Hichem Mtir

Senior iGaming Operations Specialist with 7+ years of experience in online gaming operations across Tunisia, Morocco, Romania responsible for supporting a team of 20 Operations Agents and ensuring operational efficiency. Processed and monitored 2,000+ payment transactions daily while maintaining high accuracy and compliance. Performed KYC, AML, CDD and EDD verification in accordance with regulatory requirements.

Investigated payment issues, chargebacks, suspicious transactions and fraud-related cases. Conducted risk assessments and applied fraud prevention measures to protect customer accounts and company assets. Managed promotions, bonuses and back-office operations across multiple gaming platforms.

Worked with Finance, Compliance and Customer Support teams to resolve complex operational cases. Trained and mentored new employees while supporting continuous process improvement. Consistently achieved KPIs and SLA targets in a fast-paced iGaming environment.

Senior iGaming Operations Specialist - M&M betting - București

(2019-06 - 2026-07)

Senior iGaming Operations Specialist with 7+ years of experience in online gaming operations across Tunisia, Morocco, Romania responsible for supporting a team of 20 Operations Agents and ensuring operational efficiency. Processed and monitored 2,000+ payment transactions daily while maintaining high accuracy and compliance. Performed KYC, AML, CDD and EDD verification in accordance with regulatory requirements.

Investigated payment issues, chargebacks, suspicious transactions and fraud-related cases. Conducted risk assessments and applied fraud prevention measures to protect customer accounts and company assets. Managed promotions, bonuses and back-office operations across multiple gaming platforms.

Worked with Finance, Compliance and Customer Support teams to resolve complex operational cases. Used Omega, Salesforce, Microsoft Excel, Jira, Zendesk, Slack, Microsoft Teams and other internal operational tools. Trained and mentored new employees while supporting continuous process improvement.

Consistently achieved KPIs and SLA targets in a fast-paced iGaming environment.

customer service specialist - Telus-international - București

(2018-09 - 2019-04)

• Open and maintain customer accounts by recording account information
• Resolve product or service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintain financial accounts by processing customer adjustments
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information
• Cancel or upgrade accounts
• Assist with placement of orders, refunds, or exchanges

Customer service specialist - Teleperformance - București

(2017-09 - 2018-08)

• Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.
• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Building lasting relationships with clients and other call center team members based on trust and reliability.

Agent commercial - mg.tunisia - Străinătate

(2015-12 - 2017-01)

agent commercial

Booking coordinator - papermoon doha - Qatar

(2014-11 - 2015-10)

The booking agent handles telephone calls from passengers and travel agencies. He establishes with the customers a real commercial relation. He tries to understand their problems, advises them and offers them complementary services.

Station Agent - Hamad International Airport (doha qatar) - Qatar

(2013-09 - 2014-09)

An airline station agent is responsible for promoting and selling air travel, preparing itineraries, computing fares, issuing refunds, preparing and issuing tickets, checking baggage, and collecting excess baggage charges in accordance with tariff rules. An airline station agent answers inquiries regarding general travel information and performs duties in the departure lounges or at boarding gates when enplaning and deplaning passengers recepcionist in marina hotel 4 stars hammamet tunisia - marina hotel palace - Străinătate

(2012-07 - 2013-07)

Master's degree - commerce international - e.s.c tunisia (2010 - 2014)

Bachelor's degree - baccalauréat - lycée Megrine (2009 - 2010)