Open to opportunities

Luis Venegas

@luisvenegas

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CRM marketing and operations leader driving player engagement and retention.

Costa Rica

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What I'm looking for

I am looking for a role where I can lead CRM and retention efforts, drive lifecycle campaigns, improve player experience, mentor teams, and contribute to operational growth in a collaborative, data-driven environment.

I am a CRM marketing and operations professional with 17+ years in the online gaming industry, focused on sportsbook, casino, and poker platforms. I specialize in retention campaigns, player lifecycle marketing, and campaign coordination across global brands.

Throughout my career I have designed and executed CRM campaigns using Extreme Push, including on-site messaging, B2C email, segmentation, promotions, and automated lifecycle workflows to improve engagement, retention, and conversion.

I have strong leadership experience managing support operations and building high-performing teams at major gaming companies, overseeing recruitment, training, KPI monitoring, and process improvements that boost operational efficiency and customer experience.

I blend hands-on marketing execution with operational management and customer insights to support growth and long-term player value, and I deliver reliable campaign quality control and cross-functional collaboration to meet business goals.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Service Clerk

Current

Panda Dynasty

Nov 2024 - Present (1 year 4 months)

Manage customer communication across phone, chat, and email channels, resolving inquiries efficiently and escalating complex cases while contributing insights to improve support workflows and customer experience.

Customer Support Process Improvement Cross Functional Collaboration Ticketing Systems & QA

Quality Control & Campaigns Coordinator

Ola Azul Marketing

Nov 2021 - Jun 2024 (2 years 7 months)

Coordinated and quality-controlled multi-channel marketing campaigns and executed CRM retention programs using Extreme Push, improving campaign accuracy and lifecycle automation across channels.

Extreme Push On Site Messaging Email Marketing Marketing Automation Jira Segmentation

Customer Service Supervisor

Betcris

Jan 2020 - Jul 2021 (1 year 6 months)

Supervised and coached a team of 10 customer service representatives, managed scheduling and performance, and implemented procedures that improved player support efficiency and service quality.

Team Leadership Scheduling Performance Monitoring KPI Analysis Customer Support Operations Process Improvement Coaching

Support Services Manager

The Stars Group

Oct 2016 - Mar 2019 (2 years 5 months)

Managed operational performance and staff development for PokerStars support teams, overseeing recruitment, training, KPI monitoring, and initiatives that increased productivity and support quality.

Operational Management Recruitment Training KPIs Customer Satisfaction Performance Coaching

Customer Service & Poker Support Agent

BOND Enterprises

Sep 2009 - Jun 2016 (6 years 9 months)

Provided player support and outbound sales for sportsbook, poker, and casino platforms handling deposits, withdrawals, account verification, and technical issues via phone, chat, and email.

Player Support LivePerson Verification Technical Support Outbound Sales

Technical Recruiter

Arcus Soluciones

Oct 2008 - Aug 2009 (10 months)

Identified and evaluated technical candidates, conducted interviews to assess skills, and presented qualified candidates to hiring managers to support technical hiring needs.

Technical Recruiting Interviewing Hiring coordination

Technical Associate IV

Hewlett-Packard

Mar 2006 - Oct 2008 (2 years 7 months)

Provided global IT support for Johnson Controls employees across mobile and desktop platforms, resolving technical issues and maintaining IT service continuity.

IT Support Desktop Support Mobile Device Management Troubleshooting Global Support Ticketing Systems