Enrique Guillen Chavarria
Resumen profesional
Fraud & Risk Analyst with experience in Fraud Prevention, AML/KYC, Payments Operations, and Responsible Gaming.
Strong background in customer service, account investigation, transaction monitoring and risk analysis within fast-paced environments
know for professional integrity, ethical standards, adaptability nd strong interpersonal skills. A quick learner committed to delivering high quality results through honesty, accountability, teamwork and a customer focused approach.
Datos destacados
5
5
years of post-secondary education
11
11
years of professional experience
Experiencia
Fraud & Risk Analyst
Betcris
2019.06 - 2026.06
- Perform risk assessments and account reviews for new and existing customers.
- Verify customer identities and documentation in accordance with KYC, AML/CTF, and regulatory requirements.
- Monitoring customer activity and transactional behavior to identify suspicious patterns, fraud indicators and multi-accounting attempts.
- Investigate fraud alerts and conduct manual reviews using internal risk management tools.
- Processors restriction and block when fraudulent activity or elevated risk is detected.
- Manage ID and document verification to support Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) procedures.
- Support Responsible Gaming initiatives by identifying behavioral indicators and escalating player protection concerns.
- Collaborate with other teams to improve fraud prevention processes and maintain regulatory compliance.
- Risk evaluation to perform refunds when potential fraud is detected and to protect the platform integrity.
- Review and approve payment request while ensuring compliance with company policies.
Customer Service Representative
Mybookie.ag, Xbet.ag
2017.11 - 2019.06
- Customer support via phone, live chat and emails while providing a high quality customer experience.
- Account inquiries, betting related issues and general troubleshooting assistance.
- Identifying and escalating technical or platform issues when necessary.
- Creation and management of support tickets to ensure prompt resolutions.
- Maintained service quality standards while consistently meeting performance metrics and customer satisfaction.
- Collaborating with internal departments to ensure efficient issue resolution and customer satisfaction.
Customer Service Representative
Teleperformance
2017.04 - 2017.11
- Inbound phone support to property owners using the HomeAway and VRBO vacation rental platforms.
- Assisted property owners with account inquiries, calendar arrangements, listings and general service-related issues.
- Deliver professional support in a fast-paced environment while meeting quality and performance metrics.
- Maintained a high level of empathy and communication when handling sensitive customer situations.
Call Center Bilingual Agent
Pizza Hut
2015.09 - 2017.05
- Provided bilingual customer assistance through phone, email and chat channels while delivering a positive customer experience.
- Assisted customers with order placement, inquiries and issue resolution in a fast-paced environment, accurately processing food orders while simultaneously handling customer interaction and maintaining attention to detail.
- Worked collaboratively with team members to meet service quality standards and operational goals.
Crew Member
Arcos Dorados Costa Rica
2015.02 - 2015.09
- Prepared food products in accordance with company quality and food safety standards.
- Operated cash registers and processed transactions accurately and efficiently.
- Collaborated with team members to ensure smooth restaurant operations.
- Maintained cleanliness and organization of workstations and dining areas.
Formación
English course
Sotoya Student Institute
2015.05 - 2015.11
High School Degree -
Liceo Luis Dobles Segreda
2009.02 - 2013.11
Enfatiza tus habilidades clave
- Professional Integrity
- Ethical Standards
- Accountability
- Analytical Thinking
- Attention to Detail
- Adaptability
- Effective Communication
- Teamwork
- Fast learner
- Customer Focus
Idiomas
Spanish
Experto
English
Intermedio avanzado
Cronología
Fraud & Risk Analyst
Betcris
2019.06 - 2026.06
Customer Service Representative
Mybookie.ag, Xbet.ag
2017.11 - 2019.06
Customer Service Representative
Teleperformance
2017.04 - 2017.11
Call Center Bilingual Agent
Pizza Hut
2015.09 - 2017.05
English course
Sotoya Student Institute
2015.05 - 2015.11
Crew Member
Arcos Dorados Costa Rica
2015.02 - 2015.09
High School Degree -
Liceo Luis Dobles Segreda
2009.02 - 2013.11