Aaron Leston Filgueiras

Result-oriented Real-Time Operations Analyst specializing in dynamic monitoring and analysis to optimize operational efficiency. Proficient in leveraging advanced analytics and technology for data-informed decision-making.

Expertise in Workforce management and Resource allocation in real-time. Skilled in implementing proactive measures for seamless operations and ensure coverage.

Strong collaborator across functions, committed to enhancing overall performance

Experienced with Atlassian products (Jira, Confluence), Workforce management, and Microsoft Office with an emphasis in Excel.

• Responsible for responding to Security queries and customer related email.
• Responsible for Training new and experienced employers
• Mentor of multiple security tasks for agents, like HAD, TSS and freud.
• Investigating fraudulent activity.
• Validate and verify player related documentation to comply with the Group’s licensing requirements in multiple locations.
• Preventing financial loss as a result of identifying fraudulent behaviour.
• Maintaining procedures and processes that drive the identification of high risk transactions
• Processing of real money transfers
• Verification and processing of withdrawals
• Monitoring of transactions and paysystems gateways
• Managing specific requests from Compliance, Responsible gaming teams.
• Monitoring of real money transactions.
• Create action plans during payment processors downtime and service disruption.
• Investigation of payment troubleshooting.
• Mass Handling payments reconciliation reports.
• Establish relationship with payment product team and payment processors.
• Supervision of Payment/Security Specialist team.
• Ensures all payments requests are handled and processed accurately and in a timely manner.
• Handling mass cases.
• Reviewing and update fraud/payments procedures and educational material.
• Responsible of creating articles for the security/payment team on the company internal website.
• Working closely with upper management and responsible for handling ad-hoc projects.
• ODM shifts (Manager on duty)
• Focal of multiple projects/licenses assigned by supervisors/management

• Helping to develop a secure environment inside our gaming platform. Main activities include:
• Managing transactions such as withdrawals and transfers
• - Setect and prevent bonus abuses and multiple account abusers
• - KYC
• - detect fraud patterns
• - POC
• - AML
• Strong cooperation with other sectors of the company such as Responsible Gaming, Gaming Integrity and Compliance

• Telus International, Sofia (Bulgaria) Coaching/leading a group of agents in order to improve his performance in customer service. Responsabilities:
• Check his quality standards and work to improve it.
• Do reports to client and supervisors about the performance and how to improve it.
• Prepare actions plans if required to solve problems related with low performance.
• Audits representatives’ Observing performance, techniques, and application of guidelines and procedures.
• Verify that representatives are providing up-to-date information, following current processes, and communicating effectively to clients.
• Provide feedback on uniform application of guidelines and procedures.
• Provide critical data used to generate weekly or monthly reports on the performance to email representatives.
• Other duties as assigned by Supervisors.

• Telus International, Sofia (Bulgaria) Customer service via email with clients.
• Communicating efficiently with the client and fast solving any incident
• Solving issues in the project related with videogames mostly, connection issues, app issues.
• Review and test new game functions (BETA testing)
• Reunite feedback from players and prepare reports about it.