Michelle Delfino
Customer Experience & Compliance Specialist • iGaming Expert • Multilingual Professional
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About
Multilingual Customer Experience leader with strong expertise in iGaming operations, regulatory compliance (AML/KYC/GDPR), and delivering exceptional service across Swedish, Danish, Dutch, German and English markets. Skilled at handling high-profile B2B and B2C cases, driving process improvements, preventing fraud, and building customer trust through proactive, compliant, and empathetic support. Passionate about responsible gaming and operational excellence in fast-paced environments.
Experience
Safer Gambling Analyst - LeoVegas Group - Sliema
(2026-02)
- Lead player protection and safer gambling initiatives by proactively monitoring player behavior, identifying at-risk accounts and applying timely interventions in full compliance with regulatory requirements.
- Collaborate cross-functionally with CX, Compliance and Product teams to enhance safer gambling tools, support regulatory reporting and audits, and drive continuous improvement in responsible gaming practices.
Customer Experience Advisor - LeoVegas Group - Sliema
(2024-10 - 2026-01)
- Provided premium multichannel support (chat, email, phone) to players across 5 major European markets in a high-volume iGaming setting.
- Ensured rigorous compliance with AML, KYC, GDPR and responsible gambling rules while actively monitoring for fraud and applying player protection measures.
Customer Support / Lawyer Assistant - S Torus Ltd - Sliema
(2023-11 - 2024-08)
- Handled all client communications (email, chat, phone) for a legal services firm, ensuring accurate case tracking, professional correspondence and efficient resolution.
CEO & Founder - Mia's Food Bag - Sliema
(2021-05 - 2021-08)
- Built and launched an online grocery delivery startup from scratch — secured supplier partnerships, managed daily operations and ran targeted social media acquisition campaigns.
Customer Experience Support - Betsson Group - St. Julians
(2020-09 - 2021-05)
- Managed customer inquiries, performed KYC/EDD verification and delivered process improvement suggestions that enhanced support quality and regulatory adherence.
Senior Sales Executive (B2B) - Global Corporate Services - St. Julians
(2020-06 - 2020-09)
- Sold corporate services to Swedish and Norwegian business clients through consultative selling and relationship building in a target-driven environment.
Sales Executive & Documentation Specialist - AGS Services - Birkirkara
(2018-10 - 2019-02)
- Supported clients with trading account setup and managed chargeback processes while maintaining high standards of documentation and regulatory compliance.
Customer Support Agent - Cherry Casino - Sliema
(2016-10 - 2017-06)
- Delivered dedicated Swedish/Norwegian customer support, accurate translations and responsible gaming interventions in a strictly regulated online casino.
Sales & Document Specialist - ZP Services - Gzira
(2016-06 - 2016-10)
- Processed sales, KYC documentation and chargebacks with focus on accuracy, compliance and positive customer outcomes.
Train Host & Security Supervisor - Arriva Tåg AB - Malmö, Sweden
(2009-12 - 2016-03)
- Ensured passenger safety and service excellence on regional trains; coordinated disruption responses and maintained high customer satisfaction over 6+ years.
Education
Certified Web & Mobile Developer with UX Agile - Web Development, Mobile Development, UX Design - Boston College (2019)
High School Diploma - Assistant Nurse & Masseur - Rönnens Gymnasium (2011)
