VALENTINA CASTRO MONSERRATE
London,United Kingdom
Summary
A proactive and adaptable professional with experience across responsible gambling, education, IT support, customer service, social media analysis, and hospitality management. Over six years of experience delivering high-quality service in fast-paced, regulated environments. Strong communication, risk assessment, and problem-solving skills, with the ability to work independently or collaboratively. Highly motivated, committed to safeguarding, compliance, and continuous learning.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work history
Responsible Gambling Advisor
bet365
London
2024.08 - 2026.03
- Monitored customer activity to identify early signs of problem gambling using internal tools and behavioural indicators.
- Engaged with customers via live chat, email, and phone to promote safer gambling practices and provide tailored support.
- Applied responsible gambling measures such as account restrictions, cooling-off periods, and self-exclusion.
- Assessed customer risk levels and escalated high-risk cases in line with safeguarding and regulatory procedures.
- Communicated empathetically and professionally with vulnerable customers in sensitive situations.
- Ensured full compliance with UK Gambling Commission regulations and internal policies.
- Maintained accurate records to support compliance, audits, and internal reviews.
- Consistently met and exceeded KPIs related to interaction quality, response times, and case resolution.
SEND Teaching Assistant
Zen Educate
London
2023.12 - 2024.07
- Supported children with diverse needs including ASD, ADHD, dyslexia, and physical disabilities.
- Created and delivered tailored learning activities aligned with individual education plans.
- Ensured safeguarding and child protection procedures were followed at all times.
- Built positive relationships with students, parents, and staff to support learning and wellbeing.
- Used assistive technologies and educational software to enhance engagement.
Customer Service Expert
Majorel
Barcelona
2023.06 - 2023.11
- Served as the first point of contact via phone, email, and chat.
- Resolved customer complaints with professionalism and empathy.
- Investigated issues, identified root causes, and provided effective solutions.
- Maintained accurate records of interactions and feedback.
- Collaborated with sales, technical support, and logistics teams to ensure seamless service delivery.
IT Support Technician
Computacenter
Madrid
2023.01 - 2023.06
- Provided first-line technical support via phone and email.
- Diagnosed and resolved issues with desktops, laptops, printers, and mobile devices.
- Supported users with Outlook, Google Workspace, and productivity tools.
- Used Remedy, Cisco Jabber, and Cisco AnyConnect for ticketing and communication.
- Managed workload effectively in a high-volume environment.
Social Media Analyst / Content Moderator (TikTok)
Information Technology UK
London
2022.01 - 2023.02
- Reviewed and moderated videos, comments, and live streams.
- Ensured compliance with TikTok’s community guidelines and safety policies.
- Assessed sensitive content involving violence, hate speech, extremism, or child safety.
- Removed, flagged, or escalated content based on policy criteria.
General Manager
McDonald’s
London
2016.06 - 2021.11
- Led daily operations to ensure excellent customer service and smooth service delivery.
- Managed and motivated a team through coaching, feedback, and training.
- Achieved KPIs by maintaining high standards in service, quality, and cleanliness.
- Oversaw stock levels, ordering, and inventory control.
- Supported a positive team culture and ensured compliance with company policies.
Education
BSc - Healthcare
Anglia Ruskin University
London 2019.01 - 2022.12
Functional Skills English & Maths - Entry 2 – Level 1
Westminster Kingsway College
London 2016.09 - 2018.07
Advanced Shift Leadership - Level 3 Management
McDonald’s Corporation
LondonSkills
- Responsible Gambling & Safeguarding
- Customer Service & Communication
- Risk Assessment & Case Management
- IT Troubleshooting & Technical Support
- SEND Support & Behavioural Understanding
- Problem Solving & Conflict Resolution
- Team Leadership & Training
- Content Moderation & Policy Compliance
- Multilingual: English & Spanish
Timeline
Responsible Gambling Advisor
bet365
2024.08 - 2026.03
SEND Teaching Assistant
Zen Educate
2023.12 - 2024.07
Customer Service Expert
Majorel
2023.06 - 2023.11
IT Support Technician
Computacenter
2023.01 - 2023.06
Social Media Analyst / Content Moderator (TikTok)
Information Technology UK
2022.01 - 2023.02
BSc - Healthcare
Anglia Ruskin University
2019.01 - 2022.12
Functional Skills English & Maths - Entry 2 – Level 1
Westminster Kingsway College
2016.09 - 2018.07
General Manager
McDonald’s
2016.06 - 2021.11
Advanced Shift Leadership - Level 3 Management
McDonald’s Corporation