Experience

DAZN Bet

• Gibraltar
• Gambling Facilities and Casinos
• 100 - 200 Employee

• Compliance Manager - Spain

  • Apr 2023 - Present

• Customer Service Manager

  • Aug 2022 - Apr 2023



bet365

• United Kingdom
• Gambling Facilities and Casinos
• 700 & Above Employee

• European Customer Service Manager (Sports)

  • May 2022 - Jul 2022

• European Customer Service Deputy Manager (Sports)

  • Aug 2021 - May 2022

• Customer Service Deputy Manager (Gaming)

  • Oct 2020 - Aug 2021

• European Customer Account Supervisor (Gaming)

  • Sep 2019 - Sep 2020

• Gaming Responsible Gambling and Complaints Supervisor

  • Jun 2018 - Sep 2019

  - Setting up the new Responsible Gambling and Complaints Department within the Customer Service Department.- Reviewing customer's complaints in order to identify trends to know how to improve our products in the Spanish, Italian and UK markets.- Completing Responsible Gambling calls (Spanish, Italian and English) to identify potential gambling problems.- Main point of contact for Team Leaders, Advisors and other Supervisors when dealing with Complaints.- Ensuring procedures are followed at all times when members of the staff are dealing with complaints.- Following up with Advisors, Team Leaders and Supervisors errors commited while dealing with complaints.- Training Supervisors, Team Leaders and Advisors on how to deal with complaints.- Use of Microstrategy and Escalation Tool to create reports. Show less

• European Customer Account Team Leader (Gaming)

  • Oct 2017 - Jul 2018

  - Team Leader of the European team composed by Italian and Spanish speakers.- Reviewing contacts in order to help all members of the team to reach KPI.- Creating SMART PDPs to increase members quality performance.- Coaching all members of the team.- Helping advisors with queries in their own language (Spanish, Italian and English).- Assisting VIP customers via email,chat and telephone (Spanish, Italian and English).- Staffing in order to keep all lines open and offer the best customer service possible.- Running interviews with potential candidates to join our English, Italian and Spanish teams.- Performing RG courtesy calls and RG sole access calls in order to identify possible gambling problems. Show less

• European Customer Account Advisor (Gaming)

  • Jul 2016 - Sep 2017



Airbnb

• United States
• Software Development
• 700 & Above Employee

• Airbnb Italian Customer Experience Specialist

  • Oct 2015 - Jul 2016

  Providing friendly and efficient service to the European Airbnb community. Identifying and escalating issues appropriately. Composing thoughtful and accurate messages or customize prepared responses to customer emails. Researching information and troubleshoot problems using available resources. Being a first point of contact to handle customer queries. Responding professionally to inbound phone calls with a friendly manner, including urgent situations. Providing friendly and efficient service to the European Airbnb community. Identifying and escalating issues appropriately. Composing thoughtful and accurate messages or customize prepared responses to customer emails. Researching information and troubleshoot problems using available resources. Being a first point of contact to handle customer queries. Responding professionally to inbound phone calls with a friendly manner, including urgent situations.



Dell EMC

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Production associate

  • Dec 2014 - Oct 2015

  • Part of a team of technicians involved in assembling and testing large server/storage units. • Good working knowledge of SAP learned. • Worked to strict guidelines and deadlines. • Ability to work alone and as a team member. • Day and Night shifts worked to meet production deadlines. • Part of a team of technicians involved in assembling and testing large server/storage units. • Good working knowledge of SAP learned. • Worked to strict guidelines and deadlines. • Ability to work alone and as a team member. • Day and Night shifts worked to meet production deadlines.