MAMark Iverson Acedilla
@markiversonacedilla
Customer service expert specializing in iGaming and cryptocurrency support.
PhilippinesWhat I'm looking for
With over two years of experience in customer service, I have honed my skills in the iGaming and teleservices industries, particularly focusing on cryptocurrency and blockchain support. At BCGame, I excelled as a VIP Customer Service Representative, often stepping into the role of acting Team Leader. My responsibilities included managing key performance metrics such as FRT, SRT, AHT, and CSAT, while coaching agents to enhance their performance. I collaborated closely with the payments team to resolve complex deposit and withdrawal cases, ensuring a seamless experience for our customers.
My expertise extends to handling customer inquiries and troubleshooting issues related to crypto transactions, blockchain errors, and network problems. I have successfully supported international teams and customers from diverse regions, including Nigeria, Brazil, Serbia, Sri Lanka, and Dubai. Known for my calm demeanor under pressure, I consistently deliver excellent customer service through live chat, email, and Intercom. My approachable and solution-oriented nature, combined with my ability to multitask effectively, allows me to thrive in fast-paced environments.
Experience
Work history, roles, and key accomplishments
VIP Customer Service Representative
BCGame
Jul 2024 - May 2025 (10 months)
Managed high-value clients, handling multiple live chats simultaneously while ensuring quick responses and high satisfaction. Demonstrated expertise in KYC/AML compliance, identifying fraud types, and troubleshooting complex cryptocurrency and blockchain transactions. As Acting Team Leader, successfully managed team performance metrics, coached agents, and resolved complex payment issues for globa
VIP Customer Service Representative
BCGame
Jul 2024 - May 2025 (10 months)
Managed high-value clients and up to 12 live chats simultaneously, ensuring high satisfaction and compliance with KYC/AML policies. Troubleshooted complex crypto and blockchain issues, processed payments, and supported global teams. Served as acting Team Leader, managing team performance metrics and coaching agents to improve performance.
Customer Service Representative
Alorica Teleservices
Jun 2023 - Jul 2024 (1 year 1 month)
Handled a high volume of customer interactions, providing solutions for account access, billing, and service-related concerns. Adapted responses to meet customer needs while adhering to company guidelines and maintaining clear documentation. Contributed to process improvements by identifying feedback patterns and escalating recurring issues.
Customer Service Representative
Alorica Teleservices
Jun 2023 - Jul 2024 (1 year 1 month)
Handled a high volume of customer interactions, providing solutions for account access, billing questions, and service-related concerns. Adapted responses to meet customer needs while adhering to company guidelines and maintaining clear documentation. Contributed to process improvements by identifying patterns in customer feedback and escalating recurring issues.
Education
Degrees, certifications, and relevant coursework
Southeastern College
Bachelor of Science, Computer Science
2020 - 2024
Completed a Bachelor of Science degree with a focus on Computer Science. Studied core concepts and principles within the field.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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