Jamie Fayaz
Gibraltar
Summary
A highly-motivated individual seeking a new challenge. I have a strong work ethic and exceptional interpersonal and communication skills.
Throughout my working career, I have developed an excellent eye for detail, great adaptability to different working environments and ability to work well under pressure. I have acquired an in-depth understanding of the gaming industry with regards to the compliance and regulatory side of the business; and I am willing to expand my skills and knowledge with a new and exciting opportunity.
I can offer a strong level of a ‘can do attitude’ and natural social & rapport building skills which I am sure can help support the growth of the company.
Overview
11
11
years of professional experience
1
1
Certification
Work History
UK Live Commercial Executive
Entain PLC
Gibraltar
01.2024 - Current
- Weekly commercial presenting across all involved stakeholders through the use of chart trends, BI & other reporting tools to build a story around commercial performance.
- Conducted research on industry trends, competitor analysis and pricing strategies.
- Collaborated with cross-functional teams including Commercial, Propositions, Brand, CRM & Operations to ensure smooth functioning of business operations.
- Data mining through excel and other BO software to identify challenges and key opportunities for live casino games and implement change/optimisation where applicable.
- Performed risk management activities related to player stake and profit and take action where necessary.
- Established relationships with key stakeholders and B2C suppliers through regular meetings, calls & emails.
- Developed a strategy to increase market share and expand the customer base.
- Monitored customer satisfaction levels by analyzing survey results and taking corrective measures where necessary.
- Prepared reports on financial performance of the organization on a periodic basis.
- Conducted market research and reported on competitors.
Safer Gambling Analyst
Entain PLC
Gibraltar
08.2022 - Current
- Proactively monitor and review players' accounts to identify potential “At Risk/Problem Gamblers”.
- Using a variety of investigative tools to identify customers Source of Funds & Income.
- Using effective back-office tools and alerts to complete a variety of safer gambling and AML reviews to provide a smooth customer journey.
- Completing outbound/inbound contacts with our customers via phone, email and live chat.
- Keeping and maintaining accurate records of identified patterns, interactions and actions.
- Using judgment to decide when follow-up contact would be most effective.
- Adhering to compliance and player protection policies and processes.
Customer Due Diligence
BetVictor
Gibraltar
06.2021 - 06.2022
- Verifying customer accounts in line with business processes and policies in place.
- Preparing detailed reports outlining findings from due diligence investigations.
- Assessing business plans and identified areas for improvement or further investigation.
- Ensuring and keeping up to date with regulatory requirements with both the UK Gambling Commission and other governing bodies.
- Using analytical skills to carefully review sensitive customer information and respond appropriately.
Customer Service Representative
Kindred LTD
Gibraltar
11.2020 - 05.2021
- Dealing with customer contacts through a variety of channels including phone call, live chat and email whilst upholding communication to the highest standards.
- Promoting high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Hitting contact volume KPIs and exceeding expectations.
- Maintaining detailed records of customer interactions, transactions and comments for future reference.
- Remaining calm and professional in stressful circumstances and effectively reaching resolution.
Customer Support Executive
RACV
Melbourne
10.2018 - 09.2020
- Answering customer inquiries via phone, email, and chat.
- Resolving customer issues in a timely manner.
- Providing detailed information about products and services.
- Maintaining accurate records of customer interactions.
- Developing solutions to address customer complaints.
Recovery Mechanic
British Army
01.2013 - 01.2017
- Helping recover stranded/damaged vehicles with the use of cranes, other key lifting equipment.
- Further assessing the nature of vehicle recovery and decide the method of correct retrieval as safely as possible.
- Training small groups in mechanical theory and practice.
- Keeping detailed records of repairs, labor involved and parts used.
Education
High School Diploma -
Cheadle & Marple Sixth Form College
Manchester09.2012
Skills
- Rapport building and team player
- Active Listening and excellent communication
- Problem-Solving
- Interpersonal Skills
- Multitasking
- Attention to detail
- Time management and organisational skills
Certification
Remote Gambling Online Course- Remote Gambling, Anti- Money Laundering and Responsible Gaming Award
Suicide Awareness- Gambling Industry
Gold Star Award- EPIC Employee of the Month two months consecutively
Languages
English
First Language
Spanish
Advanced
C1
References
Available on request
Timeline
UK Live Commercial Executive
Entain PLC
01.2024 - Current
Safer Gambling Analyst
Entain PLC
08.2022 - Current
Customer Due Diligence
BetVictor
06.2021 - 06.2022
Customer Service Representative
Kindred LTD
11.2020 - 05.2021
Customer Support Executive
RACV
10.2018 - 09.2020
Recovery Mechanic
British Army
01.2013 - 01.2017
High School Diploma -
Cheadle & Marple Sixth Form College
Remote Gambling Online Course- Remote Gambling, Anti- Money Laundering and Responsible Gaming Award
Suicide Awareness- Gambling Industry
Gold Star Award- EPIC Employee of the Month two months consecutively
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