Open to opportunities

Orsolya Stass

@orsolyastass

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Multilingual customer support and operations specialist focused on process improvement.

Spain

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What I'm looking for

I am seeking a customer-focused operations role where I can improve processes, coach teammates, handle complex cases, and contribute to high customer satisfaction in a collaborative environment.

I am a multilingual Customer Support & Operations Specialist with hands-on experience in regulated iGaming and high-volume digital environments. I excel at managing complex cases across payments, accounts, and technical issues while maintaining clear, empathetic communication in English, Spanish, and Hungarian.

In my recent roles I supported international digital operations, troubleshot live-event technical issues, trained and onboarded new team members, and optimised internal processes to improve response times and customer experience. I consistently achieved high customer satisfaction by taking ownership of cases and collaborating across teams.

I bring strong CRM and spreadsheet skills (Salesforce, Zendesk, Zoho, Excel, Google Sheets), proven front-office hospitality experience, and a service-first mindset that balances operational efficiency with positive customer outcomes.

Experience

Work history, roles, and key accomplishments

Digital Operations Specialist

Bet365

Dec 2024 - Nov 2025 (11 months)

Supported high-volume international digital operations in a regulated iGaming environment, troubleshooting complex technical and account issues and optimising processes to improve response times and customer experience; trained and onboarded 10+ team members.

Customer Support Case Management Process Improvement Onboarding Multilingual Support

Multilingual Account Advisor

Bet365

Jan 2023 - Nov 2024 (1 year 10 months)

Managed complex customer cases across payments, accounts, and technical issues in English, Spanish and Hungarian, achieving 95%+ customer satisfaction through clear communication and ownership of cases.

Customer Support Account Management Escalation Management Customer Satisfaction

Front Desk Agent

Hotel Santana

May 2022 - Jan 2023 (8 months)

Handled high-volume guest interactions, managed reservations, check-ins and communications while resolving issues professionally to maintain service standards.

Customer Service Reserving Multilingual Communication

Front Desk Agent

Mystery Hotel Budapest

Nov 2021 - Feb 2022 (3 months)

Managed reservations and guest services for international travellers in a high-volume, 5-star environment, resolving guest issues while maintaining premium service standards.

Reserving Guest Service Multilingual Support Customer Experience

Tourism & Hospitality Intern

Hotel Albaida Nature

Jun 2021 - Oct 2021 (4 months)

Supported front office operations including reservations, guest enquiries and check-ins, and assisted with guest communications and basic marketing coordination.

Reserving Customer Service

Education

Degrees, certifications, and relevant coursework

Budapest University of Applied Sciences

Bachelor of Science, Tourism / Economics

2017 - 2022

Completed a Bachelor of Science in Economics in Tourism with a specialization in Tour Organization Business Administration from September 2017 to June 2022.