Zalderico P. Tampos Jr.

Zalderico P. Tampos, Jr. Customer Support Representative -Sampaloc, Manila NCR Philippines- Filipino linkedin.com/in/zalderico-tampos- Customer Support Representative with over 7 years of experience delivering exceptional customer care across online gaming, SaaS, and payment platforms, including 5 years in supervisory roles. Skilled in handling diverse inquiries such as technical support, payment processing, account management, and subscription services. Experienced in mentoring teams, creating knowledge resources, streamlining workflows, and improving service delivery through cross-department collaboration. Also knowledgeable in fraud prevention and KYC compliance to ensure account security when needed. I am passionate about leading by example and providing empathetic, efficient, and high quality support to every customer. WORK EXPERIENCE 02/2024 – 07/2024 New Coast Hotel Leisure Inc, Team Lead Leadership and Strategy: Acted as Manager for the Fraud and KYC team, driving strategic planning, mentoring team members, and fostering a culture of excellence. Process Optimization and Documentation: Developed and optimized SOPs, enhancing efficiency and accuracy in fraud prevention and KYC compliance, contributing to support process improvement initiatives. Innovation and Collaboration: Pioneered initiatives and integrated advanced technologies by collaborating with cross-functional teams to strengthen fraud detection capabilities. • • • 10/2022 – 01/2024 TROJANS WELL ENTERTAINMENT CORPORATION, Customer Service Representative Team Lead Process Improvement: Developed new processes, created canned responses for streamlined support, reducing resolution times by up to 20% and ensuring compliance with audit documentation. User Assistance and Support: Resolved technical and payment issues, including withdrawals and deposits, ensuring seamless user experiences across platforms such as online banking, digital wallets, and cryptocurrency, achieving a 95% customer satisfaction rate while maintaining SLAs and KPIs. Social Media Management and Engagement: Managed social media accounts, engaged potential leads, upsold promotions, and supported user onboarding through chat. Team Leadership and Operations: Onboarded new hires, processed team performance reports, conducted quality assurance, and credited bonuses and rewards. Website Content and Quality Management: Ensured accuracy and user engagement by routinely updating and maintaining website content while proactively monitoring the website for game-related issues to enhance user experience and resolve concerns promptly. Recognition and Excellence: Awarded the prestigious "Conqueror Award" for being the top performer across all teams, demonstrating exceptional dedication and performance. • • • • • • 11/2021 – 08/2022 Splitmedialabs, Customer Success Specialist User Support: Provided comprehensive assistance to end users, helping them succeed as streamers by resolving technical issues, addressing licensing challenges, and managing payment-related concerns while utilizing ticketing systems for efficient issue tracking. Content Creation & Knowledge Base Management: Designed and developed tutorials alongside a detailed knowledge base, ensuring users could effectively utilize and maximize the potential of XSplit products. Cross-Functional Collaboration: Worked closely with product managers, quality assurance, and development teams to identify and address recurring issues, contributing to support process improvement and enhanced user experiences. • • • 05/2017 – 10/2021 Game Ops Inc., Lead Game Specialist Team Leadership: Led the Payments & Fraud and Mobile teams, ensuring smooth operations and effective issue resolution while maintaining SLAs and KPIs. User Assistance:Assisted users with in-game purchases, refunds, subscription cancellations, and other payment related concerns, ensuring timely and accurate resolution to enhance user satisfaction. Reporting and Analysis: Prepared detailed reports on payment and fraud concerns, reviewed transactions to detect and mitigate fraud risks, and provided insights to inform decision-making and strengthen fraud prevention strategies. Support and Training: Answered inquiries related to payments and fraud and provided comprehensive training to newly hired agents. Collaboration and Assistance: Supported co-senior staff and team members in completing tasks and maintaining high-performance standards. Knowledge Base Contribution: Developed training materials and contributed to the knowledge base, ensuring streamlined support documentation and improved agent efficiency. • • • • • • SKILLS Document verification Analytical skills Written and verbal communication Fraud detection and prevention Problem-solving Team leadership Quality assurance Microsoft Office Suite Payment systems Fast-paced environment adaptability Technical support Customer Support Attention to detail Process optimization Mentoring and training Customer onboarding Multitasking Social media management SOP development CRM tools expertise EDUCATION 2012 – 2016 Bachelor in Physical Education, Universidad de Manila REFERENCES Jernglle Anne Nabo, Customer Success Manager, Stqry- Gerald Mariano, Associate Vice President, New Coast Hotel Leisure Inc- Eumela Ronsairo, Operations & Marketing Manager, Trojans Well Entertainment Corporation-