Suraj Raidas
Gibraltar
Summary
Customer Protection Analyst with extensive experience in managing customers through phones and addressing Safer Gambling, Affordability, and Financial Crime risks. Demonstrated proficiency in analyzing customer behavior to ensure regulatory compliance while promoting responsible gambling through effective tools such as deposit limits and self-exclusion. Expert in maintaining accurate records and handling sensitive situations with professionalism, ensuring transparency and accountability. Possesses a strong knowledge of Safer Gambling policies and Anti-Money Laundering (AML) regulations, dedicated to safeguarding customers and upholding business integrity.
Overview
3
3
years of professional experience
Work History
Customer Protection Analyst
Entain
Gibraltar
05.2024 - Current
- Proactively engaged with customers to address safer gambling, affordability, and financial crime concerns, ensuring strict adherence to regulatory standards.
- Promoted the use of responsible gambling tools, including deposit limits, time-out options, and self-exclusion, to mitigate risks and enhance customer protection.
- Analyzed customer behavior and interactions to identify signs of problem gambling, vulnerability, or financial distress, implementing appropriate safeguarding measures.
- Managed sensitive and confidential information in full compliance with GDPR and internal policies, ensuring data protection and privacy.
- Applied risk management techniques to evaluate customer responses and implemented tailored interventions, such as account reviews, financial restrictions, or account closures.
- Delivered exceptional customer service under pressure, effectively resolving complex issues, and de-escalating situations involving distressed or dissatisfied customers.
- Demonstrated expertise in safer gambling policies, anti-money laundering (AML) regulations, and compliance frameworks within the gambling sector.
- Collaborated with internal departments, including Fraud, Compliance, and Risk, to resolve complex cases and ensure timely, accurate decision-making.
- Consistently achieved and exceeded performance and quality targets in a dynamic, fast-paced, and regulated work environment.
Customer Service Representative
Kindred
10.2023 - 03.2024
- Provide friendly and efficient customer support through various channels such as live chat, email, and phones.
- Assist players with inquiries, technical issues, and account management, ensuring timely resolution and maximum satisfaction.
- Collaborate effectively with cross-functional teams to quickly identify and resolve intricate issues, guaranteeing seamless experiences for players.
- Maintain detailed records of customer interactions and feedbacks including Customer Satisfaction (CSAT) scores, promptly and effectively.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Logged details of customer service calls in computer system following correct protocols.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Due Diligence
BVG (BetVictor)
Gibraltar
08.2023 - 10.2023
- Led customer account verification, guiding document preparation and submission via alerts, live chat, and email.
- Proficient in gaming software like VC Portal, ID3 Global, and project management tools such as Jira. Skilled in Excel and Outlook for task management.
- Developed expertise in verifying customer documents from the United Kingdom and various global regions, ensuring meticulous compliance with account verification protocols.
- Addressed customer inquiries on CDD requirements with clarity and regulatory adherence.
- Managed customer records for data accuracy, contributing to smooth operations.
- Collaborated across functions to resolve account-related issues.
- Consistently achieved punctual task completion, maintaining a productive work environment.
Bartender
Viceroy
Gibraltar
07.2023 - 08.2023
- Developed extensive knowledge of beer, wine, spirits, cocktails and other beverages to ensure accuracy when taking orders
- Attended regular training sessions designed to improve product knowledge and increase efficiency behind the bar
- Crafted specialty cocktails according to customer specifications
- Maintained an organized and clean work environment, ensuring all customer areas were properly stocked with supplies
- Prepared beverages and cocktails according to mixing and presentation standards and recipes.
Sports Support Representative
888 (VIS Lts)
01.2022 - 04.2023
- Dealing with all customers queries on a daily bassi via e- mail, phone and chats and assisting and advising members of documentaries required.
- Identifying issue and raising with the Managers for further action.
- Liaising with the transaction team regarding payments; operations team regarding documents and with the traders foe bet settlement.
- Knowledgeable with gaming programmes Oracle RightNow, NTS, Jira as well as Microsoft Office and Outlook.
- Providing trainings to new co-workers.
Education
GCSE -
Gibraltar College
GibraltarA-Level -
Gibraltar College
GibraltarSkills
- Attention to details
- Communication
- Teamwork
- Decision making
- Complaint resolution
- Safe Gambling knowledge
- Order Management
- Bar service preparation
- Extensive knowledge of spirits
- Basic accounting
- Handling difficult customers
- AML and KYC Knowledge
- Microsoft Windows and Office
Languages
1,A1,5,C1
Contact
GX11 1AA Gibraltar
References
References available upon request.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Spanish
Beginner
A1
Timeline
Customer Protection Analyst
Entain
05.2024 - Current
Customer Service Representative
Kindred
10.2023 - 03.2024
Customer Due Diligence
BVG (BetVictor)
08.2023 - 10.2023
Bartender
Viceroy
07.2023 - 08.2023
Sports Support Representative
888 (VIS Lts)
01.2022 - 04.2023
GCSE -
Gibraltar College
A-Level -
Gibraltar College
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