Kentaro Maki - Country Manager | FRATCH

en
de

Rīga, Latvia

Experience

Feb 2025 - Present

1 year

Riga, Latvia

Country Manager

The Whykingz

GEO marketing
Strategy making for Japan market
New branding
Site improvement
Coordination with marketing, affiliate, content, developer teams
Optimization of contents for Japan locale

Feb 2024 - Feb 2025

1 year 1 month

Msida, Malta

Senior Risk & Fraud Analyst

Bally’s Interactive

Monitoring agent tasks and team KPIs
Organizing task splits to ensure smooth daily operation of the risk team
Assisting management and checking quality of analysts
Sharing issues and making improvements on procedures
Cooperating with other divisions such as customer support, AML, responsible gaming, payment

May 2023 - Feb 2024

10 months

Msida, Malta

KYC Team Lead

Bally’s Interactive

Managing KYC team and organizing daily tasks
Assisting risk manager and cooperating closely with risk team leads, customer support leads, and other colleagues
Assessing performance of the team and conducting QA and coaching
Holding one-to-one meetings on a monthly basis
Suggesting improvements to management and acting as escalation point between agents and top management

Nov 2020 - May 2023

2 years 7 months

Msida, Malta

Risk & Fraud Analyst

Bally’s Interactive

Handling daily withdrawals and KYCs for customers
Dealing with chargeback cases
Preparing daily risk reports using Excel, Tableau, and back-office tools
Mitigating risks of company loss and T&Cs breaching

Feb 2020 - Apr 2020

3 months

St. Julian's, Malta

Customer Support Representative

Come On Group

Handling customer issues escalated from second line of a third-party partner
Answering Japanese-related internal questions from departments such as payment, responsible gaming, marketing
Cooperating closely with marketing, affiliate, and country managers

Nov 2018 - Sep 2019

11 months

Athens, Greece

Dropbox Customer Support Desk

Teleperformance Greece

Providing robust support to Japanese native customers via email, chat, and phone
Collaborating with divisions such as enterprise, tech specialist, restoration
Escalating to higher tier in Dublin and keeping customers updated
Participating in daily meetings with supervisors and team members to improve KPIs

Apr 2016 - Mar 2017

1 year

Toronto, Canada

Associate (Part time)

Sobeys High Park Express

Maintaining floors and refilling food and grocery packages
Assisting grocery manager and store manager
Answering questions from mainly Canadian customers

Summary

Experience in CDD, fraud prevention, KYC, customer support, CRM, localization and optimization.

Skills

Ms Office (Word, Excel, Onenote, Power Point)
Google Spreadsheet (Data Analytics)
Tableau (Bi Tools)
Power Bi
Dropbox (Cloud)
Ms Teams
Slack
Google Hangouts (Office Communication)
Zendesk
Vault (Jira)
Oracle
Monday.com
Asana

Languages

Japanese

Native

English

Advanced

Education

Sep 2017 - Feb 2019

KU Leuven

Master of European Studies · European Studies · Leuven, Belgium

Apr 2013 - Mar 2015

Hitotsubashi University

Master of Business Administration · Business Administration · Kunitachi, Japan

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