Kayla Samero
Delanco
Summary
Motivated Game Day Intern with practical experience in sports management. Strong focus on fan engagement, event coordination, and team support for optimal game day operations. Notable strengths include strong organizational skills, effective communication, and ability to thrive under pressure. Proven track record of problem-solving abilities that contribute to efficient workflow and positive fan experience.
Overview
3
3
years of professional experience
Work History
Fraud and Risk Analyst
Penn Entertainment
Cherry Hill
03.2024 - Current
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Tracked chargeback activity to identify best practices for determining fraud.
- Used multiple data sources to derive end-to-end fraud performance metrics.
- Documented investigative findings in reports.
- Analyzed and monitored customer accounts for suspicious or fraudulent activity.
- Performed background checks on new customers to detect any potential risks associated with them.
- Implemented customer verification processes, significantly reducing the risk of fraudulent account creation.
Player Services Representative
Penn Entertainment
Cherry Hill
08.2023 - 03.2024
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Maintained up-to-date knowledge of all gaming products available at the casino and sportsbook.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Maintained a high level of professionalism when dealing with difficult customers.
Game Operations Intern
Delaware Blue Coats
Wilmington
11.2021 - 04.2022
- Ran an advertisement board on the scorer's table for match announcers' advertisements.
- Attended the VIP area, checking tickets, remembering names and faces, while making conversations with valued attendees.
- Assisted with ticket pickups, and greeted arriving and departing attendees.
- Worked at the merchandising table, handling and logging all cash and credit transactions.
Education
Master of Science - Sports Management
Southern New Hampshire University
Hooksett, NH01-2023
Bachelor of Arts - Sports Communication And Media
Rowan University
Glassboro, NJ01-2022
Associate of Science - Exercise Science
Rowan College At Burlington County
Mount Laurel, NJ01-2020
Skills
- Problem solving
- Attention to detail
- Team collaboration
- Critical thinking
- Customer service
- Interpersonal communication
- Reliability
- Multitasking
- Detail-oriented
- Account information review
Timeline
Fraud and Risk Analyst
Penn Entertainment
03.2024 - Current
Player Services Representative
Penn Entertainment
08.2023 - 03.2024
Game Operations Intern
Delaware Blue Coats
11.2021 - 04.2022
Master of Science - Sports Management
Southern New Hampshire University
Bachelor of Arts - Sports Communication And Media
Rowan University
Associate of Science - Exercise Science
Rowan College At Burlington County
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