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Bruno Andante

@brunoandante

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Customer Experience & Operations Supervisor specializing in iGaming CX, fraud prevention, and KPI-driven retention.

Brazil

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What I'm looking for

I’m seeking a remote international role in CX Operations, Player Support, or Customer Success—where I can use KPI monitoring, fraud prevention, and retention strategies to improve first-contact resolution, trust, and operational performance.

I’m a Customer Experience and Operations professional with 4+ years of experience supervising teams, driving customer retention, and managing fraud prevention in fast-paced iGaming and tech environments. At UPBET (iGaming, remote), I supervised and coached a high-volume customer service team, improved first-contact resolution through personalized chat and email support, and reduced churn with proactive engagement and conflict resolution.

I also optimize operational workflows end-to-end—monitoring KPIs and SLA compliance weekly, leading risk analysis to escalate suspicious patterns to compliance, and improving the overall customer journey. From my roles at H2 Club and Rappi, I’ve strengthened cross-functional collaboration and operational process improvement, translating performance data into measurable results.

Experience

Work history, roles, and key accomplishments

Customer Service Supervisor

UPBET

May 2023 - May 2025 (2 years)

Supervised and coached a high-volume iGaming customer service team, improving first-contact resolution through personalized chat and email support. Led fraud prevention and risk analysis workflows, monitored KPIs and SLA compliance, and reduced churn via proactive customer retention and conflict resolution.

Team Supervision Chat Support Email Support Fraud Prevention Risk Analysis KPIs SLA Management Customer Retention Excel reporting

Customer Experience Analyst

H2 Club

Feb 2022 - May 2023 (1 year 3 months)

Optimized the end-to-end customer journey in B2C support, improving satisfaction scores and reducing resolution times. Managed withdrawals and deposits operations, applied retention-first product promotion, and coordinated with operations and compliance teams to resolve escalated issues.

Customer Journey B2C Support Financial Operations Customer Retention Escalation Management Cross functional Coordination

Operations Supervisor

Rappi (Moustache Beams Ltd.)

Mar 2021 - Nov 2021 (8 months)

Led operational teams to meet performance targets while maintaining service quality standards. Analyzed operational data to identify inefficiencies and drove continuous improvement through weekly and monthly team feedback sessions.

Operations Supervision Performance Management Data Analysis Process Improvement Service Quality Management Continuous Improvement KPI Tracking