Ernie R.
Mid-Level Gaming Risk Analyst
Open to offersNew to PlatformAbout
Ernie R. is an experienced professional in the gaming and customer support sectors, with notable roles in risk operations and responsible gameplay analysis. At VGW (Virtual Gaming World), Ernie worked as a Risk Operation RSG Analyst from 2021, specializing in analyzing player risk profiles, conducting targeted player interactions, and implementing Malta (MGA) Player Protection Directives within a regulated gaming environment. Ernie was also involved in onboarding new team members and process improvement. Previously, Ernie served as a Chat Host Moderator and Responsible Gaming Analyst at Entain Manila for major UK brands such as Ladbrokes and Gala Bingo, and at Paragon ICC for SkyBingo, handling live chat moderation, player engagement, and customer protection. Earlier experience at Convergys included technical and customer chat support for US-based TV services. Ernie is proficient with Tableau, Salesforce, Zendesk, Featurespace, Databricks, and Snowflake, as well as Google programs.
Experience
Risk Operation RSG Analyst (Responsible Social Gameplay Analyst)
VGW (Virtual Gaming World) · 2021 — 2025Conducted analysis of RSG alerts and escalations, developing risk profiles for players to identify indicators of at-risk or problem gameplay behavior; performed targeted player interactions via phone and email to prevent gameplay disorder. Worked with cross-functional teams to address customer experience and collaborated with management to update processes and procedures. Assisted in creating new RSG rules within a real-time alert system and ensured compliance with Malta (MGA) Player Protection Directives and internal policies. Facilitated staff training for onboarding new RSG team members and provided customer service support for email, live chat, and calls. Utilized tools including Tableau, Featurespace, Zendesk, Snowflakes, BambooHR, and Salesforce.Chat Host Moderator for Ladbrokes, Gala Bingo, Cheeky Bingo; Risk Operation | Responsible Gaming Analyst; Risk Operation | Customer Protection Contact Center (CPCC expert)
Entain Manila · 2020 — 2021Handled chat moderation for Ladbrokes, Gala Bingo, and Cheeky Bingo while performing risk operations as a Responsible Gaming Analyst and Customer Protection Contact Center expert in the gaming industry. Accessed reports with Databricks and Snowflake, investigated data to identify risk-related behavior, and managed tasks using Salesforce, Zendesk, and Featurespace. Proficient with Google docs, sheets, slides, and Google Meets.Chat Host Moderator for SkyBingo
Paragon ICC, a Playtech Company · 2019 — 2020Oversaw multiple chat rooms simultaneously for SkyBingo, organizing chat games and addressing player concerns related to wagering within the UK gaming industry.Customer Chat Support; Tech Support Tier II
Convergys · 2016 — 2019Provided customer chat support and Tier II technical assistance for US-based Dish TV, addressing TV and satellite-related concerns, guiding on reading TV and internet bills, and performing upselling of TV channels.
Skills & Expertise
Education
- Bachelor of Science in Secondary Education Major in MathematicsCity University of Pasay (Formerly Pamantasan ng Lungsod ng Pasay) · 2012 — 2016
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