ROBERT J. GUENTHER
Woodbridge,VA
Summary
Professional with a strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction as well as policy adherence. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Account Management/ Customer Service Agent
Underdog Fantasy
Virginia (Remote)
07.2025 - Current
- Web and Mobile technical assistance through a support channel (Intercom- ticket processor system), handling anywhere from 80-175 users a day.
- Onboarding assistance for new user acquisitions, ensuring successful adoption of the app.
- Active use of Socure to assist in identity verification and fraud detection.
- Responsible Gaming, Fraud, and AML (Anti-Money Laundering) reporting.
- Support for financial transactions through payment providers such as PayPal, Trustly, PaySafe, or Venmo.
- Effective cross-department communication via Zoom and Slack.
- Understanding of rules/terms and conditions of Daily Fantasy Sports (DFS), Drafts, Sportsbook, and Prediction Markets.
- Following and understanding of state and federal compliance rules and regulations for DFS, sports betting/wagering, and Prediction Markets.
- Certified understanding of prediction markets and their functionality. Formal certification completed with Exchange Analytics.
- Use of Claude AI to build and use functional tools for the CS department, including improvements to geolocation and payout understanding.
- Built live demos/videos to provide visuals to users who were experiencing issues locating or utilizing features in the app.
Operations Supervisor
FanDuel
Washington D.C.
07.2023 - 02.2025
- Oversee daily sportsbook operations and staff responsibilities.
- Manage cash vault and oversee transactions from 4 associates with minimal to no variances.
- Maintained and tracked data using Microsoft Word and Excel.
- Utilized Salesforce to report on any AML or compliance concerns.
- Perform KYC verification and AML reporting, recording, and checks.
- Upheld high standards for responsible gaming.
- Met and exceeded quarterly goals and KPI’s for 6 consecutive quarters.
- Reported customer inquiries regarding betting accounts and in-house wagers through proper channels. (Jira, Slack, Salesforce).
- Providing exceptional service to high-value (VIP) clients and creating lasting relationships/partnerships in adherence with compliance and company policy.
Sportsbook Associate
FanDuel
Washington D.C.
03.2022 - 07.2023
- Explained sports betting rules to guests, adhering to company policies and procedures.
- Promoted new products and promos and drove business through offers and initiatives.
- Resolved technical issues and inquiries regarding 14 betting kiosks and online applications.
- Ensured compliance with state and federal regulations.
Overnight Operations Supervisor
XSport Fitness
Woodbridge, VA
03.2021 - 02.2022
- Assisted with overnight operations and sales, which included memberships and personal training.
- Trained 3 new hires and oversaw completion of overnight duties, which included stocking/ordering inventory, cleaning, and replenishing the gym and its supplements.
- Responsible for creating and preparing daily cash deposits.
Retail Associate
Under Armour
Woodbridge, VA
11.2020 - 04.2021
- Assisted with floor duties, which included re-stocking, organizing, and preparing displays with new products.
- Provided product knowledge on new apparel that included clothing and shoes.
- Utilized a POS system for roughly 125-200 customers for daily transactions (both for sales, refunds, and gift cards/coupons).
Guest Service Representative
Arcadia Bluffs Golf Club
Arcadia, MI
08.2016 - 07.2019
- Provided course and golf knowledge to roughly 150-200 golfers daily.
- Offered insights on putting greens, distances, and weather conditions for an 18-hole course.
- Communicated club policies and procedures to golfers.
- Focused on high-value customer retention and hosting for large groups, corporate outings, and high-value players.
Education
H.S. Diploma -
Brethren High School
Brethren, MI05.2019
No Degree - Business Management, Business Law
Central Michigan University
Mount Pleasant, MISkills
- Current Underdog Fantasy Account Manager and Support personnel with 5 years of customer service experience, 3 years in AML reporting, regulatory compliance, and 3 years in previous supervisory roles
- Proven ability to oversee daily operations, provide exceptional customer service, manage staff, handle cash/vault transactions, process and refund transactions through several payment providers, and ensure regulatory compliance
- Proficient in CRM, KYC, Salesforce, Microsoft Office/Excel, Socure, multiple payment providers (Paysafe, Trustly, PayPal/Venmo), prediction markets and account management
- Exceptional proficiency in Customer Service utilizing account dashboards to troubleshoot user issues
Certification
- Account Management 101 - Udemy Business - February 2025
- AML/Counter-Terrorism Financing Foundation - iGaming Academy - August 2025
- AML US Regulations: Best Practices - iGaming Academy - August 2025
- Kalshi Trade Practice Requirements - Exchange Analytics - March 2026
- AML Initial 2026.2 - Exchange Analytics - March 2026
AWARDS
- FanDuel All-Star MVP Award - Received October 2022, Award nominated by peers for above and beyond contributions and accomplishments within the company.
- Under Armour MVP Award - Received February 2021, Award for the largest contributions to store success, customer service, and willingness to adapt.
Timeline
Account Management/ Customer Service Agent
Underdog Fantasy
07.2025 - Current
Operations Supervisor
FanDuel
07.2023 - 02.2025
Sportsbook Associate
FanDuel
03.2022 - 07.2023
Overnight Operations Supervisor
XSport Fitness
03.2021 - 02.2022
Retail Associate
Under Armour
11.2020 - 04.2021
Guest Service Representative
Arcadia Bluffs Golf Club
08.2016 - 07.2019
H.S. Diploma -
Brethren High School
No Degree - Business Management, Business Law
Central Michigan University