Open to opportunities

Enrica Gancitano

@enricagancitano

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I lead customer support teams in iGaming, improving CX through KPI-driven process excellence.

Italy

Message

What I'm looking for

I’m looking for a customer operations role where I can lead a support team, improve CX using KPI analysis, handle VIP escalations, and drive measurable process improvements.

I’m a Customer Service Team Lead with 10+ years in the iGaming industry, specializing in customer operations, team leadership, and customer experience. I focus on delivering exceptional customer journeys while coaching people to perform at their best.

In my current role as Customer Service Team Lead at Brainrocket, I lead a team of 15 specialists, monitor KPIs, and manage VIP customers and escalations. I also drive process improvements and support customer experience and retention initiatives, translating operational data into better day-to-day outcomes.

Before that, I worked as a Project Coordinator at Brainrocket, coordinating cross-functional projects, improving processes, tracking deliverables, and facilitating communication. I also bring hands-on operations experience from Lopoca Gaming (Operations Coordinator, then Customer Service Agent), plus training and quality leadership from Comdata—so I can manage both execution and continuous improvement.

Experience

Work history, roles, and key accomplishments

Customer Service Team Lead

Brainrocket

Feb 2025 - Jul 2026 (1 year 5 months)

Led a team of 15 Customer Support Specialists, monitoring KPIs and managing VIP customers and escalations. Coached team members and improved operational processes to support customer experience and retention initiatives.

Customer Service Leadership Team Management Customer Experience (CX)Escalation Handling KPI Analysis CSAT SLA Process Improvement Coaching & Mentoring Customer Retention Zendesk Salesforce Kibana

Project Coordinator

Brainrocket

Sep 2023 - Jan 2025 (1 year 4 months)

Coordinated cross-functional projects, improved processes, tracked deliverables, and facilitated communication. Supported delivery of initiatives through operational coordination.

Project Coordination Cross Functional Collaboration Process Improvement Customer Operations Customer Experience (CX)Zendesk Salesforce Kibana

Operations Coordinator

Lopoca Gaming

Apr 2021 - Aug 2023 (2 years 4 months)

Handled reporting and promotions and supported cross-functional collaboration to drive performance improvements. Contributed to operational coordination within the gaming customer operations function.

Operations Coordination Reporting Promotion Cross Functional Collaboration Performance Improvement Process Improvement Customer Experience (CX)Customer Retention Zendesk Salesforce Kibana

Customer Service Agent

Lopoca Gaming

Nov 2020 - Apr 2021 (5 months)

Provided chat/email customer support and handled KYC and issue resolution. Supported daily customer service operations and problem handling.

Customer Support Chat Support KYC Issue Resolution Customer Experience (CX)Escalation Handling Zendesk Salesforce Kibana

Training & Quality Manager

Comdata

Apr 2019 - Sep 2019 (5 months)

Managed training and quality activities, including onboarding. Supported team readiness through training and quality processes.

Training Quality Management Onboarding Coaching & Mentoring Process Improvement Customer Service Leadership Customer Experience (CX)

Various Roles

Evolution Gaming

Jan 2014 - Jan 2018 (4 years)

Worked across multiple customer support-related responsibilities, including support, performance evaluation, and training. Contributed to support operations and team development during the period.

Customer Support Performance Evaluation Training Customer Service Leadership Customer Experience (CX)