Lesny Cadion

Customer-focused support specialist with 3+ years of experience in player and customer support across gaming and fintech industries. Skilled in managing high-volume inquiries via email, live chat, and phone using CRM and ticketing platforms including Helpshift, Zendesk, and Salesforce. Currently pursuing a degree in Information Technology with a focus on Network and Cybersecurity.

Player Support Specialist – Email & Live Chat at Keywords Studios (2024-03 – 2025-09)

• Resolved player inquiries via email and live chat using Helpshift ticketing system and internal CRM
• Investigated and escalated bugs, account issues, and gameplay concerns to the appropriate teams
• Managed ticket tagging and categorization to ensure accurate routing and reporting
• Maintained quality benchmarks for response time and resolution accuracy

Player Support Specialist – Email at TaskUs (2022-11 – 2023-12)

• Delivered email-based support for a global gaming platform through a proprietary ticketing system
• Documented and resolved player concerns related to accounts, billing, and in-game issues
• Tracked cases in CRM to ensure consistent follow-up and closure
• Achieved quick turnaround times while meeting quality standards

Customer Service Representative – Inbound/Outbound at IBEX Global (2022-02 – 2022-08)

• Handled inbound and outbound calls for a remittance company, assisting with transactions, tracking, and verification
• Documented cases and followed up using Zendesk and Salesforce
• Ensured accuracy and professionalism to maintain customer trust

Bachelor of Science in Information Technology (Network and Cybersecurity) – Mapua Malayan Digital College (2024)

Senior High School in STEM Strand – St. Augustine School of Nursing – Mandaluyong (2018 – 2020)