Anele Nhlapo

I’m a results-driven iGaming Operations and Customer Support professional with progressive experience across customer service, supervision, payments, withdrawals, verification, reconciliation, and compliance support. I handle high-volume customer interactions through calls, emails, and live chat while maintaining excellent customer experience standards.

In my current role as a Customer Service Agent at 10bet, I assist customers with account-related queries, deposits, withdrawals, and verification processes. I escalate payment, verification, and technical issues to the relevant departments, maintain accurate customer records in CRM systems, and support compliance procedures by assisting with document submissions and account verification.

Previously, as a Supervisor at Goldrush Gaming Group, I led and coached customer service agents through structured performance and quality sessions. I conducted daily Quality Assurance monitoring, managed shift operations for operational continuity, and collaborated with Payments and Verification teams to support accurate transaction processing while monitoring for potential fraud and compliance concerns.

Earlier experience includes working as a Creditor and Customer Service Agent at Goldrush Gaming Group, where I allocated and reconciled customer deposits, verified customer documentation in line with FICA compliance requirements, and handled high-volume payment and account-related email queries. I’m recognized for leadership, operational efficiency, problem-solving, and adaptability in fast-paced environments, supported by an Emotional Intelligence Certificate.