Joey Terukina

Customer Service Agent @SEGA SAMMY CREATION

Las Vegas, NV, US

Supporting customers in various parts of the US for both simulated and real money gaming for different brands (WynnBet, San Manuel, Oaklawn Sportsbook, Soaring Eagle, Agua Caliente, JACK Entertainment, MGM, Banana Bets, Station Casinos, PlayPENN, PlayGila, William-Hill, LIVE Social, FanDuel, etc)- Testing features and promotions on various applications and websites per brand as needed- Utilizing JIRA to collaborate with various development teams - Reviewing account status and/or balances for users and providing information as needed- Updating user account information as needed- Providing payment provider contact information for users who are missing deposits or withdrawals - Escalating slot/table game errors as needed to their respective game providers on behalf of patrons (stuck games, missing winnings, promotion errors, bet grading disputes, etc)- Reviewing sports bets and providing knowledge on rules per brand as necessary- Going above and beyond for various casino guests to ensure company standards for customer service are met- Requesting/adjusting player account balances for various reasons (uncredited wins, voided bets, disconnected sessions, long resolution times, etc)- Escalating sports bets to bet grading team for grading delays or grading disputes- Providing feedback from players to management team for future enhancement considerations- Providing Responsible Gaming resources for players who have or exhibit gambling problems and suspending accounts as requested.

University of California, Riverside

Bachelor of Business Administration (B.B.A.)