Open to opportunities

Felipe Peña

@felipepea

Message

Team lead and player support specialist focused on coaching and issue resolution.

Mexico

Message

What I'm looking for

I seek a supervisory or senior support role where I can coach teams, resolve complex player issues, and improve retention while growing with a collaborative, process-driven company.

I am a team lead and player support specialist with strong experience coaching new agents through training and nesting, acting as SME/support coach, and resolving player issues across platform, in-game, technical, and payment domains. I emphasize clear instruction, daily task management, and retention-focused customer support.

My background includes corporate customer service, technical support for gaming platforms, and supervisory responsibilities where I guided teams to meet process and tool requirements. I bring advanced Office skills, technical adaptability, and strong English (C1/business level) to rapidly learn and apply new software and workflows.

Experience

Work history, roles, and key accomplishments

Support Coach - SME

Foundever

Aug 2017 - Jul 2021 (3 years 11 months)

Provided subject-matter expertise and guided new agents through training and nesting to resolve platform issues and manage daily support tasks effectively.

SME Coaching Troubleshooting Customer Support

Customer Service Representative

Resuelve

Jun 2015 - Oct 2016 (1 year 4 months)

Assisted customers with savings and retirement plan inquiries, provided follow-up to maintain plans, and performed client retention activities.

Customer Service Customer Retention Account Management Financial Products Communication Problem Solving

Team Lead - Supervisor

Foundever

Sep 2022 - Present (3 years)

Led and coached new agents through training and nesting phases, ensuring understanding of processes, requirements and daily tools while supervising performance and task management.

Coaching Training Team Leadership Quality Assurance Onboarding Performance Management