Terry Tsang
@terrytsang
I’m a Customer Service Manager blending technical support, web development, and data-driven leadership.
CanadaWhat I'm looking for
I’m a Customer Service Manager with 8+ years of experience in customer support, team leadership, and service operations. I focus on resolving escalations quickly, improving service performance, and strengthening customer satisfaction through analysis and process improvements.
In my current role as Founder/Community Manager for HSBGClub.com, I manage and host over 800 online esports tournaments, supporting up to 256 participants per event. I coordinate event operations and customer communication while providing technical support, then use community feedback to refine the user experience and event quality.
I also serve as a Content Creator on Twitch, organizing and hosting charity gaming events raising over $15,000 for nonprofit organizations. I track engagement, watch hours, and audience growth, and handle real-time moderation, community engagement, and issue resolution.
Previously, I led customer service operations at Ibetcity.com, managing and training support staff, resolving complex complaints, and monitoring service KPIs. I’ve also built a strong technical foundation as an IT Consultant / Web Developer and, earlier, as a Software Development Manager at Maestro CMS, where I led a team of 5 developers and wrote/maintained C# code.
Experience
Work history, roles, and key accomplishments
Founder/Community Manager
HSBGClub.com
Jun 2021 - Present (5 years 1 month)
Managed and hosted over 800 online esports tournaments, coordinating event operations, scheduling, customer communication, and issue resolution. Provided technical support and used community feedback to improve user experience and event quality.
Organized and hosted charity gaming events and tracked performance metrics such as engagement, watch hours, and audience growth. Provided real-time community moderation, engagement, and issue resolution.
IT Consultant / Web Developer
Self-Employed
Jun 2016 - Present (10 years 1 month)
Analyzed client requirements and built custom software and web applications. Provided technical support and troubleshooting, performed system upgrades and security patching, optimized performance, and delivered user training and documentation.
Competitive Gaming Professional (Poker)
Self-Employed
Mar 2002 - Present (24 years 4 months)
Made data-driven decisions in high-pressure poker situations using continuous risk assessment and probability analysis. Managed long-term financial performance and used strategic thinking, pattern recognition, and behavioral analysis while communicating with participants.
Customer Service Manager
Ibetcity.com
Jun 2014 - Oct 2018 (4 years 4 months)
Led customer service operations for an online sportsbook platform, managing and training support staff to improve service quality and response times. Handled escalations and complex complaints, implemented service improvement strategies, and monitored customer satisfaction and service KPIs while collaborating with vendors on software implementations.
Software Development Manager
Maestro CMS
Jun 2001 - May 2002 (11 months)
Managed a team of five developers building web-based CMS solutions. Wrote and maintained C# code and led testing, debugging, deployment processes, and software documentation.
Education
Degrees, certifications, and relevant coursework
British Columbia Institute of Technology (BCIT)
Associate of Science, Computer Science
Associate of Science in Computer Science from BCIT in Burnaby, British Columbia.
Availability
Location
CanadaAuthorized to work in
Website
HSBGClub.comJob categories
Skills
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