AMABELLE RICA L. DIMAGUILA
Taguig City,NCR
Summary
Dynamic and results-driven leader with proven success in the iGaming industry, offering exceptional strategic planning, operational oversight, and cross-functional leadership. Adept at cultivating high-performing teams that consistently meet and exceed ambitious performance targets. Experienced in managing Payments operations as the Payments Country Manager for U.S. sweepstakes, ensuring compliance, operational efficiency, and a seamless player experience. Known for driving process improvements, optimizing workflows, and fostering a culture of accountability and excellence.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Accounts and Fraud Manager
Amused Group Philippines
01.2025 - Current
- Led cross-functional teams to enhance operational efficiency and productivity.
- Developed and implemented strategic initiatives to improve organizational performance.
- Established performance metrics to monitor progress and guide organizational strategies.
- Collaborated with stakeholders to align project goals with company objectives.
- Facilitated training programs that improved team capabilities and engagement levels.
- Managed and motivated employees to be productive and engaged in work.
- Conducted regular performance reviews, providing constructive feedback to promote professional development.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Handled Payments, Fraud and CS teams for US Sweepstakes
- Monitored Payments team for AU brands
- Assisted with agent tasks when needed
Listings Coordinator
Len T. Wong and Associates
06.2021 - 12.2024
- Virtual Assistant handling real estate administrative work
- Liaise with professional photographers, as well as with signage company coordinating schedules to ensure timely access and installation.
- Currently handles 10 realtors and their listings, ensuring these go live/active on the specific dates
- Send emails to the sellers about their listed properties
Payments Manager
HydrogenPlay
04.2023 - 01.2024
- Oversees the Payments/CS Department.
- Helped with transactions when needed
- Created necessary reports that affects the Payments Team
- Made sure to address all the concerns of both teams
- Attend meetings that will have a direct effect on either team or the business
- Application to acquire different Payment Providers/Solutions
- Primary contact of each Payment Provider and make sure that there is enough manpower for each team
- Approve leave, and other emergencies of supervisors
- Handle escalations for Payments and Risk if needed, then perform tasks to handle the whole situation.
- Send reports to the upper management and assign shifting schedules to lower management/ team
- Make sure that the team follows the rules and regulations of the company and understand the process implemented
Operations Manager
4NexGen
11.2021 - 12.2022
- Oversees the casino project execution, expansion, and maintenance.
- Handles final interviews for hiring new employees for the growing business.
- Disseminates tasks and day-to-day work to subordinates in the department
- Prepares and explains updates, new processes, and findings of casino activities
- Be the point of contact for all the providers for current and new casino project
- Prepare all the reports needed by higher management
- Trained most of the first hires as they don’t have any experience handling online casino
- Answers the questions and helped them understand the process
- Facilitate the testing of the payment solution to make sure that it will be useful for the players
Compliance Manager
TETRASYS/N2OGAMING
12.2019 - 09.2021
- Checks the back office of white labels for invoicing
- Checks back office of internal white labels to invoices received
- Collaborate with the Finance department to prepare timely invoicing for external white labels
- Coordinate with the Finance department of the vendors for the invoice discrepancies
- Prepares summary of license fee
- Preparation of monthly reports for all brands to be given to Senior Management
- Prepares periodic deposits and withdrawals report
- Preparing profit/loss bi-weekly report
- Compiles all data using Google sheets to create a more concise report via data studio
- Cross department coordination with Payments, Risk and Promotions department
- Executes periodic back office functionality tests and checks
- Supervises and reviews data reporting administrator's work
- Evaluates work performance of Staff, then present comprehensive reports to upper management and audit team, covering issues and recommendations.
Upwork Customer Ambassador - HV Freelancer Support
Upwork
06.2019 - 08.2020
- Handles both Freelancer's and High Valued Freelancer's queries via chats and tickets.
Upwork Customer Identity Specialist
Upwork
03.2019 - 02.2020
- Tasked to verify both Freelancer's and HV Freelancer's account, if the photo is real and the account is not redundant.
Head of Payments and Risk Management
Infinit-O/Tetrasys
10.2017 - 12.2019
- Coordinate with other departments on procedures and implementation.
- Managed both teams (Payments team and Risk/Fraud Team)
- Made sure to address all the concerns of both teams
- Attend meetings that will have a direct effect on either team or the business
- Application to acquire different Payment Providers/Solutions
- Primary contact of each Payment Provider and make sure that there is enough manpower for each team
- Helped the tech team with the integration of Payment solutions and assisted with the testing to make sure it will work smoothly
- Approve leave, and other emergencies of supervisors
- Handle escalations for Payments and Risk if needed, then perform tasks to handle the whole situation.
- Send reports to the upper management and assign shifting schedules to lower management/ team
- Make sure that the team follows the rules and regulations of the company and understand the process implemented
- Handle the evaluation of the agents with the help of supervisors
- Handle the manual transactions and/or approves the manual transaction if needed
- Approve new procedures that will be used by my team when handling transactions
- Train agents and supervisors for the admin and payment provider dashboard.
