Yanika Micallef

• Identified issues, analyzed information and provided solutions to problems.
• Saved the company over quarter of a million dollars in my own investigations leading to fraudulent activities such as fraud rings, bot plays, collusions, chip dumpings, jurisdiction exploitation and many others.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.
• Improved operations through consistent hard work and dedication.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Created spreadsheets using Microsoft Excel and other software tools for daily, weekly and monthly reporting such as; affiliate reviews, grading agent scorecards, Monthly OKR's and much more.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Constant correspondences with commercial, legal and affiliate managers.
• Handling of our highest and most serious investigations for poker and casino channels.
• Ecomm, financial risk and fraud procedures followed and liaised with regularly.

I have worked as a general customer service agent for a little bit over 2 months and continued my journey as a Customer Service Senior Agent and progressing to Financial Services. I have also had additional responsibilities added to my everyday work load such as Financial Operations. These include but not limited to tasks such as;

• Handling Financial Threats
• Deposit / Withdrawal Processing and Approvals
• Handling Cryptocurrencys ( Referrals/ Walk-throughs / Issues )
• Handling Unauthorized or suspicious/fraudulent activities such as; Chargebacks, Suspicious Play and any financial concerns.

• Checking boarding passes and passports at the boarding gate
• General Administrative duties
• Assisted with Security Control

• Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
• Increased customer retention and satisfaction by closely monitored team member performance and assessing problematic practices
• Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency
• Assessed financial statements reports to evaluate performance, develop targeted improvements and implement changes.

• Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
• Greet customers entering establishments.
• Maintain clean and orderly checkout areas
• Compute and record totals of transactions

• Responded to emails and other correspondence to facilitate communication and enhance business processes
• Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team efficiency
• Created and updated physical records and digital files