Gereld Cassinese
@gereldcassinese
Customer experience and operations specialist in iGaming, payments, and fraud prevention who investigated bonus abuse and audited sportsbook settlements.
VenezuelaWhat I'm looking for
At Vanguard Games / Arena365, I supported Spanish-speaking casino and sportsbook players across LATAM through live chat, calls, and tickets. I investigated multi-account abuse, bonus exploitation, and bot activity, and verified crypto and fiat payments.
I audited sportsbook bet settlements in Sportradar MTS and ran OTP and VPN tests, also taking part in UAT before production releases. I worked in the Vikara back-office and escalated incidents to payments and tech teams.
At BetWorkers, I handled technical support and customer service for online casino sites, managed game-provider back-offices, and logged cases and bugs in HelpDesk and Trello. I also ran sales operations at I.E.S.A. School Canteen, where I set up inventory and stock controls.
Experience
Work history, roles, and key accomplishments
CX Executive & General Operations
Vanguard Games / Arena365
Apr 2026 - Oct 2026 (6 months)
Handled inbound live chat, calls and tickets for Spanish-speaking casino and sportsbook players, focusing on first-contact resolution. Investigated multi-account abuse, bonus exploitation and bot activity, and verified crypto and fiat payments.
Operations & Sales Manager
I.E.S.A. School Canteen
Sep 2024 - Dec 2025 (1 year 3 months)
Ran daily sales operations averaging 100+ transactions per day. Set up inventory and stock controls that reduced losses from expiry and waste, and negotiated with 15+ suppliers.
Technical Support & Customer Service Agent
BetWorkers
Aug 2022 - Apr 2024 (1 year 8 months)
Handled 150-200+ daily chat interactions in technical support and customer service for 150+ online casino sites. Managed back-offices of game providers including Evolution, Pragmatic Play and RubyPlay.
Customer Service
Bodegón Le Samer
Nov 2019 - Mar 2020 (4 months)
Served 50+ customers daily and handled fiscal invoicing and inventory entries for all sales.
Education
Degrees, certifications, and relevant coursework
AudioPlace
Coursework, Sound Engineering
2022 - 2024
Completed two years of coursework in Sound Engineering from 2022 to 2024.
Universidad Bicentenaria de Aragua
Associate Degree (TSU), Music Technology
Associate Degree (TSU) in Music Technology completed in 2024.
UNETRANS
Coursework, Automotive Engineering
2021 - 2022
Completed one year of coursework in Automotive Engineering from 2021 to 2022.
Colegio Obra del Buen Consejo
High School Diploma, General Studies
Earned a High School Diploma in 2021.
Sistema Nacional de Orquestas
Orchestral Musician, Music
Participated as an orchestral musician (trombone).
Availability
Location
VenezuelaAuthorized to work in
Salary expectations
Social media
Job categories
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