Marco - Player Support & Trainer with 8+ years of customer engagement and team development

San José, San José, Costa Ricaen

Trained over 300 agents across multiple geographies with a 96% pass rate on knowledge assessments

Developed and consolidated training content to improve KPI metrics such as AHT, CSAT, and DSAT

Published on CazVidVideo interview available

Summary

Experienced in providing technical support, conducting training, and enhancing team performance in call center environments.

Video Resume

Key Achievements

Provided technical support and onboarding, enhancing player experience and team efficiency

Skills

Customer SupportAdvanced

Managed and resolved player account issues and technical support inquiries.

Training & DevelopmentExpert

Conducted comprehensive onboarding, upskilling, and process training for support teams.

Communication ToolsAdvanced

Utilized Slack, Zoom, MS Teams, and other tools for effective team collaboration and training delivery.

Performance AnalysisIntermediate

Analyzed performance metrics to identify gaps and develop targeted improvement plans.

CRM PlatformsIntermediate

Used Helpshift and Salesforce to manage customer interactions and support workflows.

Languages

Spanish(Native)English(C1)

Experience

Player Support Agent

Movate

June 2022 - September 2023

Assisted players with account information, management, and troubleshooting account-related issues., Provided first-level technical support for game-related issues across the publisher’s titles., Managed and responded to inquiries through the Better Business Bureau to ensure customer satisfaction...

Trainer Player Support

Movate

September 2023 - Today

Conducted and delivered New Hire and upskilling training sessions for agents across all geographies, both on-site and virtually., Trained over 29 participants in each New Hire session, ensuring a structured onboarding experience., Facilitated upskill and refresher training for over 300...