Pious Kwame
@piouskwame
I lead customer support teams and improve service delivery for gaming and sportsbook customers.
GhanaWhat I'm looking for
I lead customer support teams at Duelbits, guiding 11 team members through coaching, performance reviews, and targeted support to achieve team goals.
I use Intercom, Fin, Workflows, Copilot, Gemini AI, Jira, Softswiss, and ExtremePush to streamline live chat, email, knowledge-base updates, ticket reviews, KYC document reviews, and promotional-offer processes.
Previously, I handled 200+ daily customer inquiries at Duelbits while maintaining response times under 30 seconds and an 85% average CSAT score. I also supported VIP customers and multi-channel betting, financial, and technical queries at BetPlanet.
Experience
Work history, roles, and key accomplishments
Team Leader
Duelbits
Apr 2024 - Aug 2026 (2 years 4 months)
Led and mentored a team of 11 members to achieve targets, conducted performance reviews, and streamlined support processes using Intercom, Fin, and Workflows. Collaborated with internal teams and external providers to enhance service delivery.
Customer Support Agent
Duelbits
Apr 2022 - Apr 2024 (2 years)
Handled high-volume customer inquiries across multiple platforms, maintaining fast response times and high CSAT scores. Resolved sportsbook and casino queries and collaborated with technical teams on escalated issues.
Senior Support Agent
Planet Sport Limited (BetPlanet)
Feb 2020 - Jul 2021 (1 year 5 months)
Managed VIP customer support, monitored agent performance, and collaborated with marketing and retail teams to develop localized content. Provided multi-channel support for betting, financial, and technical issues.
Education
Degrees, certifications, and relevant coursework
University of Leeds
Certificate, Communication and Interpersonal Skills
Completed a Certificate in Communication and Interpersonal Skills in February 2021.
University of Ghana
Bachelor of Arts, Economics and Religion
Earned a Bachelor of Arts in Economics and Religion in May 2016.
Tech stack
Software and tools used professionally
Availability
Location
GhanaAuthorized to work in
Salary expectations
Job categories
Skills
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