Patricia Durvilli
@patriciadurvilli
Customer service and iGaming operations professional specializing in multilingual support and compliance.
ItalyWhat I'm looking for
I’m a customer service representative with strong iGaming operations experience, focused on helping customers resolve financial, functional, and technical issues quickly and accurately. I work with Italian customers on a daily basis, answering emails and messages and supporting them throughout the process.
In my current role, I also handle day-to-day brand page management on Facebook and provide translations for the site and marketing department. I bring a proactive, service-first mindset—always aiming to reduce friction for customers and keep communication clear.
Previously, as a Gaming Coordinator at Jackpotjoy Group, I ensured smooth coordination between game providers and internal teams to resolve incidents and game-related issues. I logged downtime and availability, helped train CRM support agents, supported 2nd line teams across offices, and contributed to new processes, procedures, and handbooks. I also worked on game configuration, testing, user privilege setup, and provider integration, while staying involved in compliance activities such as UK Game Register updates and collaboration with GLI.
My background also includes customer support experience at Sellbytel Group S.A. and E-Play24 LTD, where I managed customer enquiries, supported fraud checks with the Risk & Financial Department, and assisted Product Managers in marketing campaigns. Earlier roles—from hotel receptionist/night shift hosting to transport planning—strengthened my organization, communication, and ability to manage multiple tasks with confidence.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Lelosi - Uvecto D.O.O.
Jan 2021 - Apr 2026 (5 years 3 months)
Handled Italian customer service and support for financial, functional, and technical issues via email and messages. Managed the brand’s Facebook page and performed daily translations for the website and marketing department.
Customer Service Representative
Sellbytel Group S.A.
Jul 2019 - Dec 2019 (5 months)
Provided Italian–English customer support for financial, functional, and technical issues and enquiries. Supported customers after purchase and advised them to find solutions during the buying process.
Gaming Coordinator
JackpotJoy Group
Jun 2016 - Apr 2019 (2 years 10 months)
Coordinated communication between game providers and internal departments to resolve incidents and game-related issues, and supported incident operations and compliance workflows. Managed provider downtime/availability logging, supported CRM support training, and contributed to gaming launches and regulatory reporting.
Customer Service Representative
E-Play24 Ltd
Jun 2014 - May 2016 (1 year 11 months)
Served as a customer support agent for financial, functional, and technical enquiries. Supported Risk & Fraud checks, assisted Product Managers in marketing campaigns, and handled translations.
Restaurant Host
Golden Tulip Vivaldi Hotel
May 2013 - Oct 2015 (2 years 5 months)
Hosted guests at Antonio’s Restaurant while employed by the hotel. (Role details provided without additional responsibilities.)
Beautician and Masseur
Golden Tulip Vivaldi Hotel
May 2013 - Oct 2015 (2 years 5 months)
Worked in the hotel SPA as a beautician and masseur as part of the hospitality team. (Role details provided without additional responsibilities.)
Night Shift Receptionist
Golden Tulip Vivaldi Hotel
May 2013 - Oct 2015 (2 years 5 months)
Served as a receptionist during the night shift at the hotel. (Role details provided without additional responsibilities.)
Receptionist
Golden Tulip Vivaldi Hotel
May 2013 - Oct 2015 (2 years 5 months)
Worked in hotel reception, including night shift receptionist duties, and supported spa services as a beautician and masseur. Also acted as a host at Antonio's Restaurant.
Customer Service Representative
3Bet Gaming Ltd
Aug 2013 - Sep 2013 (1 month)
Provided customer support and handled customer translations as part of the customer service function. (Role details limited to support and translation tasks.)
Shop Assistant
Decathlon
Aug 2012 - Oct 2012 (2 months)
Worked as a shopping assistant in the Fitness department and supported cashier activities. Provided retail customer assistance on the shop floor.
Shop Assistant
Kasanova
Oct 2011 - Jun 2012 (8 months)
Assisted customers as a shop assistant and supported cashier duties. (Additional responsibilities not specified.)
Transport Planner
S.T.I. Italy S.R.L - Havi Logistics
Oct 2008 - Mar 2009 (5 months)
Provided international transport planning support with customer service, booking, and export/import control activities. Also handled order and data entry and improved English communication through the role.
