Federico Mura

I’m a resourceful, adaptable customer service professional with strong communication and problem-solving skills, and I thrive under pressure. I learn quickly, stay analytically grounded, and keep customer satisfaction high by investigating issues thoroughly and resolving them efficiently.

As a VIP Customer Service Manager in iGaming, I identify, investigate, and resolve customer problems while maintaining consistent service quality. I analyze customer behavior to build personalized relationships that improve retention and engagement, and I monitor performance and behavior to support accurate bonus crediting decisions. I also ensure product compliance by adhering to relevant regulations and internal policies.

Before this, I supported customers across multilingual channels as a Support Ambassador (calls and live chat), handling payments, refunds, and technical issues while proposing workflow improvements to enhance efficiency. I also collaborated with Payments, Risk, KYC, and Tech teams on complex cases, managed ID verification and gameplay issues, and used upselling to support player retention. Earlier, I delivered technical assistance and ticket support and documented bugs and glitches to improve service reliability.