Alessia Galdes
Fgura
Summary
Skilled customer service professional with proven ability to handle complex inquiries and ensure client satisfaction. Strong communicator known for effective collaboration and adaptability in dynamic environments. Expertise in problem-solving, conflict resolution, and utilizing CRM systems to enhance user experience. Reliable team player dedicated to achieving high-quality results.
Overview
15
15
years of professional experience
Work History
Customer Support Agent
Tech Rise IGaming
02.2025 - 06.2025
- Resolved customer inquiries through effective communication and problem-solving techniques using Helpdesk tools.
- Provided timely support via chat and email ensuring high customer satisfaction.
- Documented interactions in CRM systems to maintain accurate customer records and support data analysis.
- Trained new team members on best practices for handling customer issues and utilizing support tools.
- Detect and address potential scams or fraudulent activates to maintain a secure online environment.
- Monitored and flagged suspicious player behavior and transactions in line with AML guidelines, escalating potential risks to the compliance team.
Customer Support Agent
CX Fort iGaming
03.2024 - Current
- Respond to Customer Inquiries: Provide timely and accurate responses to player inquiries via live chat, email, and phone, ensuring a high level of customer service.
- Troubleshooting: Assist customers with technical issues related to games, account management, and payment processing, identifying problems and providing effective solutions.
- Player Verification: Conduct user verifications and KYC (Know Your Customer) processes to ensure regulatory compliance and maintain a secure gaming environment.
- Conflict Resolution: Handle customer complaints and disputes with professionalism, working to resolve issues amicably and escalate when necessary.
- Product Knowledge: Develop a deep understanding of the company’s products and services, including games, promotions, and bonus structures, to enhance customer assistance.
- Documentation: Maintain accurate records of customer interactions and transactions in the company’s CRM system for future reference and reporting purposes.
- Feedback Collection: Gather customer feedback and insights to identify trends and recommend improvements to enhance the player experience.
- Cross-Department Collaboration: Work closely with other teams, such as Product Development and Marketing, to relay customer feedback and contribute to service improvements.
- Compliance Adherence: Ensure all support activities comply with relevant gaming regulations and internal policies, promoting responsible gaming practices.
- Training and Development: Participate in ongoing training programs and workshops to stay updated on product offerings, gaming regulations, and customer service best practices.
- Availability: Be available to work flexible hours, including evenings and weekends, to cover peak support times and accommodate international customers.
Office Administrator
IoT Solutions
01.2023 - 03.2024
- Oversee the day-to-day operations of the office, ensuring a well-organized and efficient work environment.
- Manage office supplies, equipment, and facilities to ensure they are well-maintained and adequately stocked.
- Handle incoming and outgoing correspondence, including emails, phone calls, and postal mail.
- Serve as a point of contact for internal and external communications, relaying messages to the appropriate individuals.
- Coordinate appointments, meetings, and events for the office and staff members.
- Maintain invoicing and billing, including preparing invoices, and following up on overdue accounts.
- Interact with customers or clients, providing information, support, and assistance as required.
- Maintain a positive and professional image when dealing with external stakeholders.
- Assist in the planning and coordination of office events, meetings, and conferences.
- Build and maintain positive relationships with colleagues and external contacts.
- Serve as a helpful and approachable resource for staff.
- Ensure that office policies and procedures are adhered to and to help develop or update them as necessary.
- Communicate and enforce office policies among staff.
- Abide by company procedures and best practices.
- Ensure that high customer care standards are always maintained.
- Ensure a high quality/standard of work and service throughout.
Office Assistant/Front Office
Pharma.MT
01.2021 - 01.2023
- Welcoming customers and guests in a warm and friendly manner
- Answering calls and email correspondence
- Coordinate office activities and events
- Keeping stock of office supplies and placing orders
- Running office errands such as Post Office etc
- Supervising cleaning
- Assisting with invoicing/Credit notes
- Performing data entry and filing tasks
- Manage inventory of office supplies
- Helping to maintain office calendar
- Monitoring reception and work area to determine customer flow
- Keeping the boardroom and meeting room organized
- Assisting in deliveries when needed and collecting payments
- Assisting in the Pharmaceutical stores
- Working collaboratively with other staff, managers, and resources
Customer Clerk
Capital Pest Control
07.2021 - 10.2021
- Responsible for answering the phone and greeting callers in a very busy environment
- Providing information to customers by verifying understanding of request
- Answering customer's questions and providing relevant information
- Dealing with inquiries
- Recording all customer requests Developing, building, and expanding customer base through providing quality customer services.
- Office work such as Filing, data entry, scanning, organizing records, and invoices
- Scheduling and giving appointments to clients/Bookkeeping
Courier
Maltapost
09.2017 - 07.2021
- Responsible for distributing packages and documents for institutions, businesses, government agencies, and individuals through different routes
- Pick up documents and packages from customer's offices or houses and deliver them to final destinations.
- Follow routes and schedule.
- Load, unload, prepare, inspect, and operate a delivery vehicle Responsible for performing basic maintenance on their company vehicles, and if there is a potential mechanical problem, they report it to the appropriate department.
Machine Operator
Metalform
10.2010 - 06.2017
- Working with others to ensure that equipment is in proper working order. •
- Observe and follow company safety rules and regulations.
- Operate/monitor multiple pieces of equipment during operation to ensure quality production and minimal unplanned stops
- Communicate with team members and support teams to ensure continuous production of the correct product at high-quality levels with minimal wasted time and materials.
Education
Human Resource
Award in Human Resource Management MQF 3
2024
iGaming
iGaming Player Verification and AML
2024
iGaming
ESG Principles in iGaming
2023
iGaming
iGaming Customer Support Essentials
2023
Spanish language
Award in Spanish Language
2022
Information Technology
ECDL
2021
Professional English course
Malta Business School
2021
Administration
Level 2 Award in Office Procedure City & Guilts
2013
GCSEs - O 'Levels
Margaret Mortimer Girls Junior Lyceum
2013
Skills
- Teamwork
- Communication Skills
- Problem-Solving
- Adaptability
- Decision - Making
- Creativity
- Organization Skills
- Flexibility
- 1st-line customer support
- Well-organized
Languages
English
Advanced
C1
Maltese
Proficient
C2
Spanish
Beginner
A1
Hobbies and Interests
- Reading
- Sports
- Traveling
- Yoga
- Dancing
- Playing a Brazilian instrument and forming part of a Brazilian Samba group
- Swimming
Timeline
Customer Support Agent
Tech Rise IGaming
02.2025 - 06.2025
Customer Support Agent
CX Fort iGaming
03.2024 - Current
Office Administrator
IoT Solutions
01.2023 - 03.2024
Customer Clerk
Capital Pest Control
07.2021 - 10.2021
Office Assistant/Front Office
Pharma.MT
01.2021 - 01.2023
Courier
Maltapost
09.2017 - 07.2021
Machine Operator
Metalform
10.2010 - 06.2017
iGaming
iGaming Player Verification and AML
iGaming
ESG Principles in iGaming
iGaming
iGaming Customer Support Essentials
Spanish language
Award in Spanish Language
Information Technology
ECDL
Professional English course
Malta Business School
Administration
Level 2 Award in Office Procedure City & Guilts
GCSEs - O 'Levels
Margaret Mortimer Girls Junior Lyceum
Human Resource
Award in Human Resource Management MQF 3
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