Dimche Filiposki

Honorary teaching basic computer skills to children.

• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Monitored and repaired audio, video, control systems and video conferencing equipment.
• Provided troubleshooting techniques in integrating professional audio systems.

• Diagnosing and solving hardware/software faults.
• Installing and configuring computer systems.
• Analyzing logs to spot trends and underlying issues.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

• Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
• Provided primary customer support to internal and external customers.
• Maintained and managed customer files and databases.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Optimized e-commerce fulfillment strategy to minimize costs while maximizing profits and customer satisfaction.
• Built deep relationships with store managers, and distribution partner sales teams by employing industry expertise and knowledge, retail strategies and sales tactics.
• Set up and negotiated contracts to obtain favorable pricing and delivery structures.
• Prepared and mailed invoices to customers, processed payments and documented account updates.
• Reviewed individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Offered friendly and efficient service to customers, handled challenging situations with ease.

• Adhere to corporate wide and team specific policies, procedures and guidelines;
• Monitoring and investigating accounts which come with higher risk factors;
• Processing of Payouts;
• Monitor and analyze deposits;
• Verify and approve withdrawal requests;
• Customer interaction;
• Investigate flagged or alerted customer accounts generated by the Fraud framework;
• Identify, review and analyze suspicious gaming activities;
• Review and approve KYC documents;
• Block and unblock customer accounts in accordance with procedures and guidelines;
• Provide internal and external consultations on customer account status;
• Analyze and handle chargeback disputes;
• Compile and analyse reports;
• Actively participate in improving internal procedures and processes;
• Act as a point of escalation to relevant departments; (AML, Player Protection, Legal, Compliance, Affiliate Team)
• Be able to work with large amount of information in order to recognize patterns;
• Be able to determine fraud trends based on own analysis;
• Ensuring that money laundering and fraud prevention routines are followed and applied while processing payments and verifying accounts.
• Ensure that tasks are performed in line with the compliance and legal obligations deriving from the respective jurisdictions;

• Training and mentoring new employees within the RFP team;
• Working closely with the team in order to improve and maintain procedures within the RFP team;
• Detecting and preventing fraud rings in early stage;
• Reviewing internal and external transaction alerts;
• Reviewing monitoring thresholds / PEP and Sanction screening;
• Ad hoc task requested by manager or head of department;
• Helping our VIP team and other departments with Payments and risk or AML related queries. Work closely with other managers from other departments;
• Compiling replies to retrieval requests, chargeback notifications and requests for information from acquirers and card issuers as well as proceeding internally and accordingly when such activity is identified;
• Taking care of payment-related complaints from customers both filed directly and through alternative dispute resolution providers, especially but not exclusively IBAS / E-Cogra;
• Assisting and guiding other Team members should the need arise;
• Aiding in payment processing and document review when needed;
• Conducting comprehensive quality assurance (QA) assessments on team members;