Donn J.
Mid-Level Risk Operations Specialist
Open to offersNew to PlatformAbout
Donn J. is a seasoned professional specializing in Risk Operations & Customer Experience with direct experience in the sportsbook, e-commerce, and telecommunications industries. In roles at Rivalry Corp. and KMC Solutions, Donn J. managed high-volume betting operations, performed comprehensive risk monitoring & fraud analysis, and executed account reviews to mitigate platform risk. As a Shift Supervisor and Customer Service Representative, he ensured adherence to service levels, quality assurance, and process improvement while overseeing escalations and providing guidance on complex cases. Proficient in CRM & ticketing systems such as Zendesk and Salesforce, Donn J. is adept at leveraging these tools for data accuracy and real-time decision-making within dynamic operational environments.
Experience
Sportsbook Operations Agent
Rivalry Corp. · 2023 — 2026Monitored betting activity for irregular behavior and value exploitation. Investigated flagged accounts, applying risk-based actions like limits and restrictions. Analyzed user patterns to reduce platform risk and maintain operational integrity. Collaborated with support teams on bet settlements and policy-related matters. Managed sportsbook content including featured matches and promotional odds.Shift Supervisor
KMC Solutions · 2022 — 2023Supervised support agents during real-time operations, ensuring quality and prompt resolution of issues. Monitored performance metrics and queue volume while adhering to service levels. Handled escalations and provided guidance on complex cases. Conducted QA reviews to uphold consistent service standards.Customer Service Representative
KMC Solutions · 2021 — 2022Delivered high-volume chat and email support for sportsbook users, resolving inquiries related to bets, settlements, bonuses, and account access. Escalated disputes and suspicious activity cases to senior teams. Maintained documentation accuracy using CRM systems.Customer Service Representative
Concentrix · 2019 — 2020Assisted customers with billing, plan inquiries, and technical issues in a high-volume environment. Resolved problems and documented cases within CRM systems, ensuring service quality standards were met.
Skills & Expertise
Education
- Bachelor of Industrial TechnologyUniversity of Batangas
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