Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Shalone Brown

JERSEY CITY,NJ

Summary

Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled in utilizing industry-specific software and systems, adept at explaining betting rules and odds, and capable of handling high-pressure situations with professionalism and composure.

Overview

4
4
years of professional experience

Work History

Customer Service Associate

Fanduel Group
06.2019 - Current
  • Respond to customer inquiries and resolve issues related to sports betting, casino game issues, account management, payment processing, and responsible gambling practices.
  • Provide information on odds, upcoming sports events, and betting options to assist customers in making informed decisions.
  • Explain the terms and conditions of bonuses and promotions, including wagering requirements, expiration dates, and eligibility criteria.
  • Assist customers with account-related issues, including registration, verification, updating email addresses, account suspensions, duplicate accounts, chargebacks, account limits, password reset, and account security.


  • Collaborate with the technical team to troubleshoot website and app issues reported by customers.
  • Maintain accurate records of customer interactions and feedback to identify trends and areas for improvement.
  • Guide customers through the deposit and withdrawal process, as well as address payment-related questions and concerns.
  • Handled a high volume of customer chats and emails to address inquiries, and resolve patron's issues.


  • Work to resolve disputes and complaints in a fair and timely manner, often involving collaboration with the casino, sportsbook, and TVG management team.
  • Troubleshoot technical issues customers may encounter while using the Fanduel casino, sportsbook, or TVG website/mobile app. This includes helping with login problems, game glitches, location, and payment processing.

Education

No Degree -

Morgan State University
Baltimore, MD

Skills

  • Isight
  • AdminWeb
  • Geocomply
  • Regulatory Compliance
  • Zendesk
  • Salesforce
  • Openbet
  • Dispatcher

Additional Information

NJ, PA, IL, and IN sportsbook gaming licenses.

NY, NJ, PA, and OR racing licenses.

Timeline

Customer Service Associate

Fanduel Group
06.2019 - Current

No Degree -

Morgan State University

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Shalone Brown