Education
Degrees, certifications, and relevant coursework
Csonka János Secondary School
International Transport and Logistics, International Transport & Logistics
2001 - 2005
Completed International Transport and Logistics studies at Csonka János Secondary School from 2001 to 2005.
MISCO Consulting Ltd.
Online digital marketing
2018 -
Completed training in managing your online digital marketing with MISCO Consulting Ltd. in Malta.
Holistic Institute of Technologies
PowerPoint
2018 -
Completed a PowerPoint course at Holistic Institute of Technologies in Malta.
IGaming Academy
Online casino management
2018 -
Completed an online casino management training through IGaming Academy in Malta.
MISCO Consulting Ltd.
Content marketing
2018 -
Completed training in marketing your content online effectively with MISCO Consulting Ltd. in Malta.
Misco Consulting Ltd.
Generating Valuable Business Leads, Digital Marketing
2018 -
Completed a course on Generating Valuable Business Leads with Misco Consulting Ltd. in 2018.
Misco Consulting Ltd.
Managing Your Online Digital Marketing, Digital Marketing
2018 -
Completed training on Managing Your Online Digital Marketing with Misco Consulting Ltd. in 2018.
IGaming Academy
Online Casino Management, iGaming
2018 -
Completed Online Casino Management training with IGaming Academy in 2018.
MISCO Consulting Ltd.
Lead generation
2018 -
Completed training in generating valuable business leads with MISCO Consulting Ltd. in Malta.
Holistic Institute of Technologies
Excel Expert, Productivity Software
2018 -
Completed an Excel Expert training at the Holistic Institute of Technologies in 2018.
Holistic Institute of Technologies
Excel
2018 -
Completed an Excel Expert training at Holistic Institute of Technologies in Malta.
Holistic Institute of Technologies
PowerPoint, Productivity Software
2018 -
Completed a PowerPoint course at the Holistic Institute of Technologies in 2018.
IELS Malta
English Course (Upper-Intermediate B2), English
2013 -
Completed an English course at the Upper-Intermediate B2 level with IELS Malta in 2013.
IELS Malta
English Course (Intermediate B1), English
2013 -
Completed an English course at the Intermediate B1 level with IELS Malta in 2013.
Misco Consulting Ltd.
Marketing Your Content Online Effectively, Digital Marketing
2018 -
Completed Marketing Your Content Online Effectively training with Misco Consulting Ltd. in 2018.
Nuova Didactica SCARL
International Transport and Logistics, International Transport & Logistics
2010 - 2011
Studied International Transport and Logistics at Nuova Didactica SCARL from 2010 to 2011.
Beauty School Horus
Beauty and massage
2007 - 2008
Completed training as a beautician and masseur at Beauty School Horus in Italy.
Carpi Formazione SRL
Coordinator of Fashion Samples, Fashion & Apparel
2011 -
Completed training as Coordinator of Fashion Samples at Carpi Formazione SRL in 2011.
TRIMODA
1st and 2nd Level of Cutting and Sewing, Fashion & Apparel
2010 - 2011
Completed training in 1st and 2nd level cutting and sewing at TRIMODA from 2010 to 2011.
IELS Malta
English (B1)
2013 -
Completed an English course at intermediate level (B1) with IELS Malta.
Nuova Didactica Scarl
International transport and logistics
2010 - 2011
Completed training in international transport and logistics at Nuova Didactica Scarl in Italy.
Trimoda
Cutting and sewing
2010 - 2011
Completed training in 1st and 2nd level cutting and sewing at Trimoda in Italy.
Beauty School Horus
Beautician and Masseur, Beauty & Spa
2007 - 2008
Completed training as a beautician and masseur at Beauty School Horus from 2007 to 2008.
Carpi Formazione S.r.l
Fashion samples coordination
2011 -
Completed training as a coordinator of fashion samples at Carpi Formazione S.r.l in Italy.
IELS Malta
English (B2)
2013 -
Completed an English course at upper-intermediate level (B2) with IELS Malta.
Csonka János Secondary School
International transport and logistics
2001 - 2005
Completed education in international transport and logistics at Csonka János Secondary School in Szeged, Hungary.
Tech stack
Software and tools used professionally
Availability
Location
ItalyAuthorized to work in
Job categories
Skills
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