Brianna N. Casanas
New Jersey,New Jersey
Summary
Experienced Customer Care Regulatory Coordinator with 3.5 years in online casino gaming, specializing in regulatory escalations, responsible gaming, payments, and cross-department collaboration. Proven ability to investigate accounts, manage regulator-facing cases, and deliver accurate reports under high-pressure deadlines. Skilled in Zendesk, Jarvis, Back Office, Campaign Docs, and PReports.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Care Regulatory Coordinator
BetMGM Online Casino
NJ
08.2022 - Current
- Investigate customer accounts escalated by compliance, state regulators, or formal complaints.
- Capture communications, transaction data, and compliance documentation in CRM systems (Zendesk, Jarvis, Back Office, Campaign Docs, PReports).
- Serve as liaison across Customer Service, Responsible Gaming, Risk & Payments, 2nd Line Tech Support, Legal, Compliance, Executives, and Sports Traders.
- Conduct documentation gathering, account auditing, and compliance reporting.
- Provide compliance-related updates, reports, and audit-ready documentation.
- Assist with coaching/training to reduce escalations.
- Balance competing priorities in a fast-paced environment.
- Key tools: SharePoint, Jarvis, Back Office, Campaign Docs, Zendesk, Smartsheet, PReports, Adobe, Docusign, VPN secure systems
Administrative Assistant / Receptionist
Dansky Katz Ringold Esq, Personal Injury Law Firm
Marlton, NJ
09.2018 - 11.2020
- Greeted clients, performed intake, and gathered legal documentation.
- Managed court calendars, scheduled appointments, and handled attorney correspondence.
- Supported attorneys and paralegals with case file preparation and legal research.
- Drafted and proofread legal documents, maintained confidentiality, and managed filing systems.
- Coordinated daily operations of the office, ensuring smooth client communication.
Bank Specialist & Digital Media Specialist
TD Bank NA
Mount Laurel, NJ
02.2017 - 11.2018
- Handled 60–70 daily customer calls for banking services, fraud disputes, and compliance.
- Cross-sold products, managed accounts, and promoted financial literacy.
- Created SOPs and trained staff on compliance and customer service standards.
- Supported digital media campaigns to strengthen customer engagement.
Education
Associate of Science - Health Sciences
Rowan College at Burlington County (RCBC)
NJ08.2026
Skills
- Regulatory Compliance & Reporting (Casino & Sports Wagering)
- Responsible Gaming Case Management
- Risk & Payments Compliance
- Customer Escalations & Regulator Communication
- Internal Control & Audit Preparation
- Analytical Data Gathering & Report Building
- CRM Systems: Zendesk, Jarvis, Back Office, Campaign Docs, PReports
- Cross-Functional Collaboration: Legal, Executives, Traders, Tech, Compliance
- Strong Organizational & Presentation Skills
- Microsoft Office Suite (Word, Outlook, PowerPoint)
- Document control
- Regulatory submissions
- Regulatory policies
- Document management
- Report creation
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Reliability
- Critical thinking
- Effective communication
- Adaptability and flexibility
- Task prioritization
- Goal setting
- Training and development
- Professionalism
- Quality assurance
Certification
- Remote Work Best Practices, Coursera (optional)
- Certification in Cosmetology (2021)
- Certification in PMU Microblading (2021)
CUST
Ready for fully remote opportunities in regulatory compliance, responsible gaming, or risk — with a strong NJ foundation and nationwide adaptability.
Timeline
Customer Care Regulatory Coordinator
BetMGM Online Casino
08.2022 - Current
Administrative Assistant / Receptionist
Dansky Katz Ringold Esq, Personal Injury Law Firm
09.2018 - 11.2020
Bank Specialist & Digital Media Specialist
TD Bank NA
02.2017 - 11.2018
Associate of Science - Health Sciences
Rowan College at Burlington County (RCBC)