Thiago Carstenzen de Camargo

Lead and develop a remote customer support team in a 24/7 iGaming environment, managing performance through KPI analysis and coaching. Collaborate with CRM, Risk, Fraud, Payments, and Operations teams to resolve player issues and handle VIP escalations.

Managed the complete adaptation cycle for new agents, serving as primary support contact and guiding them through onboarding and LMS training. Conducted structured coaching and QA sessions, tracked KPIs, and provided operational support to the Shift Leader.

Delivered exceptional customer service, providing friendly, helpful, and timely solutions to players, ensuring prompt follow-up and resolution for escalated issues. Maintained 100% compliance with procedural changes and provided feedback to leadership on recurring player issues.

Responsible for answering incoming requests from customers through live chat and e-mail, engaging in conversation and delighting customers. Collaborated with team members regarding payments and other issues.

Responsible for operating attractions and providing exemplary guest service, including checking restraints, providing safety instructions, and assisting guests with special access. Welcomed and greeted guests, provided attraction information, and ensured a clean and safe environment.

Postgraduate degree in Strategic Planning and Management, currently taking classes since 2023.

Bachelor of Design degree from the Federal University of Technology - Paraná, completed in 2021.

Technology's Degree in Interior Design from University Center - Curitiba, completed in 2017.