Summary
Overview
Work History
Education
Skills
Gaming License
Timeline
Generic

Carlos Castillo

Englewood,US

Summary

Dynamic professional with extensive experience in online gaming and entertainment, specializing in fraud detection and regulatory compliance. Proven track record of enhancing operational efficiency through data analysis and workflow optimization. Skilled in fostering team collaboration and advocating for customer needs, ensuring seamless onboarding and compliance adherence.

Overview

5
5
years of professional experience

Work History

Seasonal Customer Experience Agent

Fanatics Betting & Gaming
Jersey City, US
04.2025 - 08.2025
  • Resolved customer inquiries through multiple communication channels effectively.
  • Documented customer interactions using internal CRM systems accurately (Salesforce).
  • Identified and escalated priority issues to appropriate teams for resolution.
  • Educated customers on product features and promotions proactively.
  • Communicated with customers via phone, email and online chats.

Senior Payments & Fraud Analyst

Tipico Sportsbook & Casino (Tipico USA)
Hoboken, US
08.2021 - 09.2024
  • Investigated cases of suspected fraudulent activities, including tracing money trails and analyzing documents.
  • Conducted Customer due diligence using World Check/LexisNexis, and other Internet-based/3rd party investigative tools
  • Performed detailed analysis of financial transactions to identify suspicious activity.
  • Developed automated monitoring workflows to enhance operational efficiency.
  • Guided junior analysts to foster continuous improvement and skill development.
  • Partnered with IT and Compliance teams to refine KYC processes, ensuring seamless customer onboarding and regulatory adherence.
  • Investigated payment discrepancies, implementing fraud detection strategies that led to enhanced security and reduced chargeback rates.
  • Coordinated with various departments within the organization to ensure adherence to established standards, leading to improved regulatory compliance and team cohesion.

Customer Relations & KYC/Compliance Representative

Tipico Sportsbook & Casino (Tipico USA)
Hoboken, US
07.2020 - 08.2021
  • Resolved client inquiries related to onboarding, document verification, and product awareness.
  • Collaborated with internal teams including Fraud, Compliance and Responsible Gaming to address and mitigate suspicious activities.
  • Developed and maintained comprehensive internal knowledge base for recurring Customer support issues.
  • Maintained accurate records of customer interactions to ensure compliance.

Education

BUSINESS MANAGEMENT - Cincinnati, Ohio

University of Cincinnati
Cincinnati, Ohio

Skills

  • Fraud Strategy Development
  • Fraud Detection
  • Risk Management
  • Data Analysis
  • Team Collaboration
  • Confidentiality Management
  • Account Monitoring
  • Regulatory Compliance - AML
  • CRM Software (Salesforce & Zendesk)
  • Workflow Optimization
  • Operational Efficiency
  • Escalation Handling
  • KYC Verification & Compliance
  • Document management
  • Customer Advocacy
  • MS Office Suite (Experienced)
  • Excellent Communication Skills (Verbal and Written) and Attention To Detail

Gaming License

NJ Casino Employee Registration, #055836-35, NJ Division of Gaming Enforcement

Timeline

Seasonal Customer Experience Agent

Fanatics Betting & Gaming
04.2025 - 08.2025

Senior Payments & Fraud Analyst

Tipico Sportsbook & Casino (Tipico USA)
08.2021 - 09.2024

Customer Relations & KYC/Compliance Representative

Tipico Sportsbook & Casino (Tipico USA)
07.2020 - 08.2021

BUSINESS MANAGEMENT - Cincinnati, Ohio

University of Cincinnati

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