Bongiwe Dlamini
Casino Risk Specialist
Johannesburg
Summary
Experienced risk specialist with a proven track record in identifying, analyzing, and mitigating risks. Proficient in data analysis, regulatory compliance, and strategic planning. Recognized for ability to effectively collaborate with teams and consistently deliver reliable results. Adaptable to changing needs and a dependable asset in high-pressure environments.
Overview
9
9
years of professional experience
2025
2025
years of post-secondary education
Work History
Casino Risk Specialist
playTSOGO
06.2024 - Current
- Protecting corporate assets by identifying fraudulent behaviour conducted by existing or new application players that attempt to defraud the company by identity theft or bonus abuse with the intention of exploiting temporary application weaknesses/bugs or more elaborated cheating/collusion activities
- Checking game play, handling/processing of customer daily withdrawal requests, and verifying due diligence on customers
- Collating background information and analysing data to develop and deliver quality risk analysis on customer behaviour
- Providing an excellent customer journey to all players by dealing with complaints and payment escalations
- Performing a risk assessment of new/current players throughout their customer journey generated by the current risk framework and performing EDD when appropriate
- Evaluating, reviewing, and approving KYC documents sent in by players to establish affordability and legal funding when handling documents such as source of wealth and/or source of funds to mitigate AML risks or proceeds of crime
- Ensuring that all tasks performed are in line with the set processes and procedures related to anti-money laundering and KYC flows
- Liaising with 3rd party Payment/fraud providers for enhanced investigations or resolutions linked to Player issues
- Evaluating and identifying suspicious behaviour as well as independently reporting Suspicious Transaction Reports (SAR) to the MLRO and deputy
- Conducting enhanced ongoing monitoring and compiling additional due diligence where it may be needed
Call centre agent/ Team Leader
playTSOGO
08.2022 - 05.2024
- Recording details from customer communications on CRM
- Dealing with complex customer complaints professionally and politely, resolving issues with favourable solutions
- Maintaining detailed product knowledge to competently and expertly advise customers
- Writting and submitting timely reports on performance, targets, and customer queries
- Guiding customers through troubleshooting, navigating company site and using products or services
- Recording details of customer's complaints and inquiries and outlining actions taken
- Documenting and alerting management teams of trends in customer complaints
- I'm managing the call centre's administration including reports, generation of action plans, and updating the information system
- Monitoring operations to ensure employees follow relevant procedures and work towards defined Key Performance Indicator (KPI) targets
- Maintaining excellent employee relationships by cultivating supportive, positive and helpful working environment
- Serving as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff
- Offering constructive feedback to employees in response to quality assurance measures
Call Center Agent
Ask Afrika (Pty) Ltd
08.2018 - 02.2019
- Collecting data on customer demographic, preferences, needs, and buying habits to identify potential markets
- Dealt with unpleasant and angry respondents
- Conducted telephonic surveys and collected data, using methods such as interviews, and questionnaires
- Conducted interviews for a range of commercial and official clients, including corporate and government bodies
- Captured and recorded participant opinions and responses with meticulous accuracy
Outlet operator
04.2016 - 07.2018
- Assisted customers in booking flight, bus, and event tickets
- Processed customer payments
- Reconciled cashbook
- Arranged promotional items and in-store displays
- Undertook store administration
Education
Contact and business process outsourcing Support - Contact Centre
Training Force
Parktown North, GP06-2022
Higher certificate in Social Auxiliary - Social Work Auxiliary, NQF Level 5
Community Aid Response College
Johannesburg, GP 01.2012 - 12.2012
Matric - undefined
Esokwazi Secondary School
Sebokeng, GP 01.2007 - 12.2007
Skills
- CRM Proficiency
- FICA Regulations Knowledge
- Zendesk Proficiency
- Live Chat Management
- Skilled in Software Utilization
- Results-Oriented Thinker
- Data gathering
- Multitasking
- Audit support
- Data analytics
- Risk Assessment
- Risk Management Strategies
- Excel Proficiency
- Risk mitigation
- Risk Analysis Reporting
- Analytical Problem-Solving
Timeline
Casino Risk Specialist
playTSOGO
06.2024 - Current
Call centre agent/ Team Leader
playTSOGO
08.2022 - 05.2024
Call Center Agent
Ask Afrika (Pty) Ltd
08.2018 - 02.2019
Outlet operator
04.2016 - 07.2018
Higher certificate in Social Auxiliary - Social Work Auxiliary, NQF Level 5
Community Aid Response College
01.2012 - 12.2012
Matric - undefined
Esokwazi Secondary School
01.2007 - 12.2007
Contact and business process outsourcing Support - Contact Centre
Training Force
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