Kenneth Scicluna

Experienced customer support and gaming operations professional with over 9 years of experience across sports betting, gaming, lottery retail and customer care. Strong background in team support, responsible gaming, AML procedures, retail sales, ticketing systems and handling customers in busy environments.

Support Officer - IZIBET / National Lottery

(2015-05 - 2019-05)

• Assisted customers and attendants with sports and gaming related issues
• Supported bet placements and day-to-day operation of gaming outlets
• Opened and followed up tickets with relevant departments
• Worked with sports and gaming providers, including Playtech
• Supported AML and Responsible Gaming procedures
• Armed and disarmed gaming outlets

Head of Support - IZIBET / National Lottery

(2019-05 - 2023-05)

• Assigned and prioritised tasks within the support function
• Monitored ticketing systems and escalated critical operational issues
• Monitored alerts related to high-value bets and AML procedures
• Trained new staff and tested new products
• Communicated with sports and gaming providers by email and phone
• Created and updated rosters for up to 60 attendants
• Prepared and submitted Responsible Gaming documentation, including EDD and Source of Funds, to the MLRO
• Provided surveillance and operational support

Senior Support Officer - National Lottery

(2023-05 - 2025-02)

• Provided senior-level support for sports, gaming and lottery operations
• Handled escalated customer and outlet issues and coordinated with internal departments
• Supported attendants with operational queries, ticketing and product knowledge
• Assisted with AML and Responsible Gaming processes and documentation
• Liaised with providers and helped resolve technical and product-related issues

Sales Agent (Part-Time) - Lotto Booth / National Lottery

(2025-05 - 2026-02)

• Served customers with lottery tickets, sports betting and other available gaming products
• Processed sales, payouts and customer transactions accurately
• Handled cash and balanced the till during shifts
• Explained lottery products, draws, betting options and basic procedures to customers
• Provided professional and efficient customer service in busy lotto outlets
• Followed Responsible Gaming, AML and company procedures
• Worked flexible part-time shifts and supported the smooth day-to-day running of the lotto outlet

Care Hero Agent - Epic Communications Limited

(2026-04 - 2026-08)

• Provided customer care support and handled customer enquiries across company services
• Assisted customers with account, service, billing and general support queries
• Identified customer needs and provided clear and appropriate solutions
• Logged and followed up customer cases using internal systems
• Escalated technical or complex issues to the appropriate teams when required
• Maintained a professional, helpful and customer-focused approach
• Worked toward service quality, resolution and customer satisfaction targets

HVAC & R (MQF/EQF Level 3) - MCAST, Paola

Secondary School - Mathematics, Maltese, English, Italian, Home Economics and Physical Education. - St Ignatius College, Luqa