Daphine Njeri

• Reviewed customer transactions, deposits, and withdrawals for sportsbook and gaming accounts, flagging unusual patterns such as mismatched verification details, rapid account activity, or behavior inconsistent with a customer's history. • Applied KYC, security, and customer protection procedures to verify accounts and catch irregularities before they became larger issues. • Investigated flagged accounts and transactions, gathered relevant details, and made judgment calls on whether to resolve, monitor, or escalate. • Escalated suspected fraud, payment disputes, and high-risk account activity to specialized teams, providing clear documentation to support faster resolution. • Handled sensitive and high-stakes customer situations, including account restrictions and disputed transactions, with professionalism and discretion. • Maintained detailed, accurate records of every reviewed case in internal CRM and support systems, supporting audit trails and follow-up investigations. • Sustained accuracy and response times in a high-volume environment, without letting speed compromise the quality of review.

• Reviewed customer records and account information for accuracy, catching discrepancies before they affected service or reporting. • Listened for inconsistencies in customer explanations and cross-checked them against account history to identify genuine issues versus potential misuse. • Handled escalations and sensitive cases with empathy and attention to detail, following company policy without cutting corners. • Maintained precise, up-to-date customer records across internal systems, supporting a reliable data trail for anyone reviewing an account later. • Managed high volumes of customer interactions while holding a consistent standard of accuracy and confidentiality.