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Felipe Ferreira

@felipeferreira4

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Customer Support Analyst at VNG Games, supporting mobile games and escalating bugs to Development and QA.

Brazil

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At VNG Games, I supported players of Ballistic Hero and Sword of Fire and Ice through chat and tickets, handling account issues, bugs, and questions during live operations. I reproduced and reported bugs, validated updates and events, and relayed player feedback to the product team.

At LIQD, I built procedures, documentation, and macro-automated spreadsheets for operations including crypto deposits and withdrawals. I also led onboarding for new agents and supported the development team with bug reports and UX improvements.

Across iGaming and games support roles, I handled technical issues across websites, mobile apps, and back-office systems, as well as KYC validation and crypto payment inquiries. At BetBRX, I led a six-agent shift team and worked with Fraud, Marketing, and Payments.

Experience

Work history, roles, and key accomplishments

Customer Support Agent

VNG Games

Aug 2025 - Sep 2026 (1 year 1 month)

Provided chat and ticket support for mobile games, handling account issues, bugs, and questions during live operations. Reproduced and reported bugs, escalated to Development and QA, and relayed player feedback to the product team.

Live Chat Ticket Support Bug Reporting QA Testing Mobile Games iOS Android MMORPGs Escalation Management Player Feedback

Operations & Knowledge Management Specialist

LIQD

Dec 2025 - Jun 2026 (6 months)

Built procedures, documentation, and macro-automated spreadsheets for crypto deposit and withdrawal flows. Led onboarding for new agents and supported the dev team on bug reports and UX improvements.

Knowledge Management Documentation Process Improvement Automation Spreadsheets Cryptocurrency Wallets TXID Onboarding Bug Reporting UX

Customer Service Officer

BlackSire - BK8

Feb 2024 - Jun 2025 (1 year 4 months)

Provided chat and ticket support with first response around 1 minute and resolution under 10 minutes, focusing on technical resolution and customer satisfaction. Organized and analyzed data in spreadsheets, reported to relevant teams, and followed up on cases with accuracy and confidentiality.

Live Chat Ticket Support Technical Issue Resolution Customer Satisfaction Data Analysis Spreadsheets Reporting Confidentiality

Customer Support Specialist

iGaming Platform

Sep 2023 - Feb 2024 (5 months)

Provided high-level support for accounts and platform issues, collaborating with the internal team to refine processes. Monitored system performance, maintained detailed records, and performed quality control and KYC.

Account Support Platform Support Process Improvement System Monitoring Record keeping Quality Control KYC

Shift Leader / Support Agent, KYC Control

BetBRX

Dec 2022 - Aug 2023 (8 months)

Led a team of 6 agents, managing schedules and task rotation, monitoring live chats, and running monthly performance reviews. Handled 50-100 chats per day, resolved crypto deposit and withdrawal inquiries, and performed KYC document validation and quality reviews.

Shift Leadership Team Management Chat Monitoring Performance Reviews Crypto Payments TXID Wallets Blockchain KYC Document Validation Quality Control Agent Training

Customer Support Representative

Blaze

Aug 2022 - Dec 2022 (4 months)

Handled inquiries on accounts, statements, and balances via Zendesk and Slack with first response around 1 minute and resolution under 10 minutes, escalating complex cases. Performed quality control and KYC and helped translate support materials.

Zendesk Slack Account Support Escalation Management Quality Control KYC Translation

Customer Support Representative and QC Analyst

Century Games

Mar 2020 - Jun 2022 (2 years 3 months)

Provided support and testing for 6 HTML and mobile Facebook games, resolving 50-100 tickets per day. Managed spreadsheet control, quality assessments, KYC, and new-agent training.