Provided support for regular and VIP players, resolving issues promptly and ensuring high levels of customer satisfaction and retention.Mentored new team members, facilitating their onboarding and training to ensure consistency in service quality across the department.Developed and maintained a comprehensive knowledge base to empower support staff to resolve inquiries efficiently and accurately.Acted as a liaison between customers and internal departments, advocating for customer needs and driving product improvements based on user feedback.

Delivered exceptional customer service via multiple channels including live chat, email, consistently exceeding performance targets.Identified and escalated technical issues to the appropriate teams, collaborating closely to ensure swift resolution and minimal disruption to gameplay.Maintained a positive and empathetic attitude in high-pressure situations, effectively de-escalating tense interactions and building rapport with customers.