Francesca Bianchi
Rome,Italy
Summary
Dedicated professional with expertise in live chat support and remote assistance tools. Proven ability to build strong client relationships and demonstrate empathy in high-pressure situations. Skilled in multitasking and proficient in ticketing systems, including Zendesk. Committed to enhancing client satisfaction through multicultural sensitivity and effective problem-solving skills.
Overview
14
14
years of professional experience
Work history
Customer Support Specialist
PLAYBET.IO
, REMOTE
2026.02 - 2026.05
- Handle customer support inquiries via chat and email
- Assist with payments, withdrawals, and account-related issues
- Coordinate with internal teams (payments, verification, tech)
Customer Support Specialist
CLICKFUNNELS
2022.03 - 2025.02
- Provided exceptional customer service by resolving inquiries and complaints in timely manner
- Managed high volume of customer interactions via phone, email, and live chat
- Collaborated with cross-functional teams to improve customer satisfaction and reduce response times
- Trained and mentored new team members on customer service protocols and best practices
- Utilized CRM software to track customer interactions and ensure follow-up on outstanding issues
- Conducted customer feedback surveys to identify areas for service improvement
- Developed and maintained customer support knowledge base to assist team members
- Achieved performance targets by consistently maintaining high level of customer satisfaction
VIP Account Manager
GRASSWOOD
2021.06 - 2021.11
- Expertise in direct customer care and personalized communication for VIP clients
- Developed strategic action plans to maintain high retention rates
- Implemented loyalty schemes targeting high net worth players
European Customer Account Advisor
BET365
2020.08 - 2021.06
- Conducted KYC analysis for EU and non-EU documents
- Achieved a remarkable track record in boosting service quality
- Expert in cultivating customer relationships to foster confidence and loyalty
- Demonstrated adaptability to new environments and quick learning of new processes for outstanding results
- Collaborated with internal departments to address customer queries on payments, technical issues, verification, and more
- Assisted in training new staff and provided technical support to colleagues
- Consistently met individual and team targets
- International Customer Services Agent
- Specializing in Sportsbooks and Casinos
International Customer Services Agent
PADDYPOWER BETFAIR
2019.01 - 2020.07
- Specializing in Sportsbooks and Casinos
Italian Customer Service
NEWALEABET, ULISSE ITD
, MALTA
2018.05 - 2018.12
- Managed high call volumes efficiently, ensuring exceptional customer service
- Negotiated pricing and fees with vendors, enhancing service continuity and quality
- Conducted back-office operations, including database creation and weekly activity reporting
- Provided comprehensive information and event introductions via phone and email
- Utilized software and Excel for precise data entry
- Conducted internet research for necessary information retrieval
- Performed KYC analysis on Italian documentation
Kindergarten teacher
LITTLE ELEPHANTS
2017.10 - 2018.05
- Specialized in early childhood education for children aged 6 months to 6 years
Croupier/Dealer
VICTORIA GATE CASINO
LEEDS
2017.08 - 2017.09
Croupier/Dealer
ROYAL CARIBBEAN
2016.09 - 2017.08
Croupier
GENTING CASINO
MANCHESTER
2015.10 - 2016.08
- Expertly deal Fair Roulette, American Roulette, Blackjack, Caribbean Stud Poker, Punto Banco, Three Card Poker, and Texas Hold'em
- Maintain seamless game flow and accurate payouts
- Deliver exceptional customer service aligned with Genting Casino standards
- Proactively resolve issues with swift and effective solutions
- Knowledgeable in communicating current casino promotions
Croupier Academy
CERUS
ROME
2015.03 - 2015.10
Kindergarten teacher
TEACHER
2014.06 - 2015.09
- Teacher and Training Course for teaching at 'Me Agape' school (Italy, Rome)
Croupier/Dealer Online
EVOLUTION LATVIA
RIGA
2012.02 - 2014.04
Education
Psychology and Sociology
UNIVERSITY 'LA SAPIENZA' OF ROME
Rome, ITALYPsychology and Sociology
MARIA MONTESSORI CENTRAL SCHOOL
Rome, ITALYSkills
- Live chat competence
- Remote support tools
- Client relationship building expertise
- Client empathy
- Multitasking efficiency
- Stress tolerance capacity
- Ticketing systems
- Problem-solving
TOOLS
Proficient in online payment systems (Stripe), customer support, helpdesk platforms (Zendesk, Freshdesk) and team communication/collaboration tools (Slack, Skype, Zoom). Skilled in Microsoft Office Suite, Google Workspace and Excel for data organization and analysis. Basic knowledge of HTML for web content structuring. Experienced in managing customer interactions, streamlining workflows, and ensuring effective remote collaboration.
LANGUAGES
ENGLISH
Upper intermediate
SPANISH
Elementary
HOBBIES
Passionate leisure reader, writer and photographer, holding a Photography Course Certificate from the University of La Sapienza and recognized with a photography contest award. Strong artistic background with a creative flair for drawing, painting and crafting unique handmade objects. Enthusiastic traveler, eager to explore the world and discover new cultures.
Timeline
Customer Support Specialist
PLAYBET.IO
2026.02 - 2026.05
Customer Support Specialist
CLICKFUNNELS
2022.03 - 2025.02
VIP Account Manager
GRASSWOOD
2021.06 - 2021.11
European Customer Account Advisor
BET365
2020.08 - 2021.06
International Customer Services Agent
PADDYPOWER BETFAIR
2019.01 - 2020.07
Italian Customer Service
NEWALEABET, ULISSE ITD
2018.05 - 2018.12
Kindergarten teacher
LITTLE ELEPHANTS
2017.10 - 2018.05
Croupier/Dealer
VICTORIA GATE CASINO
2017.08 - 2017.09
Croupier/Dealer
ROYAL CARIBBEAN
2016.09 - 2017.08
Croupier
GENTING CASINO
2015.10 - 2016.08
Croupier Academy
CERUS
2015.03 - 2015.10
Kindergarten teacher
TEACHER
2014.06 - 2015.09
Croupier/Dealer Online
EVOLUTION LATVIA
2012.02 - 2014.04
Psychology and Sociology
MARIA MONTESSORI CENTRAL SCHOOL
Psychology and Sociology
UNIVERSITY 'LA SAPIENZA' OF ROME