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MA@markabenir
Customer support specialist focused on gaming industry retention, technical troubleshooting, and player satisfaction.
PhilippinesI am a customer support specialist with extensive experience in online gaming and technical support, focused on timely, accurate resolutions and player retention.
Across roles at Entain (BetMGM), Hard Rock Neverland Casino, High5 Games, and Concentrix (HP), I handled live chat, email, and voice interactions using tools such as Zendesk and Workspace, processed withdrawals/refunds, and performed KYC and technical troubleshooting.
I consistently escalated complex issues to appropriate teams, supported VIP and high-value players to maintain loyalty, and flagged suspicious activity to ensure compliance with policies.
I bring strong CRM experience, sales-oriented service, and a problem-solving mindset to roles that value player experience, regulatory adherence, and cross-department collaboration.
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Work history, roles, and key accomplishments
High5 Games
Feb 2025 - Oct 2025 (8 months)
Resolved player inquiries via live chat and email, processed withdrawals/deposits and flagged suspicious activity to ensure compliance, and supported VIP players to maintain retention and loyalty.
Hard Rock Neverland Casino
Jun 2024 - Feb 2025 (8 months)
Provided first-line email and live chat support for casino players, addressing gaming and technical issues and delivering timely resolutions to improve customer experience.
Entain – BetMGM
Sep 2021 - Jun 2024 (2 years 9 months)
Handled player interactions via chat, calls, and email using Zendesk and Workspace, processed refunds/withdrawals and KYC verifications, and escalated disputes and technical issues to appropriate teams.
Concentrix – HP
Sep 2020 - Sep 2021 (1 year)
Consulted with customers via email and chat to diagnose hardware/software issues, provided troubleshooting guidance, processed refunds/returns, and supported sales during purchase calls.
Degrees, certifications, and relevant coursework
Bachelor of Secondary Education, Secondary Education
2015 - 2020
Completed a Bachelor of Secondary Education program focusing on secondary education pedagogy and classroom practice from 2015 to 2020.
Software and tools used professionally
PhilippinesYou can contact Mark and 90k+ other talented remote workers on Himalayas.
Message Mark
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