Looking for a job

Pedro Arruda

@pedroarruda1

Message

I build international customer support operations and improve client experience in iGaming.

Brazil

Message

What I'm looking for

I'm looking to lead or strengthen customer success and support operations, using customer feedback, service metrics and cross-functional collaboration to improve client and player experiences.

At Firepot Gaming, I founded, structured and managed the international Customer Relations and Customer Support Department for a B2B slot gaming studio. I serve as the primary contact for clients across the US, Mexico, Slovenia, Chile, Jamaica and Guatemala.

I hire, onboard and manage support teams, define SLAs, CSAT and productivity KPIs, and create weekly performance reports and dashboards for leadership. I also establish support workflows, escalation standards and communication processes with QA, Development, Math and CTO stakeholders.

Previously, I managed enterprise customer relationships and SLA reviews for Exelon stakeholders at Tata Consultancy Services, using ServiceNow. At Atos, I supported Enel and was promoted to VIP Customer Support for strong customer satisfaction.

Experience

Work history, roles, and key accomplishments

Client Relations Specialist

Firepot Gaming

Founded and managed the international Customer Relations and Customer Support Department, including hiring and team management. Defined SLAs, escalation processes, and performance reporting for leadership.

Customer Support Team Management SLA CSAT KPIs Reporting Escalation Management Cross Functional Collaboration Jira Service Management Confluence Slack Google Workspace

IT Operations Center Analyst

Tata Consultancy Services

Managed enterprise customer relationships for Exelon contract owners and executive stakeholders. Led daily operational meetings and weekly SLA reviews using ServiceNow.

ServiceNow SLA Management Customer Relationship Management Operations Reporting

Service Desk Analyst

Atos

Delivered high-quality customer support for Enel. Promoted to VIP Customer Support due to outstanding customer satisfaction, serving priority users and preparing the transition to TCS.

Customer Support VIP Support Customer Satisfaction Service Desk