Summary
Overview
Work History
Education
Skills
Accomplishments
Volunteer Experience
References
Timeline
Generic

Cassidy Luca

Summary

Dedicated and results-oriented professional with 7 years of experience in the highly regulated Responsible Gambling online wagering industry. Skilled in effectively analysing data, trends, and behaviours to make risk-based assessments, mitigating potential risks of non-compliance or gambling harm. Adept at managing customer complaints, preparing briefs, and communicating outcomes with precision and clarity. Possess excellent communication, problem-solving, and collaboration abilities, demonstrated through successful engagement with internal and external stakeholders to address regulatory obligations and enhance organizational effectiveness.

Seeking to leverage my skills and experience to contribute to ensuring regulatory compliance and promoting responsible practices within the online wagering industry.

Overview

7
7
years of professional experience

Work History

Senior Safer Gambling Specialist

Sportsbet
01.2022 - 02.2024
  • Acted as a point of escalation for complex customer complaints and case reviews. Preparing briefs and representing Safer Gambling at the Escalation Committee and where appropriate into the Regulatory & Escalated Complaints Team.
  • Assisted audits, assessments, and compliance monitoring activities related Responsible Gambling, escalating non-compliance issues to ensure adherence to regulatory requirements.
  • Worked collaboratively with external stakeholders to resolve customer complaints and address regulatory challenges in a timely and effective manner.
  • Presented findings and insights related to Safer Gambling interactions, SLAs, and customer behaviour to relevant stakeholders, contributing to process changes to enhance customer experience and operational efficiency, demonstrating adaptability and a proactive approach to continuous improvement.

Safer Gambling Specialist

Sportsbet
05.2020 - 01.2022
  • Utilised data and trends to assess and monitor customer behaviour and make informed decisions regarding the implementation of responsible gambling checks, demonstrating a proactive approach to mitigating potential gambling harm.
  • Engaged in direct communication with customers displaying signs of potential gambling harm, conducting open and honest discussions regarding their gambling habits, and providing support, education and guidance as needed.
  • Managed escalations from various communication channels, including other business units such as Premium and Risk & Trading, demonstrating effective problem-solving skills and the ability to collaborate across departments to address customer concerns and resolve issues promptly.

Customer Service Agent & SME

Sportsbet
01.2017 - 05.2020
  • Assisted supervising teams in providing resolution of formal complaints and customer disputes, demonstrating a proactive approach to problem-solving and conflict resolution.
  • Conducted quality assurance checks on customer interactions to ensure that customer service agents adhered to established guidelines and standards.
  • Developed strong product knowledge of the betting and wager industry to provide informed recommendations based on individual customer needs.

Education

Bachelor of Environmental Science -

Deakin University
Melbourne, VIC
06.2019

Victorian Certificate of Education -

Toorak College
Mount Eliza, VIC
10.2013

Skills

  • Risk Analysis & Mitigation
  • Conflict Resolution
  • Organisational Skills
  • Problem Solving
  • Time Management
  • Teamwork and Collaboration
  • Effective Communication

Accomplishments

  • Recipient of the Rising Star Award 2020.
  • Completion of Mental Health First Aid For The Suicidal Person Course - February 2021.
  • Graduated from Future Leaders Academy 2022.

Volunteer Experience

Environmental Sustainability in New Zealand

01/2019 - 02/2019

Rainforest Environmental Conservation in Peru

11/2016 - 12/2016

References

Upon Request

Timeline

Senior Safer Gambling Specialist

Sportsbet
01.2022 - 02.2024

Safer Gambling Specialist

Sportsbet
05.2020 - 01.2022

Customer Service Agent & SME

Sportsbet
01.2017 - 05.2020

Bachelor of Environmental Science -

Deakin University

Victorian Certificate of Education -

Toorak College

Similar Profiles

CREATE PROFILE
Cassidy Luca