Alina Leorda

Results-driven Customer Support Shift Manager with progressive leadership experience in regulated industries (iGaming/Tech). Skilled in managing shift operations, optimizing KPIs (CSAT, FCR, SLA, TTR), coaching teams, and improving service quality through data-driven decisions. Strong expertise in CRM systems, compliance (GDPR, AML/KYC, Responsible Gambling), and cross- functional collaboration. Recognized for building engaged teams and maintaining operational excellence in high-pressure environments.