Felipe Ferreira

Experience

1. Customer Support Agent

   Provided chat and ticket support for mobile games, handling account issues, bugs, and questions during live operations. Reproduced and reported bugs, escalated to Development and QA, and relayed player feedback to the product team.

   Live ChatTicket SupportBug ReportingQA TestingMobile GamesiOSAndroidMMORPGsEscalation ManagementPlayer Feedback

2. Operations & Knowledge Management Specialist

   Built procedures, documentation, and macro-automated spreadsheets for crypto deposit and withdrawal flows. Led onboarding for new agents and supported the dev team on bug reports and UX improvements.

   Knowledge ManagementDocumentationProcess ImprovementAutomationSpreadsheetsCryptocurrencyWalletsTXIDOnboardingBug ReportingUX

3. Customer Service Officer

   Provided chat and ticket support with first response around 1 minute and resolution under 10 minutes, focusing on technical resolution and customer satisfaction. Organized and analyzed data in spreadsheets, reported to relevant teams, and followed up on cases with accuracy and confidentiality.

   Live ChatTicket SupportTechnical Issue ResolutionCustomer SatisfactionData AnalysisSpreadsheetsReportingConfidentiality

4. Customer Support Specialist

   Provided high-level support for accounts and platform issues, collaborating with the internal team to refine processes. Monitored system performance, maintained detailed records, and performed quality control and KYC.

   Account SupportPlatform SupportProcess ImprovementSystem MonitoringRecord keepingQuality ControlKYC

5. Shift Leader / Support Agent, KYC Control

   Led a team of 6 agents, managing schedules and task rotation, monitoring live chats, and running monthly performance reviews. Handled 50-100 chats per day, resolved crypto deposit and withdrawal inquiries, and performed KYC document validation and quality reviews.

   Shift LeadershipTeam ManagementChat MonitoringPerformance ReviewsCrypto PaymentsTXIDWalletsBlockchainKYCDocument ValidationQuality ControlAgent Training

6. Customer Support Representative

   Handled inquiries on accounts, statements, and balances via Zendesk and Slack with first response around 1 minute and resolution under 10 minutes, escalating complex cases. Performed quality control and KYC and helped translate support materials.

   ZendeskSlackAccount SupportEscalation ManagementQuality ControlKYCTranslation

7. Customer Support Representative and QC Analyst

   Provided support and testing for 6 HTML and mobile Facebook games, resolving 50-100 tickets per day. Managed spreadsheet control, quality assessments, KYC, and new-agent training.

   Customer SupportQA TestingHTML5 GamesMobile GamesFacebook GamesTicket HandlingSpreadsheetsQuality AssessmentKYCTraining