Joe

Experienced AML Analyst with a strong background in Enhanced Due Diligence (EDD), Customer Due Diligence (CDD), and regulatory compliance across multiple international jurisdictions. Skilled in identifying fraud transactions, performing detailed investigations, and ensuring adherence to AML/KYC standards. Demonstrated success in high-volume customer support environments, fraud detection, and account verification processes, while maintaining exceptional accuracy and customer satisfaction.

Proven ability to analyze player behavior and transactional data to detect suspicious activity, prevent fraud, and enhance customer retention through personalized engagement. Acted as a Subject Matter Expert (SME) and team lead, supporting training, process optimization, and cross functional collaboration to drive operational efficiency, compliance, and business growth.

Customer Support Specialist - KYC and Fraud Investigation - The Stars Group, Flutter International (Rational Services (India) LLP) - Hyderabad, India

(2018-02 - 2025-02)

• Delivered high-volume customer support for poker and casino players across multiple jurisdictions (IN, FR, ES, UK, BE, RO, DK, IT, EU), focusing on accuracy, compliance, and customer satisfaction.
• Monitor real time credit / deposits transactions for suspicious activity.
• Identify unusual spending patterns (High Value deposits / withdrawals)
• Block or restrict accounts when fraud is suspected.
• Successfully identified player preferences and behaviors to provide personalized game and upgrade recommendations, resulting in improved customer retention, and increased revenue generation from cross-sell and upsell initiatives.
• Assisted players with onboarding and account upgrades, explaining the benefits of enhanced packages, loyalty programs, and special event entries to maximize player value and engagement.
• Collaborated with internal teams to track upselling metrics, collect feedback, and optimize sales pitches, helping to refine process effectiveness and the adoption of new, sales driven support practices.
• Monitored player activity for regulatory compliance, fraud detection, and abuse of promotions.
• Acted as the acting team lead in absence of the TL and Point of Contact (POC) for internal teams, resolving process queries, and assisting in training new hires.
• Conducted customer screening, finalized CDD profiles, and determined KYC requirements for individual and corporate clients.
• Performed internal quality checks and maintained documentation in SharePoint.

Senior Specialist - Fraud - Synchrony Financial - Hyderabad, India

(2017-10 - 2017-12)

(Fixed Term)

• Handling inbound communications with customers and retail partners to verify transactions and resolve fraud disputes.
• Processing lost or stolen card reports accurately to mitigate fraud loss.
• Ensuring strict adherence to compliance, regulatory, and internal business procedures, while providing high quality customer service and meeting productivity and call quality metrics.
• Utilizing strong decision-making skills to assess account activity and take appropriate actions

Customer Service Analyst BGV Specialist - ADP India Pvt Ltd - Hyderabad, India

(2007-03 - 2017-01)

• Regularly interacted with U.S.-based HR teams, including Staffing Coordinators, and Recruiters, to support and streamline the background verification process.
• Coordinated with prospective candidates to ensure timely and effective completion of background checks.
• Maintained consistent client communication for information gathering, and precisely entered verified data into the ASAP application as a key member of the Data Entry Team.
• Served as a Subject Matter Expert (SME) within the team, acting as a primary point of contact for resolving complex process queries, and providing guidance to colleagues.
• Assisted in developing team knowledge by supporting the training and onboarding of new hires, sharing insights, and best practices across internal team

Facilities Executive - Integrated Property Management Services Ltd - Hyderabad, India

(2005-09 - 2007-03)

• Served as a Facilities Executive at leading organizations including Wipro, Dell, and HSBC, where I efficiently managed internal employee services such as locker assignments, HVAC issue resolution, and coordination of housekeeping tasks.
• Supervised housekeeping staff, monitored attendance, and ensured timely reporting to relevant departments to maintain seamless

Front Office Executive and Administration - Cleantech Hospitality Services Private Ltd - Hyderabad, India

(2004-03 - 2005-09)

• I worked as a Front Office Executive and Administrator at GE Capital (i-Learn), where I efficiently managed front desk operations and administrative tasks.
• Coordinated with trainers and leadership teams to support various training and meeting requirements, arranged training and meeting rooms with necessary stationery and audio-visual equipment, and organized logistics for outstation employees.
• Additionally, I supervised housekeeping staff, monitored attendance, and ensured timely reporting to relevant departments to maintain smooth and seamless facility operations.

Bachelor of Commerce - Osmania University (2003-06)