Pablo Berrocal

Customer Service and Operations professional with 17+ years of experience supporting customers, business users, and internal teams in high-volume environments. Strong background in customer support, payment operations, account management, troubleshooting, escalations, complaint resolution, and team supervision. Experienced across chat, email, and phone support, with a proven ability to learn new products and systems quickly.

Bilingual in Spanish and English, proactive, adaptable, and focused on delivering clear, effective solutions.

Customer Service Specialist | Assistant Team Leader | Supervisor at New Line S.A. (2024-03 – 2025-06)

• Managed 40+ daily customer interactions through email and phone while maintaining high service standards.
• Supervised back-office operations involving payments, account requests, adjustments, and customer cases.
• Resolved escalated issues and communicated solutions clearly to customers and internal teams.
• Trained and coached new team members while reinforcing procedures, service quality, and compliance.

Customer Support / Payments Specialist at AcePerHead (2023-12 – 2024-02)

• Provided frontline support to customers and business users and resolved account, transaction, and system issues.
• Managed weekly payment operations and followed internal procedures and industry standards.

Customer Service Specialist | Operations Support at Truebookies (2022-08 – 2023-06)

• Provided live chat and multi-channel support for customers and business users.
• Handled account configuration, technical troubleshooting, transaction-related requests, and daily customer inquiries.
• Used Tawk.to, WhatsApp, Signal, Telegram, and email while maintaining service quality.

Customer Support Specialist at BetUS (2021-06 – 2021-12)

• Provided real-time assistance through chat and phone and resolved customer inquiries efficiently.
• Explained products and processes clearly while maintaining accuracy and compliance.

Customer Service Specialist at MyBookie.ag (2018-03 – 2021-05)

• Supported customers with accounts, payments, claims, and technical issues.
• Handled multiple simultaneous chat conversations during peak periods while maintaining accuracy and service quality.

Quality Assurance / B2B Customer Support at Heritage Sports (2017-07 – 2018-03)

• Performed quality and accuracy reviews in a fast-paced operational environment.
• Provided B2B customer support through chat to partner companies and coordinated issue resolution with internal teams.

Customer Service Specialist | Payments Support at SBGGlobal (2007-09 – 2017-03)

• Progressed from entry-level operations into customer service based on performance and adaptability.
• Supported customers with deposits, withdrawals, account issues, and platform troubleshooting.
• Trained and mentored new hires and later supported the payments department with withdrawal processes and compliance.
• Handled simultaneous chats, phone calls, internal communications, and customer tickets during peak periods.