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Allison Santos

@allisonsantos

Business Operations and iGaming professional with 6+ years of experience in CRM, Risk, Compliance, Customer Experience and Responsible Gaming.

Brazil

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What I'm looking for

I'm looking for an opportunity to grow alongside the company, take ownership, and make a meaningful impact. I'm a hands-on professional who combines strategic thinking with execution, enjoys solving problems, building processes, leading initiatives, and turning ideas into results.

At VBET BRASIL, I held statutory executive responsibilities while leading the Ombudsman and Responsible Gaming functions in a regulated sports betting operation in Brazil. I connected operational performance, customer protection, risk management and regulatory requirements with business objectives.

I led the Ombudsman as the company's final administrative escalation channel, investigating complex complaints involving transactions, account activity, bonuses, self-exclusion and customer rights. I coordinated resolutions and identified recurring issues for process improvement.

At Wanna.com, Inc., I worked across customer experience, support, KYC, fraud prevention and transaction analysis. I investigated suspected fraud and bonus abuse, and supported affiliate operations and partner risk assessment.

I also worked on CRM lifecycle campaigns at Wanna.com, Inc. and contributed to sportsbook operations and regulatory licensing projects. My background includes a degree in Psychology, an MBA in Business Administration and Management, and certification in Ombudsman work.

Experience

Work history, roles, and key accomplishments

Statutory Director | Ombudsman & Responsible Gaming

VBET BRASIL

Aug 2024 - Nov 2026 (2 years 3 months)

Held statutory executive responsibilities while leading the Ombudsman and Responsible Gaming functions within a regulated sports betting operation in Brazil.

Executive Leadership & Governance
- Held statutory executive responsibilities in company administration, connecting operational performance, customer protection, risk management and regulatory requirements with business objectives.
- Collabo

PMO | Regulatory Licensing & Project Management

Tropicalize

Aug 2024 - Feb 2025 (6 months)

Supported project management activities related to regulatory licensing and market entry in Brazil's regulated sports betting sector.

Regulatory Licensing & Project Management
Contributed to projects involving applications for two betting licenses, covering six brands.
Supported the organization and coordination of licensing-related activities, documentation and deliverables.
Worked within projec

CRM Manager | Lifecycle Marketing & Customer Retention

Wanna.com, Inc

Feb 2024 - Oct 2024 (8 months)

Responsible for CRM initiatives focused on customer lifecycle management, engagement, retention and reactivation within an online gaming environment.

Developed and executed customer lifecycle campaigns using segmentation and behavioral targeting.
Managed multichannel CRM campaigns through email, SMS and push notifications using Optimove.
Worked on promotional mechanics, including deposit match ca

Manager of Operations | Customer Experience, CRM & Affiliates

SportLocker Bet

Mar 2024 - Aug 2024 (5 months)

Contributed to structuring key operational areas of the sportsbook, focusing on Customer Support, CRM, Affiliate Management and risk-related processes to improve the customer experience and support business growth.

Operations & Customer Support
Supported the structuring of customer service operations, including support workflows, communication standards and customer-facing processes.
Contributed

Operations Manager | Customer Experience, Customer Support, Affiliates & Fraud P

Wanna.com, Inc

Mar 2021 - Jan 2024 (2 years 10 months)

Worked across multiple operational functions within an online gaming business, contributing to customer support, customer experience, affiliate operations, KYC, fraud prevention, transaction analysis and business process improvement.

Operations & Customer Experience
Worked across customer-facing operations, supporting service quality, customer satisfaction and operational performance.
Managed cus