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Marco
Player Support & Trainer with 8+ years of customer engagement and team development
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Competencies
Managed and resolved player account issues and technical support inquiries.
Conducted comprehensive onboarding, upskilling, and process training for support teams.
Utilized Slack, Zoom, MS Teams, and other tools for effective team collaboration and training delivery.
Analyzed performance metrics to identify gaps and develop targeted improvement plans.
Used Helpshift and Salesforce to manage customer interactions and support workflows.
Education
Languages
Summary
Experienced in providing technical support, conducting training, and enhancing team performance in call center environments.
Key Achievements
- Trained over 300 agents across multiple geographies with a 96% pass rate on knowledge assessments
- Developed and consolidated training content to improve KPI metrics such as AHT, CSAT, and DSAT
- Provided technical support and onboarding, enhancing player experience and team efficiency
Experience
Player Support Agent
Assisted players with account information, management, and troubleshooting account-related issues., Provided first-level technical support for game-related issues across the publisher’s titles., Managed and responded to inquiries through the Better Business Bureau to ensure customer satisfaction...
Trainer Player Support
Conducted and delivered New Hire and upskilling training sessions for agents across all geographies, both on-site and virtually., Trained over 29 participants in each New Hire session, ensuring a structured onboarding experience., Facilitated upskill and refresher training for over 300...