Massimo Calascibetta
@mc93x
I deliver fast, accurate bilingual customer support for iGaming customers.
PolandWhat I'm looking for
At BrainRocket, I support Italian- and English-speaking customers across online casino and sportsbook platforms through live chat and email. I've handled 10,000+ chats and 1,000+ emails while maintaining a first response time under 10 seconds.
I work in a SLA- and KPI-driven environment, sustaining 80–85% CSAT and an 86.3% Internal Quality Score at high volume. I use Zendesk, Slack, and proprietary back-office systems to verify information carefully, resolve issues, and de-escalate difficult interactions.
Before customer support, I spent more than six years in warehouse operations across Italy and Poland, including inventory management, order picking, packing, documentation, and quality control.
I'm analytical, detail-focused, and motivated by connecting with people while continuing to grow professionally and personally.
Experience
Work history, roles, and key accomplishments
Delivering fast, accurate customer support in iGaming: 10-second first response, 80-85% CSAT, and 10,000+ chats and 1,000+ emails handled to date.
- Supporting Italian and English-speaking customers via live chat and email on online casino and sportsbook platforms, as first point of contact.
- Maintain a first response time under 10 seconds and an average response time of 1-2 minutes, across 140+
Managed day-to-day inventory accuracy and documentation, coordinating closely with the wider team.
- Tracked product quantities and movements, keeping documentation and data entry accurate and up to date
- Coordinated with team members to maintain efficient daily operations
- Supported picking and packing tasks as needed, based on operational demands
- Proposed initiatives to improve workspace or
Picked and fulfilled dental product orders, with a strong focus on inventory accuracy.
- Performed thorough inventory checks and promptly reported discrepancies to preserve data integrity
- Collaborated with colleagues to meet daily production targets
- Operated warehouse equipment, including machinery, devices, and vehicles, and worked to health, safety, and quality standards
Packed herbal teas and wellness products under strict quality control standards.
- Carried out detailed quality inspections throughout the packing process
- Operated warehouse equipment, including machinery, devices, and vehicles, and worked to health, safety, and quality standards
Education
Degrees, certifications, and relevant coursework
ENAIP Padova
Automotive Body Repair Technician, Automobile/Automotive Mechanics Technology/Technician
2008 - 2013
Tech stack
Software and tools used professionally
Availability
Location
PolandAuthorized to work in
Social media
Job categories
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