Looking for a job

Pablo Berrocal

@pabloberrocal

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I support sportsbook players with payments, risk, wagering operations, and complex escalations.

Costa Rica

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What I'm looking for

I'm looking to apply my sportsbook, payments, risk, and customer-support experience in a role where I can resolve complex player issues, support compliant operations, coach teams, and continue growing across wagering products.

I've spent 15+ years supporting sportsbook and iGaming customers across wagering operations, payments, risk mitigation, and player support. I help players and agents navigate betting rules, payouts, bonuses, rollovers, and platform issues across sportsbook, casino, and horse-racing products.

Most recently at New Line S.A., I supervised back-office operations, handled 40+ daily email and call interactions, resolved escalations, coached new agents, and approved free plays. At AcePerHead and Truebookies, I supported payment operations, configured agent account packages, and adjusted props, game lines, and odds to manage risk exposure.

My experience also includes live-bet QA at Heritage Sports and long-term customer support at SBGGlobal, MyBookie.ag, and BetUS. I bring practical knowledge of NBA, soccer, NFL, MLB, player props, compliance, and clear communication in both Spanish and English.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

New Line S.A.

Mar 2024 - Jun 2025 (1 year 3 months)

Managed 40+ daily interactions across emails and calls, supervised back-office operations, and resolved client escalations. Trained new agents and ensured compliance with company policies.

Customer Service Escalation Management Back Office Operations Training Compliance

Wagering Support / Payments Department

AcePerHead

Dec 2023 - Feb 2024 (2 months)

Provided frontline wagering support to players and agents, assisted with troubleshooting bets and payouts, and managed weekly payment operations.

Wagering Support Troubleshooting Payment Operations Compliance

Customer Service Specialist

Truebookies

Aug 2022 - Jun 2023 (10 months)

Created and customized agent account packages, worked as a Line Trader adjusting props and odds, and provided live chat support across multiple platforms.

Customer Service Line Trading Live Chat WhatsApp Telegram

Wagering Agent

BetUS

Jun 2021 - Dec 2021 (6 months)

Provided real-time wagering assistance, explained wagering rules and odds, and delivered exceptional service via chat and phone.

Customer Service Chat Phone Support

Customer Service Specialist

MyBookie.ag

Mar 2018 - May 2021 (3 years 2 months)

Provided chat support for sports-betting clients regarding bonuses, deposits, payouts, and rollovers, and resolved technical issues.

Customer Service Chat Sports Betting Casino Troubleshooting

QA Live Betting Department

Heritage Sports

Jul 2017 - Mar 2018 (8 months)

Performed grading of live bets and adjusted lines in real-time, and delivered B2B customer service via chat to partner companies.

QA Line Adjustment B2B Customer Service

Customer Service Specialist

SBGGlobal

Sep 2007 - Mar 2017 (9 years 6 months)

Supported clients with deposits, payouts, bonuses, and rollovers, provided technical assistance, and trained new hires. Promoted to the Payout Department to oversee withdrawal processes.

Customer Service Payouts Compliance Training Technical Support