Looking for a job

Roy Vargas

@royvargas1

Senior Customer Service Specialist at B2SPIN handling complex customer cases and recommending operational improvements.

At B2SPIN, I handle high-complexity customer cases across multiple channels and work with Compliance, Payments and Risk on sensitive investigations. I also identify trends and recommend operational improvements while maintaining regulatory and company policy compliance.

At CITY COMMUNICATIONS, I led and developed a team of more than 15 customer service representatives. I tracked KPIs and quality using Excel reporting, delivered coaching and onboarding, and optimized scheduling and operational processes.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Service Specialist

Current

B2SPIN

Mar 2025 - Present (1 year 7 months)

Handles high-complexity customer cases across multiple channels, collaborating with Compliance, Payments, and Risk to resolve sensitive investigations. Identifies trends and recommends operational improvements while maintaining regulatory compliance.

Customer Experience Operations Management Process Improvement KPI Analysis Compliance Risk Management Cross Functional Collaboration CRM Systems

Customer Service Clerk

Panda Dynasty

Aug 2024 - Mar 2025 (7 months)

Supported sportsbook, casino, and lottery operations through chat, email, and phone. Maintained productivity, accuracy, and exceptional service quality.

Customer Service Sportsbook Casino Lottery Communication Skills Productivity Accuracy

Customer Service Supervisor

City Communications

Nov 2020 - Aug 2024 (3 years 9 months)

Led and developed a team of more than 15 customer service representatives. Tracked KPIs, productivity, and quality using Excel reporting, and delivered coaching, feedback, performance reviews, and onboarding.

Team Leadership Coaching Performance Reviews Onboarding KPI Tracking Excel reporting Scheduling Process Improvement