Office 365
James Abram Naldo
Carbon
Binan
Work Preference
Work Type
Full TimeContract WorkLocation Preference
RemoteHybridImportant To Me
Career advancementWork-life balanceWork from home optionPaid sick leavePersonal development programsPaid time offSummary
Customer Service Representative supporting customer communication across international programs and high-volume service queues, handling 41 to 60 cases per shift. Resolves 4 to 5 issue types per week, including delayed orders, missing purchases, and technical concerns while maintaining accurate documentation with 95% to 97% of case notes completed without correction and clear follow-up. Partners with cross-functional teams to keep client updates consistent and service issues moving toward resolution.
Overview
1
1
Language
6
6
years of professional experience
Work History
Player Support
Transperfect Games
New York
05.2026 - 07.2026
- Reduced 5-10% of repeat issue follow-ups per week by documenting case details and confirming next steps thoroughly.
- Resolved 60-70 player support cases per shift while maintaining clear, professional communication across channels.
- Managed player inquiries with consistent tone, accuracy, and timely updates across remote support channels.
- Documented case details clearly to support handoffs, issue tracking, and resolution follow-through.
- Escalated complex issues with complete context to help speed review and resolution by specialized teams.
- Tracked incoming requests and status updates to keep case queues organized throughout each shift.
- Reviewed player complaints and routed recurring themes for faster follow-up and clearer resolution paths.
- Applied knowledge base guidance to deliver consistent answers and reduce unnecessary back-and-forth.
- Monitored case status in CRM workflows to maintain accurate records and steady follow-up.
- Identified technical issues from player descriptions and gathered details needed for efficient troubleshooting.
- Maintained attention to detail while handling sensitive player information and case updates.
- Checked case notes for completeness before submitting updates to preserve process compliance.
- Supported player retention by delivering courteous responses and practical follow-up on unresolved issues.
- Used Excel to organize support data and spot recurring trends in player requests.
Player Support Agent
5CA
Utrecht
09.2020 - 02.2026
- Reduced 20-30% escalation-related follow-ups per week by documenting issues and routing cases accurately.
- Resolved 100 player support cases daily with clear communication and timely follow-up.
- Managed player inquiries across chat and email with a calm, professional approach.
- Documented support interactions clearly to maintain accurate case histories and handoffs.
- Handled sensitive account issues while following established support procedures and response guidelines.
- Reviewed player concerns and identified patterns that supported better issue triage.
- Escalated complex issues to the appropriate teams with concise notes and supporting details.
- Applied product knowledge to troubleshoot common player issues and provide clear next steps.
- Supported knowledge base updates by flagging recurring issues and helpful resolution details.
- Collaborated with teammates to keep handoffs smooth and customer updates consistent.
- Followed internal quality standards to keep responses consistent and policy aligned.
Education
Bachelor of Arts - International Relations
07-2026
- [Number] GPA
Skills
Customer support
Client communication
Case documentation
Escalation handling
Microsoft Excel
Knowledge base management
Root cause analysis
Complaint resolution
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Zendesk
Salesforce
Languages
English
Bilingual or Proficient (C2)
Timeline
Player Support - Transperfect Games
05.2026 - 07.2026
Player Support Agent - 5CA
09.2020 - 02.2026
De La Salle College of Saint Benilde - Bachelor of Arts, International Relations