Summary
Work History
Education
Skills
Personal Information
Education
Timeline

Shoshaana Maddock

Responsible Gambling
Stoke-on-Trent,STE

Summary

Dedicated and ambitious individual determined to rise through the ranks of the online gambling sphere. Having started my career with the international giants Flutter Entertainment, I am now looking to advance my career through the right opportunities, which would allow me to provide maximum value to both my career and employer.

My previous position has taught me to use my innate skills in empathy, pattern recognition and problem solving and in the process I have found great satisfaction in this line of work. I believe a career in the fields of risk and responsible gambling align perfectly with the nature of my analytic strengths.

Work History

Responsible Gambling Advisor

Bet365
06.2024 - Current
  • Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
  • Promoted responsible gambling practices, recognizing signs of problem gambling and addressing concerns appropriately.
  • Upheld responsible gambling obligations by adhering to all relevant regulations and guidelines set forth by the gambling commission.

Safer Gambling Agent

Paddy Power Betfair
St. Julian's, Malta
09.2023 - Current
  • Routinely handled sensitive situations including threat-to-life and self-exclusions
  • Worked closely with fraud, compliance and AML teams, gaining valuable insights to their processes
  • Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues within / from other departments
  • Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.

Retail Sales Associate

Souvenirs That Don’t Suck
Valletta, Malta
05.2023 - 09.2023
  • Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
  • Provided constructive feedback during team meetings, fostering collaboration among colleagues towards shared objectives in-store performance improvements.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Monitored customers for signs of security concerns and escalated issues to management.

Education

Sixth Form -

St. Martin's College
06.2023
  • Sociology
  • Marketing
  • Spanish
  • Psychology
  • DELE Spanish Diploma A1 & A2 (however, proficient up until B2)
  • ECDL Standard Certificate
  • Safer Gambling Advanced Insights Course
  • Player Verification and AML Insights Course
  • Cultural Competence Volunteering, September 2022 to June 2023

Skills

  • Risk Assessment
  • Inter-personal Relations
  • Microsoft Office
  • Data analytics

Personal Information

Title: Safer Gambling Agent

Education

Imsida, Malta

Timeline

Responsible Gambling Advisor - Bet365
06.2024 - Current
Safer Gambling Agent - Paddy Power Betfair
09.2023 - Current
Retail Sales Associate - Souvenirs That Don’t Suck
05.2023 - 09.2023
St. Martin's College - Sixth Form,

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Shoshaana MaddockResponsible Gambling