Open to opportunities

Lerato Mokoena

@leratomokoena1

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iGaming QA and Risk specialist with 7+ years in international customer support.

South Africa

Message

What I'm looking for

I seek a role in iGaming or fintech focused on QA, fraud prevention, or VIP customer management where I can lead improvements, mentor teams, and strengthen KYC/AML processes.

I am an experienced iGaming professional specializing in Quality Assurance, Risk & Fraud monitoring, VIP customer management, and customer experience. With over seven years supporting markets including the UK, USA, Canada, Australia, and India, I have a strong record of preventing fraud, improving compliance, and coaching teams to raise KYC and AML accuracy.

I have hands-on experience performing end-to-end KYC (CDD/EDD), monitoring real-time transactions, investigating chargebacks and account takeovers, and delivering tailored VIP support. I drive process improvements through QA feedback, training insights, and clear reporting to leadership, and I am committed to building high-performing support teams and launching projects from the ground up.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Specialist

Current

Blue Ion Ltd

Jan 2024 - Present (2 years 1 month)

Review end-to-end KYC including CDD/EDD for high-risk players, assess AML compliance, and deliver QA feedback and training that improved KYC and AML accuracy.

KYC AML Quality Assurance CDD EDD EDD Risk Assessment Coaching Documentation

Risk & Fraud Agent

Blue Ion Ltd

Jul 2022 - Dec 2023 (1 year 5 months)

Monitored real-time transactions and player activity, investigated chargebacks and account takeovers, and produced fraud trend reports with recommendations to reduce risk.

Fraud Detection Transaction Monitoring Chargebacks Account Takeover Reporting Regulatory Compliance

Casino VIP Host

Blue Ion Ltd

Nov 2020 - Jun 2022 (1 year 7 months)

Managed relationships with high-value players, delivered personalized support and promotions across email/WhatsApp/phone, and resolved account and transaction issues while ensuring responsible gaming compliance.

Relationship Management Promotion Communication Multichannel Support

Customer Service Advisor

Webhelp SA

Aug 2017 - Oct 2020 (3 years 2 months)

Supported UK customers across multiple campaigns handling orders, payments, returns, technical issues, and KYC verification, maintaining high customer satisfaction standards.

Customer Support KYC Technical Support Order Management Payments

Outbound Telesales Consultant

O'Keeffe & Swartz

Jan 2016 - Jan 2016 (0 months)

Conducted outbound sales calls, qualified leads, met sales targets, and maintained accurate CRM records to drive revenue growth.

Outbound Sales Lead Qualification CRM Telemarketing Sales Targets Customer Engagement Reporting

Education

Degrees, certifications, and relevant coursework

Westcol (FET College)

Public Administration N6, Public Administration

2012 -

Completed Public Administration N6 coursework covering public administration, public finance, municipal studies, communication, and business and entrepreneurship.