Amado Randy Parocha

Provide German-language customer support via live chat for the DACH region within the iGaming industry. Handle customer inquiries related to accounts, payments, bonuses, promotions, and general platform support. Manage customer requests and concerns through email, ensuring timely and professional resolutions.

IGaming / Data Analyst / DE-EN Customer Service Associate - WeDoSupport - Limassol, Cyprus

(2025-04)

• Provide German-language customer support via live chat for the DACH region within the iGaming industry.
• Handle customer inquiries related to accounts, payments, bonuses, promotions, and general platform support.
• Manage customer requests and concerns through email, ensuring timely and professional resolutions.
• Engaged with affiliates to address their inquiries and provide comprehensive policies and iGaming regulations.
• Collaborated with internal teams to efficiently escalate and resolve complex issues faced by customers and affiliates.
• Communicate with and support affiliates, addressing their inquiries and maintaining strong professional relationships.
• Assist customers in accordance with company policies, iGaming regulations, and responsible gaming standards.
• Coordinate with internal teams to escalate and resolve complex customer and affiliate issues efficiently.

German Data Analyst - New Media Services Pty Ltd

(2023-06 - 2024-05)

• Resolved customer issues related to product sales and service swiftly. enhancing overall satisfaction.
• Managed multiple customer inquiries in live chat, ensuring high-quality service under pressure.
• Collaborated with team members to share insights and strategies for handling complex customer issues.
• Utilized CRM software to document customer interactions, personalizing future communications.
• Kept detailed transaction records accurate records of all transactions, client communications, and contracts.

German Business Analyst Manager - Klarna | Philippines

(2022-05 - 2023-03)

• Managed live chat inquiries, providing timely and accurate responses to customer queries to enhance satisfaction levels.
• Monitored chat performance metrics to enhance response times and improve customer satisfaction scores.
• Resolved technical issues for customers through detailed troubleshooting guidance, improving product usability.
• Managed multiple chat sessions simultaneously while upholding high service standards under pressure.
• Maintained composure during high-stress situations, addressing customer needs and resolving complaints effectively.
• Provided prompt and professional replies to customer emails to ensure clear communication. with accurate, professional replies.

Senior Business Analyst Manager / Affiliate Marketing - Klarna | Philippines - Philippines

(2021-06 - 2022-03)

• Prepared detailed monthly financial reports for management, highlighting key performance indicators and variances.
• Created financial reports, comparing discrepancies between planned and actual budgets for investment insight.
• Utilized ticketing system to streamline customer responses and enhance service efficiency.
• Managed multiple concurrent chat sessions to deliver effective customer support while upholding high service standards under.

Business Analyst Manager (German Market Analyst Lead) / Affiliate Marketing - Piggy (Acquired by Klarna) - Philippines

(2020-06 - 2021-06)

• Developed and implemented data analysis methodologies to support strategic decision-making.
• Managed cross-functional teams to deliver project outcomes within agreed timelines and budgets.
• Monitored key performance indicators to track progress against strategic goals and objectives.
• Analyzed business processes to identify inefficiencies and recommend improvements for operational excellence.
• Collaborated with IT specialists to design and refine system specifications for business applications.
• Led user acceptance testing to validate functionality and performance against business requirements.
• Documented process flows and created user manuals to support

Business Analyst Team Lead / Affiliate Marketing (German Market Lead) - JoinPiggy.com Inc - Philippines

(2019-01 - 2020-04)

• Assessed customer feedback to drive continuous improvement in service delivery and product features.
• Facilitated resourceful decision-making to tackle organizational problems
• Outlined detailed plans for improvement action and its implementation.
• Identified strengths and weaknesses at multiple organizational levels to formulate a holistic picture.
• Monitored current systems and staff activities to compile detailed and current information.
• Presented findings and recommendations to senior management through compelling presentations.
• Translated complex technical concepts into understandable terms for non-technical stakeholders.
• Mentored junior analysts, providing guidance and support to foster professional development.
• Helped organizations manage and implement change with minimal disruption to operations.

German IT Security Analyst - Guardforce Group - Macao SAR

(2018-01 - 2018-12)

• Monitored CCTV systems continuously to identify suspicious activities and safeguard premises against unauthorized access.
• Managed access control for employees and visitors, verifying identities and issuing visitor passes to maintain security protocols.
• Managed security protocols for VIP protection duties, ensuring the safety and confidentiality of high-profile clients.
• Investigated and reported on incidents of theft, vandalism, and other offences, contributing to the resolution of security issues.
• Maintained detailed logs of all security activities, incidents, and visitor information for record-keeping and compliance purposes.
• Delivered security briefings and training to new staff, enhancing their awareness and competence in security procedures.

German Marketing Executive - Mapel Leaf Dubai - Dubai, United Arab Emirates

(2013-06 - 2015-06)

• Maximized outreach by implementing marketing strategies to grow customer base.
• Identified, developed and evaluated marketing strategies based on knowledge of company objectives and market trends.
• Implemented marketing plans for new product launches, working closely with product team to meet key milestones and deadlines.
• Created sales strategies to promote advertising offerings and motivate larger deals.
• Executed successful marketing events, open houses and display shows for products.
• Coordinated with sales teams to create promotional materials and sales collateral tailored to target audiences.
• Analyzed market trends and customer feedback to recommend product positioning and pricing strategies.
• Prepared detailed marketing forecasts on a daily, weekly and quarterly basis

German Restaurant Manager - Paulaner Brauhaus (S) Pte Ltd - Singapore

(2011-05 - 2013-05)

• Trained Front of House (FOH) staff on restaurant policies and procedures, guest service techniques and communication skills to ensure a positive experience.
• Trained workers across all positions, enhancing overall team versatility and service quality.
• Trained newly hired employees on service techniques, company procedures and safety processes. Demonstrated leadership with a hands-on approach in completing daily tasks and motivating the team through pre-shift briefs.
• Scheduled employees for optimal shift coverage, ensuring consistent service levels during peak hours.
• special events or occasions.
• Analyzed customer feedback and implemented changes in service and menu offerings, improving guest satisfaction and encouraging
• Worked closely with chef and cooks to determine menu plans for repeat visits.

German Senior Team Lead - Paulaner Brauhaus (S) Pte Ltd - Singapore

(2010-05 - 2011-03)

• Led a team of 10+ members, driving project completion within strict deadlines and quality standards.
• Monitored team performance, providing suggestions for improvement and training programmes to increase team efficiency
• Managed conflict resolution within the team, promoting a positive and productive work environment.
• Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
• Developed open and professional relationships with team members to facilitate effective issue resolution.
• Provided exceptional customer service in a friendly and professional manner.

German Investment Banking Analyst - Sparkasse Finanzgruppe - Germany

(1998-01 - 2000-09)

• Performed robust market and competitor research and advised investment teams on strategy
• Streamlined data analysis and reporting using advanced Excel functions and financial software, enhancing accuracy and efficiency.
• Engaged in networking events and conferences to identify and assess emerging market opportunities for investment teams.
• Evaluated complex information relating to insurance markets and credit ratings.
• Led quarterly performance reviews, presenting findings and recommendations to stakeholders.
• Demonstrated strong determination and persistence in conducting thorough research and analysis. to research, analyze and obtain money-making investment opportunities.

Bachelor of Business Administration (BBA) - Accounting and Business/Management - Friedrich-List-Schule Bonn, Bonn/ Germany (2002 - 2002)

High School Diploma - Anne Frank Schule, Bonn/ Germany (1998 - 1998)