Anthony Koempel
Matawan,NJ
Summary
Customer Operations professional with hands-on experience in the online sports betting and gaming industry. Currently supporting BetMGM customers in a fast-paced, 24/7 environment aligned with live sporting events. Skilled in managing customer inquiries, analyzing account activity, and resolving issues accurately while adhering to company policies and regulatory standards. Strong communicator with a passion for sports, customer experience, and operational excellence within regulated gaming platforms.
Overview
4
4
years of professional experience
Work History
Customer Success Representative (Internal Candidate)
BETMGM
10.2024 - Current
- Support BetMGM customers in a highly regulated, 24/7 sports betting environment, adhering to internal controls, compliance standards, and responsible gaming policies.
- Review account activity and customer history to resolve issues accurately while adhering to internal policies and regulatory requirements.
- Escalate suspicious activity with clear documentation, supporting risk mitigation and regulatory compliance.
- Utilize Zendesk to accurately document cases, outcomes, and investigative notes.
- Maintain strict confidentiality and professional judgment when handling sensitive customer and financial information.
- Balance multiple cases simultaneously while meeting performance expectations and operational KPIs.
- Collaborate closely with Risk, Responsible Gaming, Payments, Compliance, and internal stakeholders to support timely resolution of customer and fraud-related cases.
- Identify recurring risk patterns and trends, providing feedback to leadership to support continuous improvement and rule refinement.
Customer Success Representative
800.COM
07.2023 - 04.2024
- Reviewed customer accounts, billing activity, and invoices to identify discrepancies, errors, and potential misuse.
- Investigated customer-reported issues by analyzing account history and transactional data.
- Maintained detailed and accurate documentation within CRM systems.
- Managed a high volume of cases while maintaining quality, accuracy, and adherence to procedures.
- Escalated complex or high-risk issues appropriately to protect customer accounts and company assets.
Inside Sports Advertising Sales
PROFESSIONAL SPORTS PUBLICATION
04.2023 - 05.2023
- Operated in a high-pressure, metrics-driven environment, making 200+ outbound calls daily.
- Managed pipelines, tracked performance metrics, and adjusted outreach strategies to meet targets.
- Built and maintained relationships with local, regional, and national clients.
Customer Service Associate
SAL’S KAR CARE
06.2022 - 04.2023
- Handled inbound calls, online orders, scheduling, and payments using POS and CRM systems.
- Managed appointment flow and customer expectations in a real-time, service-based environment.
- Coordinated inventory, billing, and logistics while maintaining a high standard of customer service.
- Demonstrated strong multitasking, organization, and communication skills.
Producer Intern
CHOP SPORTS STUDIO
08.2022 - 02.2023
- Produced and managed a sports podcast, including scheduling, content creation, and promotion.
- Analyzed audience engagement data to recommend improvements to content strategy.
- Collaborated with team members to meet production deadlines and quality standards.
Team City Member Intern
ORLANDO CITY FC
08.2021 - 05.2022
- Supported live event operations, marketing activations, and fan engagement initiatives.
- Adapted quickly to changing priorities and real-time event demands.
- Assisted with data collection and fan database growth initiatives.
Education
Bachelor of Science - Sports Marketing & Media
Full Sail University
Winter Park, FL03.2023
Skills
- Fraud & Risk Awareness
- Suspicious Activity Identification
- Transaction & Account Review
- Data Analysis & Pattern Recognition
- Regulatory & Policy Adherence
- Case Management & Documentation
- KPI Awareness (AHT, AFRT, Resolution Time)
- Multi-Channel Operations (Chat, Phone, Email)
- Zendesk CRM
- Investigative Mindset
- Attention to Detail
- Time Management & Prioritization
Timeline
Customer Success Representative (Internal Candidate)
BETMGM
10.2024 - Current
Customer Success Representative
800.COM
07.2023 - 04.2024
Inside Sports Advertising Sales
PROFESSIONAL SPORTS PUBLICATION
04.2023 - 05.2023
Producer Intern
CHOP SPORTS STUDIO
08.2022 - 02.2023
Customer Service Associate
SAL’S KAR CARE
06.2022 - 04.2023
Team City Member Intern
ORLANDO CITY FC
08.2021 - 05.2022
Bachelor of Science - Sports Marketing & Media
Full Sail University