Martina Bagnasco
Driving operational excellence and team leadership in iGaming and sports betting.
Full time
Remote
Experienced iGaming and sports betting professional with over 9 years in sportsbook, live casino, and VIP/Key Account management. Currently Head of Operations...
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Hit play to meet me
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My Career Journey
1/12
Kikabet
Head of VIP, Quality & Training
- Present | N/A
Led the creation and management of the VIP Department, designing the full Customer Journey and implementing VIP strategies. Oversaw multi-channel customer service operations, team recruitment, training,...
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BetStarters
Head of Operations
Aug 2024 - Present | 1y 9m
Direct operational strategy for a fast-growing B2B & B2C iGaming company, optimising sportsbook, casino, and VIP services. Lead cross-functional teams, streamline workflows, and drive performance through...
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PokerStars
Employee Satisfaction and Internal Loyalty Program Manager
- Present | N/A
Managed the Employee Satisfaction and Internal Loyalty Program for Customer Support agents, fostering a positive work environment and supporting professional growth. Built strong relationships with team...
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PokerStars
International Customer Support Team Lead
- Present | N/A
Led and developed an international Customer Support team, ensuring high performance, quality service, and professional growth. Developed positive relationships, supported career paths, provided quality...
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DuxGroup
Team Lead – VIP Department
Apr 2023 - May 2024 | 1y 1m
Managed a team of 15 VIP Account Managers across multiple markets. Directed VIP strategies, budget management, and performance optimisation to drive retention and revenue growth. Led strategy development,...
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PokerStars
Key Account Manager – Italy
Nov 2020 - Jul 2022 | 1y 8m
Managed a large portfolio of VIP players, building strong relationships and ensuring a premium, personalised experience. Led onboarding campaigns, maintained regular contact, provided updates, met KPIs,...
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William Hill International
International CS Team Lead
Jan 2020 - Oct 2020 | 9m
William Hill International
Project Manager
Apr 2019 - Dec 2019 | 8m
William Hill International
Customer Support Specialist
Nov 2018 - Dec 2019 | 1y 1m
Provided multilingual customer support for Italian and international markets, resolving issues across gaming, financial, technical, and compliance areas. Handled inquiries, collaborated with departments,...
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William Hill International
Senior Verification Officer
Apr 2019 - Dec 2019 | 8m
Managed customer verification processes, fraud prevention measures, and KYC training. Verified customers, conducted fraud investigations, closed fraudulent accounts, responded to inquiries, delivered KYC...
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NetEnt
Live Casino Dealer
Jan 2017 - Dec 2017 | 11m
Dealt Blackjack and Roulette tables in English and Italian, delivering high-quality customer service. Managed game operations, ensured compliance, and maintained a positive player experience in a 24/7...
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EuroBet
Betting Shop Manager
Jan 2015 - Nov 2016 | 1y 10m
Managed daily operations, accounting, and customer service in a high-volume sports betting shop. Led a 20-person team, oversaw cash desk operations, resolved customer issues, built client relationships,...
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Distributed Team Management
Management
Team Management
Most proud of (3/3)
1st
Building a career in just 10 years
2nd
buy my first house before 30 yo
3rd
having a beautiful family in Mexico
Career Highlights
1/1
When procedures did not exist
Quality from scratch
malta, 2022
When I first became QA reviewer, I entered a company where there were no procedures or rules...
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Fun fact about me
I collect "rocks" from the place I visit and store them in clear boxes for collection