Jomel

A highly experienced Online Gaming Customer Service Professional with deep knowledge of casino games, sports betting, and poker operations. With several years of experience supporting players in fast-paced gaming environments, I excel in handling account inquiries, wager clarifications, game result interpretation, sports odds analysis, and VIP player assistance. I am skilled in analyzing casino game outcomes, understanding bet types across sportsbook markets, identifying win/loss results, and guiding players through wagering rules, promotions, and bonus terms.

I bring strong analytical skills, excellent communication, and a customer-first approach to ensure fast, accurate, and compliant resolutions for gaming users across chat, email, and phone.

Online Gaming Support Representative - Bayview Technologies - South Signal Village Taguig City, 1633

(2019-01 - 2022-12)

• Provided real-time chat and email support for players across casino, sports betting, and poker platforms, handling account issues, platform navigation, and gameplay concerns.
• Assisted players in analyzing casino game results, reviewing round histories, understanding RTP behavior, verifying wins/losses, and clarifying game mechanics.
• Supported sportsbook players with odds explanation, bet types, parlay rules, cash-out options, settlement results, and live-game updates.
• Guided poker players in understanding hand rankings, betting rounds, table positions, tournament structures, buyins, rebuys, and payouts.
• Handled VIP customers, providing priority support, tailored assistance, and proactive retention strategies.
• Explained and resolved concerns related to bonuses, promotions, wagering requirements, free spins, reload offers, and cashback rewards.
• Identified suspicious activity, ensured compliance with responsible gaming guidelines, and escalated cases when necessary.
• Maintained top performance metrics, including high CSAT, fast response times, accurate resolutions, and compliance with gaming policies.
• Managed high ticket volume while delivering professional, empathetic, and accurate support across multiple gaming channels.

Sales / Customer Service - PODSEnterprises – Logistics & Storage Solutions

(2024-01 - 2025-12)

Secondary CSR background; focuses on transferable customer skills

• Managed customer concerns with empathy and ensured service satisfaction.
• Coordinated with teams to resolve customer inquiries accurately and promptly.

Customer Support Representative – Financial Services - Intelinet Global Services (Barclay's Bank Account)

• Handled high-volume billing, payment, and account-related inquiries.
• Ensured accuracy, compliance, and secure handling of financial transactions.
• Delivered step-by-step troubleshooting and guided users through resolutions.

Bachelor of Science - Information Technology - STI college Zamboanga City (2014-01 - 2017-12)