Mia Sassano

As an Operations Specialist, I played a central role in ensuring smooth collaboration and accurate reporting within a fast-paced, multi-departmental business environment. My responsibilities demanded strong time management, proactive communication, and a solutions-oriented mindset to support leadership teams and ensure operational efficiency across the organization.

• Created detailed weekly and monthly operational reports by compiling key data and updates from multiple departments, providing C-level executives and cross-functional teams with critical insights and potential issues to support informed decision-making.
• Fostered timely data collection by sending friendly, proactive reminders to management, ensuring that all contributions were submitted punctually and accurately, enabling consistent, on-schedule reporting.
• Maintained regular communication with Legal teams to manage contract changes and addendums, subsequently liaising with external providers to communicate updates clearly and resolve any arising concerns efficiently.
• Collaborated closely with Finance to ensure that all company card transactions were correctly claimed, while managing a detailed budget tracking sheet that provided real-time visibility for leads and department heads.
• Maintained alignment with the Project Management team to stay informed on company-wide updates and process changes, ensuring that operational reporting remained accurate and reflective of the current business landscape.
• Identified inefficiencies in the existing reporting platform and took initiative to research and implement Figma as a more effective and visually engaging tool, improving clarity, user experience, and stakeholder engagement across reporting outputs.

In my role as Customer Support Senior, I worked closely with team leads to ensure the smooth daily operation of the support team in a dynamic, high-volume environment. I was responsible for monitoring team activity, responding to real-time challenges, and making quick, data-informed decisions to maintain service quality and customer satisfaction.

• Supported team leads in the day-to-day management of customer support operations, ensuring that key processes ran efficiently and that service levels were maintained.
• Monitored team attendance and maintained an accurate register throughout the day to ensure full coverage across shifts and markets.
• Took decisive action during periods of high contact volume by reallocating agents from lower-traffic markets to busier queues, balancing workloads and maintaining acceptable wait times, while ensuring agents were supported when adapting to new markets.
• Actively prioritized high-urgency or long-standing tickets, pushing for internal updates to drive resolution and significantly improve the customer experience.
• Maintained close communication with agents and leadership to anticipate operational needs and contribute to a proactive, customer-first support culture.

Through quick decision-making, strong communication, and a hands-on approach, I played a key role in maintaining operational flow, boosting team responsiveness, and ensuring high standards of service even during peak periods.

In my role as a Quality Assurance Specialist, I was responsible for managing the development of a UK team of agents within a fast-paced, customer-driven environment. My focus was on maintaining high standards of customer service while driving continuous improvement and supporting both individual and operational growth.

• Led a team of frontline agents, identifying individual strengths and development areas to create tailored training and development plans, fostering continuous skill growth and improving overall performance.
• Conducted regular 1-to-1 coaching sessions, providing a dedicated space for agents to raise concerns, discuss performance, and receive constructive feedback.
• Live-tracked agent interactions to deliver real-time feedback, allowing for immediate course correction, significantly reducing repeat errors and boosting customer satisfaction.
• Delivered comprehensive performance reports to managers, ensuring full visibility of team progress and enabling joined-up support strategies.
• Actively participated in process improvement initiatives by providing feedback to management including the revision of quality scorecard criteria to align with evolving procedures, ultimately streamlining evaluations and reducing inefficiencies.
• Maintained an open and collaborative communication style by encouraging agent feedback on quality assessments, supporting a culture of mutual respect and shared accountability.

As a key member of the UK customer support team, I provided high-quality assistance to players while ensuring strict compliance with regulatory requirements. I support both players and internal departments by resolving queries efficiently and promoting a safe, fair, and responsible gaming environment.

• Maintained detailed and accurate records of all player interactions to support cross-departmental collaboration across teams such as Risk and Fraud, Payments, Responsible Gaming, GDPR and Complaints.
• Ensured full compliance with UK Gambling Commission (UKGC) licensing requirements, including safer gambling protocols and identity verification.
• Provided specialized support to vulnerable players, including those experiencing financial difficulties or gambling-related harm, ensuring empathetic handling and appropriate escalation to the Responsible Gaming team.
• Resolved customer queries promptly and professionally, consistently contributing to LeoVegas' mission of delivering the “Greatest Gaming Experience” including supporting payouts, bonus distribution, and technical troubleshooting.
• Actively collaborated with internal departments to resolve complex customer issues and streamline processes, improving overall customer satisfaction.
• Contributed to onboarding and training of new team members by providing system navigation tips, product knowledge, and guidance to increase their confidence and effectiveness.
• Enhanced team operations by sharing UKGC-related updates, keeping internal macros current, and ensuring team members had access to the latest tools and resources.
• Consistently exceeded performance targets, maintaining a customer satisfaction rate above 85% and quality assurance scores over 98%.