Gareth Perez

Results-driven Professional Support Specialist skilled in delivering exceptional client assistance and resolving technical issues. Focused on team collaboration and adapting to evolving needs while achieving operational efficiency. Expertise in troubleshooting, communication, and conflict resolution enhances customer satisfaction and drives success.

Technical Support Engineer - VBO Global Fintech - Cape Town, South Africa

(2026-01)

• Provide technical and operational support to merchants and acquiring banks regarding payment processing issues.
• Investigate and resolve transaction-related queries, including transaction status requests, payment approvals, payment declines, and decline reason analysis.
• Manage merchant descriptor update requests and ensure accurate implementation across payment channels.
• Monitor payment performance metrics, including transaction acceptance rates, and identify trends impacting payment success.
• Handle chargeback inquiries, disputes, and escalations while coordinating with relevant stakeholders to minimize financial risk.
• Process and track customer refunds, ensuring timely resolution and compliance with payment network requirements.
• Collaborate closely with Analytics and Deployment teams to investigate and resolve payment processing issues.
• Perform root cause analysis on transaction failures and recommend corrective actions to improve system performance.
• Maintain detailed records of incidents, investigations, and resolutions in accordance with service level agreements (SLAs).
• Act as a key liaison between merchants, acquirers, and internal teams to ensure efficient issue resolution and service delivery.

Shift Support Agent - Banking - Digiprocessing - Cape Town, South Africa

(2015-11 - 2025-10)

• Ensuring all payment methods are operating optimally by monitoring alerts, reports and monitoring screens
• Escalating and following up incidents to applicable support centres/MGS/Processors etc.
• Managing Downtime.
• Assisting regions with customer timeout queries.
• Compiling incident and other after-hour support related reports.
• Resolve Monies out queries from the Payment Teams.
• Resolving Monies in and Monies out processing issues for the African methods.

Risk Agent - Digital Outsource Services - Cape Town

(2014-06 - 2015-11)

• Provide real-time assessment across three brands – review of all accounts and transactions in order to manage risk and exposure.
• Thorough evaluation of client account and all documentation to ensure all information is correct and legitimate.
• Extract and collate information for accounts that fail to meet legitimacy standards, and review report for incongruencies.
• Take appropriate action (either via direct order or judgment call) to withhold transactions, as per risk acceptance criteria.
• Action according to the needs of the situation. Proven change management capability and maintaining productivity in a high stress environment.
• Communicating /escalating communication to the appropriate channels for further action.
• Providing risk related assistance telephonically for the regions.
• Ad-hoc tasks as required by managers/shift supervisors.

Fraud & Collusion Agent - Datacash - Cape Town, South Africa

(2013-02 - 2014-06)

• Proactive fraud investigations on the poker microgaming network – to prevent & identify fraud and collusion syndicates; through screening of newly registered accounts, suspicious purchase and cashin patterns, withdrawals and pending withdrawals.
• Taking quick decisive action where fraud has been identified based on screening/investigative report/feedback.
• Communicating/escalation of communications to operators regarding locked accounts.
• Ensuring that stop withdrawal requests are sent to operators to ensure funds are not lost.
• Ensuring that all calls logged by operators are responded to.
• Chat moderation. Received the Dreamplayer Award – June 2013 for Agility & Partnership in recognition for demonstrating excellence in Datacash Values.

Customer Service Advisor - Regis Management - Cape Town, South Africa

(2012-03 - 2013-01)

• Resolved customer inquiries and issues efficiently, enhancing overall customer satisfaction and loyalty.
• Account verifications. Processing Outbound welcome call to new players.
• Monitoring of accounts for duplicate account patterns i.e fraud ring detection
• Inbound Sales - Cross selling of products and informing clients of promotions and new offers.
• Administrative duties including assisting in the setting up of process flow docs for daily tasks.
• New staff training and running of shift.
• Copywriting online content and loading graphics for the company website (games)

Customer Service Advisor - Team Talk Media Group ( SA)/SKY Betting and Gaming - Cape Town, South Africa

(2009-02 - 2012-01)

• Daily customer liaison duties - provide account support to the client via email, chat or voice mediums. Assist in providing alternative funding solutions and options, handling ad hoc queries from the client.
• Account verifications and registration.
• Monitoring of accounts for fraudulent patterns.
• Analysed hand histories to ensure standard gameplay is maintained
• Liaising with banks and third party suppliers of product.
• Inbound Sales - Cross selling of products and informing clients of promotions and new offers.
• Administrative duties including new staff training.

Customer Loyalty Agent - BWIN/Merchants - Cape Town, South Africa

(2007-12 - 2009-01)

• Customer liaison - Resolved customer inquiries efficiently through multiple channels, elevating overall satisfaction levels.
• Inbound Sales - Informed clients of current promotions and offers.
• Monitoring - analysing hand histories to ensure standard gameplay is maintained, monitoring of accounts for fraudulent patterns.

Senior Barman - Downhall Countryhouse Hotel UK - United Kingdom

(2006-11 - 2007-03)

• Maintaining cocktail and banqueting bars
• Controlling barfloats.
• Cash ups.
• Managing stock (control/requisition).
• Setting up of stations.
• Supervised casual staff.
• Working knowledge of operafidelio (micros).

Conference and Banqueting Porter - Downhall CountryHouse Hotel UK - United Kingdom

(2005-08 - 2006-11)

• Reception duties - meet and greet of conference guests.
• Setting up banquet functions.
• Waitroning functions.

Bookkeeper - PA Perez & Associates - Cape Town, South Africa

(2004-03 - 2005-05)

• Posting cash books and cashbook reconciliations.
• Month end journals and posting P&L reports.
• Sending off supplier/customer invoices.

High School Diploma - Norman Henshilwood High School