meticulous collection, analysis, and presentation of key performance metrics and insights
  • Regularly facilitated individual feedback sessions with Supervisors and Associates, offering a dedicated platform for open communication, performance evaluation, and professional development
  • Meticulously crafted and managed monthly work schedules for both Associates and Supervisors, ensuring optimal allocation of resources and coverage to meet operational demands

Payment Operations Supervisor

BETMGM
01.2020 - 06.2022
  • Responsible for ensuring department completes assigned tasks in an accurate and timely fashion
  • Reviewed daily tasks to create daily workloads for Associates
  • Available as point of contact for Associates to ask questions or raise concerns that may arise as it relates to assigned tasks
  • Responsible for reviewing completed work through monthly quality assurance reviews. These reviews ensure Associates are following proper procedure and are providing exceptional customer service to players
  • Developed and maintained database of department knowledge and procedures to ensure Associates are well informed
  • Communicates directly with payment providers such as Paypal, Trustly, Play +, and Global Payments to ensure issues faced by players are resolved in a timely fashion

Customer Service Representative

Pella Windows and Doors
01.2018 - 06.2020
  • Met customer needs by diagnosing service issues processing service requests scheduling service appointments based on customer product time and labor requirements providing quotes to customers ordering necessary service parts
  • Researched and troubleshoot product issues from customer in an accurate and timely manner.
  • Updates customer files (electronic files in Pella Service System) each time contact is made with customer and closes file when job is completed
  • Researched requirements for repairs to ensure parts ordered for services tasks are accurate
  • Resolved customer complaints regarding product and service, engaging other departments when needed (i.e. Sales, Order Fulfillment, and Corporate Support Staff)
  • Assisted Service Technicians with daily issues including scheduling, parts orders, directions, and customer communications.
  • Scheduled delivery method for service parts without a technician trip (i.e. USPS/Fed Ex)
  • Completed confirmation processes for customers with time/date of appointments, and placed calls to customers after event was completed to determine service level obtained
  • Meet or exceeded monthly goals, including call volume, quality, and productivity goals as established by department management

Warehouse Manager

Viola Brothers
01.2016 - 01.2018
  • Oversaw two warehouses containing products such as windows, doors, and various wood, and trim used in homebuilding
  • Responsible for safe and efficient loading and unloading of company trucks daily
  • Interacted with several vendors delivering product each day to ensure that material is delivered correctly and stored safely within warehouses
  • Interacted with customers on a daily basis filling orders, addressing customer concerns, and ensuring product meets customer standards
  • Responsible for maintaining inventory of product in conjunction with company salesmen and director of company
  • Oversees a team of 1-3 people daily, assisting in previously mentioned responsibilities

Education

High School Diploma -

Rutherford High School
01.2011

Skills

  • Payment Reconciliation
  • Payment Processing
  • Leadership
  • Quality Assurance

Timeline

Wallet Operations Analyst

Sleeper
02.2024 - Current

Payment Operations Team Leader

BETMGM
06.2022 - 02.2024

Payment Operations Supervisor

BETMGM
01.2020 - 06.2022

Customer Service Representative

Pella Windows and Doors
01.2018 - 06.2020

Warehouse Manager

Viola Brothers
01.2016 - 01.2018

High School Diploma -

Rutherford High School

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