Open to opportunities

Mark Abenir

@markabenir

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Customer support specialist focused on gaming industry retention, technical troubleshooting, and player satisfaction.

Philippines

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What I'm looking for

I seek a customer- or player-facing role in the gaming or tech support space where I can solve technical issues, improve retention, support VIPs, and grow into leadership.

I 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.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

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.

Zendesk Live Chat Customer Support KYC Payments Processing VIP Technical Troubleshooting

Customer Service Representative

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.

Live Chat Email Support Technical Support Customer Service Troubleshooting Customer Retention

Customer Support Representative

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.

Zendesk Customer Support KYC Bet Disputes

Customer Support Representative

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.