Antonino Leanza Email and Phone Number

- Provide support to the Global Digital Business Unit to improve the company performances, ensuring the set of business goals, prevention of losses through cost efficiency, process optimizations and synergies of costs / revenues. - ensure to coordinate all areas under the Digital Operations department: Fraud&Payment, Digital compliance, Certification & Responsible Gaming, Player excellence, KYC; - Address and coordinate the Fraud & Payment area, ensuring to implement the correct operating model and to guarantee the deadlines and the KPIs set, based on the Fraud procedures department in the fraud detection, prevention & mitigation management - Ensure the e-payments procedures management of the top-ups and withdrawals and the critical issues with respect to the different payment methods offered on the online platform; provide the best in class and innovative opportunities for the payment methods solutions.- Ensure compliance and adherence to company policies and procedures, in order to be in line with the Compliance, AML & Regulatory recommendations, as well as supporting the Management on addressing all the complaints from the Business Legal & other departments;- Ensure that the Responsible Gaming area carries out the appropriate actions, in accordance with the ADM regulations; guarantees the adherence of company procedures to the regulations on Responsible Gaming, in agreement with the other Operations areas;- Ensure that all the necessary actions are addressed in order to improve the Customer Experience, according to the strategic vision of the Digital Department, providing optimization solutions, in concert with the CRM and Gaming structures; - Ensure the adherence of the Know-Your-Customer procedures by promoting innovative digital technological solutions, with costs and Digital Budget optimization in terms of human and material resources, ensuring compliance with the regulations and policies provided by REG & Compliance;

- Coordinate a Help Desk team (tier 1° and tier 2°) of 30 agents and 3 Team Leaders, paying attention to their needs and focusing on the employee satisfaction; - Responsible for reviewing and implementing the operational processes and establish the best practices for the entire technical, commercial and online support, setting a high qualitative standard in line with the web and retail customer’s needs; - Responsible for the training and procedure contents, in order to acquire and improve the required minimum skills to handle all customer’s queries;- Define and setting the team objectives, in order to be line with the Company strategic direction;- Responsible for the right forecast and resources allocation, in order to increase the staffing in case of specific critical issues, volumes increase, new valuable activities to be managed;- Evaluate and analyze the quantitative and qualitative Help Desk performances (technical, commercial and web support) through specific daily, weekly and monthly reports and create the appropriate corrective actions to increase the results; - Contribute to improve customer support by actively evaluating the customers queries and complaints, even interfacing with other corporate departments involved; - Responsible for all the payments processes and procedures aspects, focusing on the operational checks on security of information systems and payment methods used by the customers; - Responsible for finding and monitoring the area of risks and implementing control tools in order to mitigate bonus abuse and computer fraud.

• Responsible for managing the 1st and 2nd Help Desk team• Evaluate the quantitative and qualitative Help Desk performances, setting the appropriate goals and defining the corrective actions to increase the results• Develop daily, weekly and monthly reports on the Help Desk team’s KPIs• Review and implement the operational processes and establish the best practices through the entire technical support • Set high Customer Service standards based on the customer needs• Contribute to improve customer support by actively evaluating the customers queries and complaints, even interfacing with other corporate departments involved

Responsible for overseeing the customer service department of 20 in house agents and the outsourcer site. Accountable for ensuring the team delivers the highest level of customer service possible. Responsible for monitoring, training, coaching and supervise the CS team. Performance analysis and structured problem solving approach with action plan management for continuous improvements.

Responsible for the Client relationship on the Apple project and for his satisfaction on the services we provide and the contratcual targets achievements.Responsible for the design and development of the project and for the invoicing process.Responsible for the standard COPC implementation and the consequent certificate.

Responsible for the daily running of the Apple technical support team, the satisfaction of customer care services, and the reaching of contractual targets.Responsible for the qualitative and quantitative performances monitoring and improvements for a team of 150 telephone operators.Responsible for the standard COPC implementation and the consequent certificate.