Summary
Overview
Work History
Skills
Additional Information
Timeline
Generic

Lucca Villa

European Customer Advisor (Betting Line)
Crewe

Summary

I’ve really focused on boosting customer satisfaction and handling issues quickly during my time at Bet365. I’ve got strong knowledge of gambling and betting, which helps me resolve complaints and use CRM software effectively. With solid communication and problem-solving skills, I’ve built trust with customers and supported my team by staying proactive and knowledgeable. My goal has always been to make sure customers feel heard and confident, while also helping the team succeed.

Overview

3
3
years of professional experience
3
3
Languages

Work History

European Customer Advisor (Betting Line)

Bet365
Stoke-on-Trent, Stoke-on-Trent
02.2024 - Current
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Use internal tools to assist and take charge of your client's issue.
  • Promote safe gaming.
  • Maintain knowledge of licensing policies, procedures and requirements.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Educated customers on product features, benefits, and usage tips, increasing their confidence in making informed decisions.

Customer Service

Amazon Fresh (Store)
08.2023 - 02.2024
  • Provided exceptional customer service through timely deliveries and professional communication.
  • Provided exceptional customer service, addressing concerns, and answering questions promptly.
  • Increased client retention through exceptional customer service and prompt communication.
  • Elevated customer satisfaction through followup and enthusiastic customer service.
  • Skilled at working independently and collaboratively in a team environment.

Customer Service

ITSU
11.2022 - 08.2023
  • Provided warm, friendly welcome to visitors, maintaining an excellent first impression
  • Greeted new customers and answered initial questions
  • Took customer orders when seated, while providing expert knowledge on menu item ingredients, drinks and specials.
  • Maintained safe hygiene and food handling standards for full compliance
  • Performed additional tasks to keep the shop running smoothly

Manager of Logistics(Amazon DSP) Bastion

Amazon
04.2022 - 11.2022
  • Managed team by offering support and constructive feedback to improve skills and maximise potential.
  • Led recruitment, hiring and onboarding activities, training new joiners in operational processes and conducting probationary performance reviews.
  • Monitored staff performance, continually seeking ways to improve team delivery.
  • Coached and mentored junior team members, regularly assessing knowledge and skills gaps and implementing corrective action.
  • Used excellent problem-solving and issue-resolution strategies to rectify difficulties quickly and effectively.

Skills

Customer Complaint Resolution

CRM software

Engaged Learning

Interpersonal communication

Problem-solving abilities

Self motivation

Team collaboration

Decision-making

Calm and professional under pressure

Understanding customer needs

Computer skills

Following scripts

Additional Information

In 2025, I began studying web development on Codecademy, which also includes learning SQL. It's been an exciting journey exploring how to build websites and manage databases!

Timeline

European Customer Advisor (Betting Line)

Bet365
02.2024 - Current

Customer Service

Amazon Fresh (Store)
08.2023 - 02.2024

Customer Service

ITSU
11.2022 - 08.2023

Manager of Logistics(Amazon DSP) Bastion

Amazon
04.2022 - 11.2022

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Lucca VillaEuropean Customer Advisor (Betting Line)