Gareth Bradley Perez
Shift Support Agent
Plumstead
Summary
Professional Support Specialist with broad experience in delivering exceptional client assistance and resolving technical issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
22
22
years of professional experience
1
1
Language
Work History
Shift Support Agent - Banking
DIGIPROCESSING
11.2015 - Current
- Ensuring all payment methods are operating optimally by monitoring alerts, reports and monitoring screens
- Escalating and following up incidents to applicable support centres/MGS/Processors etc
- Managing Downtime
- Assisting regions with customer timeout queries
- Compiling incident and other after-hour support related reports
- Resolve Monies out queries from the Payment Teams
- Resolving Monies in and Monies out processing issues for the African methods
Risk Agent
DIGITAL OUTSOURCE SERVICES
06.2014 - 11.2015
- Provide real time assessment across three brands – review of all accounts and transactions in order to manage risk and exposure.
- Thorough evaluation of client account and all documentation to ensure all information is correct and legitimate.
- Extract and collate information for accounts that fail to meet legitimacy standards, and review report for incongruences
- Take appropriate action (either via direct order or judgment call) to withhold transactions, as per risk acceptance criteria.
- Communicating /escalating communication to the appropriate channels for further action.
- Providing risk related assistance telephonically for the regions.
- Ad-hoc tasks as required by managers/shift supervisors.
Fraud & Collusion Agent
DATACASH
02.2013 - 06.2014
- Proactive fraud investigations on the poker micro-gaming network – to prevent & identify fraud and collusion syndicates; through screening of newly registered accounts, suspicious purchase and cashin patterns, withdrawals and pending withdrawals.
- Taking quick decisive action where fraud has been identified based on screening/investigative report/feedback.
- Communicating/escalation of communications to operators regarding locked accounts.
- Ensuring that stop withdrawal requests are sent to operators to ensure funds are not lost.
- Ensuring that all calls logged by operators are responded to.
- Chat moderation.
- Received the Dreamplayer Award – June 2013 for Agility & Partnership in recognition for demonstrating excellence in Datacash Values.
Customer Service Advisor
REGIS MANAGEMENT
03.2012 - 01.2013
- Daily customer liaison duties - provide account support to the client via email, chat or voice mediums. Assist with alternative funding solutions and options, handling ad hoc queries from the client.
- Account verifications.
- Processing Outbound welcome call to new players.
- Monitoring of accounts for duplicate account patterns i.e fraud ring detection
- Inbound Sales - Cross selling of products and informing clients of promotions and new offers.
- Administrative duties including assisting in the setting up of process flow docs for daily tasks, new staff training and running of shift.
- Copywriting online content and loading graphics for the company website (games).
Customer Service Advisor
TEAM TALK MEDIA GROUP(SA)/ SKY BETTING AND GAMING
02.2009 - 01.2012
- Daily customer liaison duties - provide account support to the client via email, chat or voice mediums. Assist in providing alternative funding solutions and options, handling ad hoc queries from the client.
- Account verifications and registration.
- Monitoring of accounts for fraudulent patterns.
- Analysed hand histories to ensure standard gameplay is maintained
- Liaising with banks and third party suppliers of product.
- Inbound Sales - Cross selling of products and informing clients of promotions and new offers.
- Administrative duties including new staff training.
Customer Loyalty Agent
BWIN/ MERCHANTS
12.2007 - 01.2009
- Customer liaison - account support via email, chat and voice mediums, handling of client queries, updating and verification of accounts, providing alternative funding solutions/options.
- Inbound Sales - informing clients of current promotions and offers.
- Monitoring - analysing hand histories to ensure standard gameplay is maintained, monitoring of accounts for fraudulent patterns
Senior Barman
DOWNHALL COUNTRYHOUSE HOTEL, UK
11.2006 - 03.2007
- Maintaining cocktail and banqueting bars
- Controlling barfloats.
- Cash ups.
- Managing stock (control/requisition).
- Setting up of stations.
- Supervised casual staff.
- Working knowledge of operafidelio (micros).
Conference and Banqueting Porter
DOWNHALL COUNTRYHOUSE HOTEL, UK
08.2005 - 11.2006
- Reception duties - meet and greet of conference guests.
- Setting up of banquet functions.
- Waitroning functions.
Bookkeeper
P.A PEREZ AND ASSOCIATES
03.2004 - 05.2005
- Data capturing using Pastel 5.2.
- Sending off supplier/customer invoices.
- Posting cash books and cashbook reconciliations.
- Month end journals and posting P&L reports
Education
National Senior Certificate - English, Afrikaans, Mathematics, Geography, Science, Accountancy
01.2000
Skills
10 years experience in operational banking support, 4 years risk management, 6 years customer service
Self starter with a can do, personable attitude
Adaptable in any environment Capable of making an assessment; taking charge and appropriating the correct action according to the needs of the situation
Proven change management capability and maintaining productivity in a high stress environment
C
References
- Nashrien, Khan, Head of CFC Department, +27 71 875 2080, Datacash
- Oscar, Deviliers, Team Leader, +2782 331 8737, Team Talk Media
- Ryan, James, Team Leader, +2783 784 8460, Team Talk Media
- Ashley, Booysen, Senior Agent/Shift Leader, +2783 386 6111, +2778 618 2377, Team Talk Media
- Shireen, America, Human Resource Manager, shireen@staff.iinet.net.au, +2721 410 1816, +2772 232 8166, Bwin/Merchants
- Zach, Swarts, Team Leader, +2776 637 4364, Bwin/Merchants
- Mr. P.A., Perez, Director, +2783 611 3388, P.A.Perez and Associates
PERSONAL DETAILS
- ID: 8205125137080
- Date of Birth: 1982-05-12
- Nationality: South African
- Transport: Own vehicle
- Driver’s License: 08 L/Pass vehicle< 3500Kg
- Notice Period: 1 week
Hobbies
Gym, Running, Poker, Reading
Timeline
Shift Support Agent - Banking - DIGIPROCESSING
11.2015 - Current
Risk Agent - DIGITAL OUTSOURCE SERVICES
06.2014 - 11.2015
Fraud & Collusion Agent - DATACASH
02.2013 - 06.2014
Customer Service Advisor - REGIS MANAGEMENT
03.2012 - 01.2013
Customer Service Advisor - TEAM TALK MEDIA GROUP(SA)/ SKY BETTING AND GAMING
02.2009 - 01.2012
Customer Loyalty Agent - BWIN/ MERCHANTS
12.2007 - 01.2009
Senior Barman - DOWNHALL COUNTRYHOUSE HOTEL, UK
11.2006 - 03.2007
Conference and Banqueting Porter - DOWNHALL COUNTRYHOUSE HOTEL, UK
08.2005 - 11.2006
Bookkeeper - P.A PEREZ AND ASSOCIATES
03.2004 - 05.2005
Norman Henshilwood High - National Senior Certificate, English, Afrikaans, Mathematics, Geography, Science, Accountancy