Senior Payment Operations Manager

Promoted from VIP Manager to Risk & Anti-Fraud Specialist. Managed end-to-end risk and fraud prevention operations within the iGaming industry, combining withdrawal review, KYC verification, transaction monitoring, and fraud investigation to protect the platform from financial and operational risk. Risk & Payment Operations: • Reviewed and processed player withdrawal requests in line with internal controls and operational procedures. • Conducted KYC checks and verified account details to ensure compliance and minimize payment-related risk. • Liaised with payment providers to investigate and resolve transaction-related issues. • Monitored player transactions and account activity to detect anomalies, suspicious patterns, and risk signals. • Analyzed gaming activity, deposit behavior, and bonus usage prior to withdrawal approval to prevent abuse and mitigate financial losses. Fraud Investigation & Prevention: • Investigated suspicious transactions, abuse patterns, and high-risk account behavior. • Detected bonus abuse, multi-accounting, unusual payment activity, and other high-risk behaviors. • Analyzed traffic sources and player activity to identify affiliate abuse across CPA, RevShare, and Hybrid partnership models. • Supported fraud response, escalation processes, and risk-based decision-making to reduce financial losses. • Strengthened fraud controls, improved operational workflows, and enhanced abuse prevention processes across the organization. Key Achievement: Detected an fraud scheme caused by a calculation error — led the investigation that blocked related accounts, recovered 718,000 USDT, and resolved the root cause, preventing recurring abuse. Key Skills Developed: Risk Management • Fraud Investigation • KYC/AML • Transaction Monitoring • Payment Operations • Affiliate Fraud Detection • Bonus Abuse Prevention • Multi-Accounting Detection • Cross-Team Collaboration • Root Cause Analysis

Promoted to VIP Manager after 6 months in Customer Technical Support, taking ownership of the relationship management and retention strategy for high-value Portuguese-speaking players. Key Responsibilities: • Managed a dedicated portfolio of VIP players, building personalized, long-term relationships to maximize engagement and lifetime value. • Acted as the main point of contact for VIP clients, ensuring a premium, tailored experience across all touchpoints. • Monitored player activity and behavior patterns to identify retention risks and proactively address player needs. • Coordinated personalized bonus offers, promotions, and loyalty rewards in line with player value and internal policies. • Collaborated closely with the marketing, payments, and risk teams to ensure smooth, compliant handling of VIP accounts. • Maintained detailed player profiles and interaction history to support data-driven relationship management. • Ensured all VIP interactions complied with responsible gaming and internal compliance standards. Key Skills Developed: VIP Account Management • Client Relationship Management • Player Retention • Portuguese (Native) • Cross-Team Collaboration • Responsible Gaming Compliance • iGaming Industry Knowledge

Provided technical and customer support within the iGaming industry, assisting players with account-, payment-, and transaction-related issues while maintaining a high standard of service quality. Key Responsibilities: • Handled player inquiries via chat and email regarding account access, payments, verification, and transaction-related issues. • Resolved customer cases in a timely and professional manner, escalating complex issues to relevant internal teams when necessary. • Guided players through the issue resolution process while ensuring full compliance with internal procedures and policies. • Identified recurring customer pain points and provided feedback to help improve service quality and internal processes. • Operated in a fast-paced, high-volume environment with a strong focus on accuracy and customer experience. Key Skills Developed: Customer Support • Technical Troubleshooting • Payment & Transaction Issues • Account Verification • Cross-Team Escalation • Process Improvement • iGaming Industry Knowledge

Worked in B2B operations within the international market, managing direct relationships with companies in Portugal as part of a team focused on business development and commercial partnerships. Key Responsibilities: • Initiated and maintained direct contact with clients in Portugal, building long-term, trust-based business relationships. • Negotiated purchase and sales agreements, adapting communication strategy to each client's specific needs and market context. • Managed the client pipeline through a CRM system, ensuring accurate tracking of interactions and follow-ups. Collaborated with internal teams to streamline processes and improve conversion rates. Key Skills Developed: B2B Operations • Negotiation • Cross-Cultural Communication • CRM Management • Portuguese (Native) • English (Professional Working Proficiency) • Microsoft Word/Excel