Summary
Overview
Work History
Education
Skills
Awards
Websites
Timeline
Generic

LUKE CAPOZZOLI

Boston,MA

Summary

Client-focused account management professional with a strong background in customer service, sales, and operations within high-volume, fast-paced environments. Skilled in cultivating and managing high-value client relationships, resolving issues with speed and professionalism, and delivering personalized, high-touch service. Known for adaptability, strategic thinking, and a consistent focus on enhancing client retention and satisfaction.

Overview

10
10
years of professional experience

Work History

Senior, Customer Experience

DraftKings Inc
Boston
10.2023 - Current
  • Served as a trusted point of contact for customers, resolving complex issues related to promotions, gameplay, and verification, with minimal need for escalation.
  • Specialized in electric poker, becoming a go-to internal expert and product advocate; provided guidance to both customers and team members to ensure a consistent, high-quality user experience.
  • Built and maintained strong cross-functional relationships across Product, Engineering, and Marketing teams to improve internal workflows and enhance customer satisfaction.
  • Proactively identified inefficiencies in support tools and processes, proposing and implementing improvements that increased ticket resolution speed and reduced response times.
  • Maintained high performance and composure under pressure during peak volume periods, consistently meeting or exceeding SLAs.
  • Advocated for customers by surfacing product feedback and recurring issues, contributing to roadmap discussions and customer-driven enhancements.

Head of Sales

BSS Properties
Ft. Lauderdale
09.2022 - 09.2023
  • Rented storage units to new tenants while maintaining strong, ongoing relationships with existing customers
  • Managed daily customer interactions, both in-person and via phone, to support leasing, payment, and service needs
  • Processed monthly payments and retail sales, including cash handling and daily deposit reconciliation
  • Oversaw accounts receivable, ensuring on-time payments and resolving overdue accounts
  • Prepared and reviewed month-end statements to support accurate financial reporting
  • Ensured seamless leasing operations by handling unit availability, documentation, and customer onboarding

Head Lifeguard

Town of Falmouth
Falmouth
05.2015 - 09.2021
  • Led beach operations as Head Lifeguard, overseeing team scheduling, daily setup, and safety protocols
  • Administered first aid and responded to emergencies, including active rescues and injury care
  • Supervised and mentored junior lifeguards, ensuring adherence to safety standards and response procedures
  • Promoted to swim instructor, teaching safety and technique to groups of 20+ swimmers
  • Conducted beach patrols, closed facilities, and prepped daily for safe, clean operations

Education

BSBA - Management

University of Massachusetts
Lowell
05.2022

Associates - Management

Cape Cod Community College
05.2018

Skills

  • Relationship management
  • Process improvement
  • Cross-functional coordination
  • Problem solving
  • Onboarding team members
  • Microsoft Suite
  • SaaS / B2B Product Expertise

Awards

Gameballer’s Award, DraftKings 2025, Lifeguard of the year 2019 & 2021, Rookie Lifeguard of the year 2015

Timeline

Senior, Customer Experience

DraftKings Inc
10.2023 - Current

Head of Sales

BSS Properties
09.2022 - 09.2023

Head Lifeguard

Town of Falmouth
05.2015 - 09.2021

BSBA - Management

University of Massachusetts

Associates - Management

Cape Cod Community College

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