Customer Support
Upwork
10.2018 - 06.2019
- Handling Freelancer's query via chats and tickets
Payments Supervisor
Infinit-O
07.2017 - 10.2017
- Make sure that there is enough manpower for each team
- Implements procedures for the team to follow
- Make sure that my team will follow the rules and regulations of the company
- Handled the manual transactions and/or approves the manual transaction if needed
- Approve new procedures that will be used by my team when handling transactions
- Train my agents and supervisors for the admin and payment provider dashboard.
- Tasked to create all the procedures from scratch
- Coordinate with other departments about procedures and implementation.
- Handled all the deposits and withdrawals from players
- Handled chats from CS
- Send reports to managers every day/week.
Payments Audit Shift Manager
William Hill Group Philippines
07.2016 - 07.2017
- Coordinating with Team Leaders/Trainers/Managers about procedures that are still not clear
- Responsible for the distribution of workload tasks between Audit Manila and Audit Sofia (Bulgaria)
- Keep files neat and updated, ensuring that all jobs are done on time, good turn over to the next shift, real-time escalation to the Manager when issues on shifts arise.
- Assisting auditors with procedural and other concerns
- Acts as the first level of escalation on all work-related concerns.
- Handled validation of withdrawals just like the auditor if there are a huge volume of withdrawal requests for that shift.
- Create monthly knowledge exam for auditors
- Handled plotting of schedule for auditors
- Provide coaching once a week to an auditor and send documented feedback that needs to be submitted to the immediate supervisor.
In-Team Trainer (Payments Audit)
William Hill Group Philippines
08.2014 - 07.2016
- Train newly hired auditors for both .com and .com.au
- Make sure that the manuals are updated regarding new procedures being implemented for both groups
- Coordinating with Team Leaders/Trainers/Managers regarding team procedures and protocol
- Create a monthly knowledge exam for the auditors.
- Tasked to handle the shift, especially if no shift manager is present.
- Handled the Australian Auditors and made sure that they get a sanction for their mistakes and understand all the procedures.
Payments Auditor
William Hill Group Philippines
04.2011 - 08.2014
- Responsible for checking the correct wagering of the player
- Making sure that all the needed documents are requested and received in the account.
- Checks if player's account is fraudulent or not
- Sends to specific managers all the needed approvals for certain accounts.
- Customer Service Representatives are the ones who get in touch with us regarding player's withdrawal requests.
- Assisted the in-team trainer if there are more than 2 trainees.
- Achievements:
- Consistently high in QA and audit rate
- Perfect Attendance
Education
Bachelor of Science - Hospitality And Resort Management
Canadian Tourism And Hospitality Institute
Mandaluyong08.2015
Skills
- Information Gathering
- Profits and Losses Tracking
- Payments Reconciliation
- Employee Supervision
- Staff Evaluation
- Training and development
- Accounts management
- Fraud detection
- Payments processing
- Risk assessment
- Data analysis
- Performance metrics
Accomplishments
- Built Payments and Risk Department from the Ground Up: Successfully established and scaled the Payments and Risk Department, developing policies, procedures, and systems to ensure operational efficiency, risk mitigation, and compliance.
- Stabilized Accounts and Fraud Management: Revitalized and stabilized the Accounts and Fraud Department, implementing robust fraud detection systems and optimizing workflows to reduce fraud rates and enhance financial security.
- Enhanced Operational Processes: Streamlined payment processes and improved risk assessment procedures, resulting in faster transaction times, lower chargeback rates, and a more secure environment for players.
- Cross-Functional Collaboration: Worked closely with IT, Compliance, and Customer Support teams to implement comprehensive risk management strategies, ensuring alignment with business goals and regulatory standards.
Languages
English
Full Professional
Certification
Six Sigma Yellow Belt Professional
Timeline
Accounts and Fraud Manager
Amused Group Philippines
01.2025 - Current
Payments Manager
HydrogenPlay
04.2023 - 01.2024
Operations Manager
4NexGen
11.2021 - 12.2022
Listings Coordinator
Len T. Wong and Associates
06.2021 - 12.2024
Compliance Manager
TETRASYS/N2OGAMING
12.2019 - 09.2021
Upwork Customer Ambassador - HV Freelancer Support
Upwork
06.2019 - 08.2020
Upwork Customer Identity Specialist
Upwork
03.2019 - 02.2020
Customer Support
Upwork
10.2018 - 06.2019
Head of Payments and Risk Management
Infinit-O/Tetrasys
10.2017 - 12.2019
Payments Supervisor
Infinit-O
07.2017 - 10.2017
Payments Audit Shift Manager
William Hill Group Philippines
07.2016 - 07.2017
In-Team Trainer (Payments Audit)
William Hill Group Philippines
08.2014 - 07.2016
Payments Auditor
William Hill Group Philippines
04.2011 - 08.2014
Bachelor of Science - Hospitality And Resort Management
Canadian Tourism And Hospitality Institute