Amrit Pal
3/1 Peary St, Darwin City,NT
Summary
Customer-focused Customer Service Representative with 2 years of experience in the betting and gaming industry. Skilled in handling high-pressure environments, resolving inquiries on wagering, account management, and technical issues, while ensuring compliance with industry regulations. Strong problem-solving and communication skills, adept at de-escalating challenges to deliver exceptional service. Proven team player with the ability to manage high call volumes and consistently exceed performance metrics, committed to providing timely, accurate solutions for a seamless betting experience.
Overview
3
3
years of professional experience
Work History
Customer Service Operator & Risk Operations
Betfair Exchange
03.2023 - Current
- Responding promptly to incoming customer queries via phone calls and emails
- Providing support to the Risk Investigations team by actioning fraud alerts and account investigations
- Addressing escalations and directing them to the appropriate department when necessary
- Continuously monitor transactions and activities for signs of suspicious behaviour or frauds
- Actioning suspicious IP alerts and addressing account takeovers to mitigate potential threats
- Actioning AML fraud alerts, such as PayPal fraud, and coordinating with the relevant department as needed
- Processing and reviewing large deposits and withdrawals
- Supporting the team in conducting risk & bet investigations
Tech Operation Assistance Volunteer
Betfair Exchange
04.2024 - Current
- Log any IT issues encountered promptly using the Service portal
- Assign priority levels to incidents based on their impact and urgency
- Keep users informed about incident status and progress
- Document solutions and workarounds in a knowledge base for future reference
- Coordinate the scheduling and execution of approved changes
- Adhere to the established approval process for changes to ensure smooth implementation
- Participate in post-implementation reviews to assess the effectiveness and impact of changes
ICT Support Technician & System Admin
Australian Regional & Remote Community Services
04.2023 - 06.2023
- Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging)
- Setting up workstations with computers and necessary peripheral devices
- Develop and maintain local networks in ways that optimize performance
- Working on active directory and ensuring its security and access
- Ensure security and privacy of networks and computer systems
- Building business applications with Microsoft Power Apps
- Asset management with Intune
Support Worker
Territory Health and Support (THS)
01.2022 - 02.2023
- Assisting clients on their medical appointments
- Assisting clients with budgeting and shopping
- Assisting Clients with their daily chores
- Provide Community access
- Administering medication
Support Worker
Territory Care & Support Services (TCASS)
06.2021 - 11.2021
- Assisting clients on their medical appointments
- Assisting clients with budgeting and shopping
- Assisting Clients with their daily chores
- Provide Community access
- Administering medication
Education
Responsible Service of Online Wagering -
TAFE
01.2024
Navitas Professional Year -
Navitas Darwin
01.2023
Master of Information Technology - Cybersecurity
Charles Darwin University
01.2022
Cert IV in Disability -
Supreme Education and Training
01.2022
Bachelor of Computer Application -
Jamia Hamdard University
01.2019
Skills
- Pen – testing
- C
- C
- Python
- MySQL
- Social engineering
- Operating Systems
- JAVA
- DBMS
- Core Java
Qualificationsandmemberships
- ACS member, 05/01/22
- First & CPR
- Ochre card
Volunteer Experience
Umeed (NGO), New Delhi, India, 07/01/18 - 01/31/19 - Organized an event on menstrual hygiene awareness. Developed a report on issues faced by residents of a slum in Delhi, Taught children under the age of 10 how to read.
References
Neha Shrestha, Neha.shrestha@kindredgroup.com
Timeline
Tech Operation Assistance Volunteer
Betfair Exchange
04.2024 - Current
ICT Support Technician & System Admin
Australian Regional & Remote Community Services
04.2023 - 06.2023
Customer Service Operator & Risk Operations
Betfair Exchange
03.2023 - Current
Support Worker
Territory Health and Support (THS)
01.2022 - 02.2023
Support Worker
Territory Care & Support Services (TCASS)
06.2021 - 11.2021
Navitas Professional Year -
Navitas Darwin
Master of Information Technology - Cybersecurity
Charles Darwin University
Cert IV in Disability -
Supreme Education and Training
Bachelor of Computer Application -
Jamia Hamdard University
Responsible Service of Online Wagering -
TAFE
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