Petya Stefanova
Customer Protection Oficer/CDD/AML/RG
Sofia
Summary
Dedicated and detail-oriented Customer Protection Officer with a strong background in operating due diligence procedures. Skilled in Customer KYC ans SOW verification processes and requirements, handling documentation and data in accordance with requirements and Risk assessment. Experienced in training newly appointed colleagues to ensure excellent performance.
Overview
17
17
years of professional experience
6
6
Languages
Work History
Customer Protection Officer
888/William Hill Online Services
2022.08 - Current
- Performing client due diligence reviews on clients of the company in accordance with License, Policy and Procedure.
- Interpreting and analyzing data sets from customer accounts, following key patterns and trends that may indicate problem gambling.
- Dealing with International markets
- Navigate public databases and internal systems to identify & verify due diligence information
- Identify missing CDD documentation and remediate as appropriate
- Conduct screening checks on clients and undertake follow-up research as required
- Manage personal workloads to ensure queues of work and escalations are dealt with in a timely manner
Senior Customer Support Advisor With Spanish
888/ William Hill Online Services
2018.05 - 2022.08
- Answering customer enquirers, providing information about products or services via E-mail, chat and phone
- Dealing with customer complaints
- Making product suggestions and recommendations
- Shift Supervisor, overseeing and supervising, distributing task on team level
- Customer safety - Responsible Gambling & Self Harm prevention
Customer Service Adviser and Trainer
Telus International Bulgaria
2016.01 - 2018.04
- Being part of UPS Customer Service Team- Global Shipping and Logistics Services Company
- Responsible for handling customer complaints and concerns- Email, Phone
- Providing internal product and communication skills training
Recruiter and Education Center Responsible
El Buda Gloton- Restaurant Franchise Company
2009.03 - 2013.09
- Collaborated with hiring managers to understand job requirements and expectations.
- Collaborated with internal teams to continuously improve processes and execute as efficiently as possible
- Responsible for trainings and integrating new hires into their roles company.
- Dealing with оverall organization of opening of new business locations
Kitchen Assistant
El Buda Gloton- Matahambre Restaurant
2007.03 - 2009.08
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Contributed to positive workplace culture through strong teamwork, open communication, and commitment to excellence.
- Followed recipes and chef instructions to prepare food correctly.
Education
Bachelor of Science - French Philology
Sofia University "St. Kliment Ohridski"
SofiaHigh School Diploma -
Profiled Language High School - "Exarh Joseph I "
Lovech, BulgariaSkills
Written and verbal Communication
undefinedTimeline
Customer Protection Officer
888/William Hill Online Services
2022.08 - Current
Senior Customer Support Advisor With Spanish
888/ William Hill Online Services
2018.05 - 2022.08
Customer Service Adviser and Trainer
Telus International Bulgaria
2016.01 - 2018.04
Recruiter and Education Center Responsible
El Buda Gloton- Restaurant Franchise Company
2009.03 - 2013.09
Kitchen Assistant
El Buda Gloton- Matahambre Restaurant
2007.03 - 2009.08
Bachelor of Science - French Philology
Sofia University "St. Kliment Ohridski"
High School Diploma -
Profiled Language High School - "Exarh Joseph I "
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