Open to opportunities

Antonio Campa

@antoniocampa

Message

I am a customer support and trust & safety operations manager

Malta

Message

What I'm looking for

I seek a leadership role in customer support or trust & safety where I can lead teams, improve customer experience, and shape fraud/risk policies in an international, collaborative, data-driven environment.

I am a multilingual customer support and trust & safety operations manager leading Customer Support, Moderation, Fraud & Risk teams for an international e-commerce client at Besedo. I focus on balancing user satisfaction with platform security.

At Besedo I manage client communication, budget strategies, recruitment, and pricing policy while overseeing moderation and backend security operations. I built Voice of the Customer tracking and delivered actionable outcomes to improve processes across customer support and fraud teams. Prior roles include customer specialist positions at Crypto.com and PokerStars, and academic research and teaching in economics.

I hold advanced academic training as a PhD candidate and a master's degree with excellence, and I bring a strong work ethic, adaptability and multilingual communication skills to cross-cultural teams. I am motivated to lead teams that drive measurable improvements in customer experience and platform safety.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Besedo

Sep 2022 - Present (3 years 1 month)

Manage Customer Support, Moderation, Fraud & Risk teams for an international e-commerce client; oversee client communication, budget strategy, recruitment, and pricing policy to maintain platform security and service quality.

Team Management Trust & Safety Client Communication Recruitment Budgeting Pricing Strategy Jira Confluence

Customer Support Experience Manager

Besedo

Sep 2021 - Mar 2023 (1 year 6 months)

Tracked Voice of the Customer across Customer Support and Fraud & Risk, analyzed sentiment and volume shifts, and delivered data-driven recommendations to improve customer experience and operational workflows.

Customer Experience Data Driven Intercom Zendesk Salesforce

VIP Customer Specialist

Crypto.com

Aug 2020 - Apr 2021 (8 months)

Provided live chat, email, and outbound support to medium and VIP Italian and English users with focus on payments, on-chain/off-chain transactions, fiat transfers, and account functionality.

VIP Support Live Chat Payments Cryptocurrency Fiat Transfers Italian

Customer Service Specialist

PokerStars

Oct 2018 - Aug 2020 (1 year 10 months)

Handled English and Italian live chat and email support, then expanded to Sportsbook, Verification, and Payments after additional training to resolve complex customer and transaction issues.

Live Chat Support Email Support Verification)Payments Italian English Verification

Researcher & Teacher

Chelyabinsk State University

Jun 2015 - Sep 2018 (3 years 3 months)

Researched and taught economics at the Institute of Economics and Industry in Russian and English, contributing to academic work in economic theory and supervising coursework.

Research Curriculum Development Russian English

Sales Agent

Axa Assurance Company

Oct 2012 - Jan 2013 (3 months)

Completed a sales internship selling insurance products and providing support to clients via phone, email, and in-person interactions to meet sales targets and customer needs.

Sales Customer Support Email Support