Joseline Mackie
Brooklyn,NY
Overview
22
22
years of professional experience
Work History
Risk and Fraud Supervisor
BetMGM
09.2022 - 02.2025
- Led risk protocol improvements, enhancing operational efficiency and reducing fraud incidents
- Directed risk team, creating advanced fraud detection systems with measurable success
- Trained new agents, conducted refreshers as needed to maintain up to date fraud awareness
- Maintained strict regulatory compliance through detailed report generation and analysis
VIP Risk Premium Support Associate
BetMGM
01.2022 - 09.2022
- Designed VIP account processes for efficiency, reducing response time and elevating client satisfaction
- Managed time efficiency, ensuring consistent delivery of high-quality work
- Analyzed VIP player behaviors to identify risk patterns, implementing strategic monitoring protocols and enhanced account security while maintaining positive client relations
Risk and Payments Associate
BetMGM
01.2020 - 01.2022
- Identified and analyzed suspicious betting patterns, enhancing fraud detection efficiency
- Monitored transactions, uncovering fraudulent activities, improving security measures
- Collaborated with teams to implement strategies, achieving measurable results in fraud reduction
Telephone Services Supervisor
Randstad Staffing
04.2019 - 01.2020
- Led a team of 20 in a call center, enhancing service quality and efficiency
- Trained new staff and refreshed current staff
- Monitored customer feedback to ensure high service standards
- Prepared performance reports and improved operational metrics
Telephone Services Operator
Randstad Staffing
07.2003 - 04.2019
- Managed inbound calls, resolving issues with professionalism
- Fostered team success through collaborative customer service strategies
Education
Liberal Arts Degree -
Hostos Community College
01.1999
Skills
- Team leadership
- Employee training
- Time management
- Attention to detail
- Coaching and mentoring
- Organizational development
- Microsoft Suite
- Customer service
- Learning new programs
- Multitasking Abilities
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Risk and Fraud Supervisor
BetMGM
09.2022 - 02.2025
VIP Risk Premium Support Associate
BetMGM
01.2022 - 09.2022
Risk and Payments Associate
BetMGM
01.2020 - 01.2022
Telephone Services Supervisor
Randstad Staffing
04.2019 - 01.2020
Telephone Services Operator
Randstad Staffing
07.2003 - 04.2019
Liberal Arts Degree -
Hostos Community College