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Kenneth Gerarde Paras

@kennethgerardeparas

Player Engagement Agent at Keywords Studios Manila who resolved 80–100+ daily product issues through Zendesk, email, and in-game support.

Philippines

Message

At Keywords Studios Manila, I delivered front-line support for two major clients, resolving technical, payment, and account issues. During a higher-volume game support assignment, I maintained a 95%+ satisfaction rating and reduced repeat tickets through targeted troubleshooting.

At TaskUs, I resolved live delivery issues for a North American food delivery app and coordinated with couriers and restaurants to expedite delayed orders.

For The Flying Lugaw (TFL), I wrote and edited music-focused articles that averaged 1.5K–2K views and 100–300 interactions per post. I also managed content on Facebook and WordPress and assisted with marketing and on-site coordination for music events.

Experience

Work history, roles, and key accomplishments

Player Engagement Agent

Keywords Studios Manila

Apr 2022 - May 2025 (3 years 1 month)

Delivered front-line support for two major clients, resolving 60+ technical, payment, and account issues daily. Maintained a 95%+ satisfaction rating and managed 80-100+ daily product issues via Zendesk, email, and in-game channels.

Customer Support Technical Troubleshooting Zendesk Email Support Game Support SLA Management

Customer Service Representative

TaskUs

May 2021 - Sep 2021 (4 months)

Resolved 40+ live delivery issues per shift for a North American food delivery app, maintaining a 98% accuracy rate. Reduced escalations through empathetic communication and coordinated with couriers and restaurants to expedite delayed orders.

Customer Support Issue Resolution Communication Skills Coordination Food Delivery Operations

Freelance Content Writer and Editor

The Flying Lugaw (TFL)

Feb 2018 - Jan 2021 (2 years 11 months)

Wrote and edited music-focused articles that consistently drew strong engagement, averaging 1.5K-2K views and 100-300 interactions per post. Managed publication presence on Facebook and WordPress, overseeing content uploads and monitoring reach and retention.

Content Writing Editing WordPress Social Media Management Facebook Marketing