Open to opportunities

Miguel Machado

@miguelmachado

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Customer success specialist delivering technical support and digital marketing expertise.

Portugal

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What I'm looking for

I seek a role combining technical customer support and digital marketing where I can drive customer satisfaction, optimize ad performance, and grow into broader relationship-management responsibilities.

I am a customer success specialist with extensive experience delivering technical support for online gaming, sports betting, and Microsoft advertising products across remote and hybrid environments. I combine problem-solving, digital marketing and relationship management skills to resolve complex issues, optimize ad campaigns, and improve customer satisfaction.

My background includes roles as a Microsoft Relationship Manager and Senior Process Specialist where I developed process expertise, managed PPC strategies, and reviewed ad content to meet quality guidelines. I thrive in collaborative, fast-paced teams and focus on clear communication, data-driven decisions, and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent

Current

Neo Group

Apr 2024 - Present (1 year 6 months)

Provide remote technical support via email and chat for an online gaming and sports betting platform, resolving customer issues and maintaining high satisfaction since joining.

Customer Support Email Support Live Chat Online Gaming Sports Betting Zendesk Slack Microsoft Teams

Customer Support Agent

Teleperformance

Aug 2023 - Oct 2023 (2 months)

Delivered remote technical support via email and chat for an online gaming and betting company, maintaining response SLAs and resolving user issues efficiently.

Customer Support Email Support Live Chat Online Gaming Sports Betting ClickUp Zendesk Microsoft Teams

Microsoft Relationship Manager

Tek-Experts

Jan 2023 - Jul 2023 (6 months)

Acted as liaison between end-users and client representatives to ensure quality resolutions for Microsoft-related issues, improving communication and case resolution rates in a hybrid role.

Relationship Management Customer Success Microsoft Dynamics 365 Intercom Microsoft Products Troubleshooting Stakeholder Management

Customer Support Agent

App Great

Aug 2022 - Dec 2022 (4 months)

Provided email and chat technical support for an online gaming and betting company, resolving user issues and supporting platform operations.

Customer Support Live Chat Email Support Online Gaming Sports Betting Discord)Zendesk

Customer Support Agent

Ventures Lab

Sep 2021 - Aug 2022 (11 months)

Delivered technical support via email, chat, and phone for an online gaming and betting company, improving first-contact resolution and customer satisfaction.

Customer Support Phone Support Live Chat Email Support Online Gaming Sports Betting Zendesk

Microsoft Advertising Specialist

Majorel

Mar 2020 - Sep 2020 (6 months)

Developed PPC strategies, tested keywords, managed campaigns, and analyzed click-through data to optimize Microsoft Advertising performance.

PPC Campaign Management Data Analysis Google Ads SEM SEO

Senior Process Specialist

Cognizant

Jul 2017 - Oct 2019 (2 years 3 months)

Wrote, reviewed, and optimized ad text and extensions per Google quality guidelines and developed process expertise to improve ad quality and compliance.

Quality Assurance Google Guidelines Content Review SEM Process Improvement PPC