Antonio Garcia Email and Phone Number

Managing a portfolio of high-value players and clients.Build a strong rapport with players, communicating with them via email and giving them a phone call at least once a month. Supervise their activity, purchase, redemption, and play patterns to anticipate and prevent risks affecting their account and well-being.Attend and resolve any inquiry and concern while educating them about our policies, rules, Responsible Social Gameplay tools, and game rules, and set the appropriate expectations about our games and the services and assistance I provide them.Resolve problems they encounter with any of the games or our site by investigating the matter, providing guidance, and collaborating with other teams to resolve complex issues promptly.Detect players showing any signs of concerns or risk and introduce them to the Responsible Social Gameplay tools, educating the customers about the tools’ benefits and how they can improve their experience on our site and their well-being. Impose limits to their account proactively if they display risk and concerns about their behavior and activity on our site.From January to June 2023 I was part and a key contributor to the Acquisition and Retention team, handling and resolving multiple escalations of different natures and concerns while educating the players about the situation, focusing on rapport, de-escalating any grievances and complaints while the escalation is being worked on alongside with the respective team.

Produced commercial photo shoots for diverse clients and local businesses.Covered the Celebrity Connected Honoring the Toronto International Film Festival 2017 as part of the official media team.

Served as a liaison between Customer Service Guest Specialists, Guests, and Partners electronically via phone calls, emails, and a chat system in order to provide support, training, mentorship, business negotiations, escalated calls, fraud investigation, and to resolve various issues such as bug reports, mass issues, travel consulting, high-clearance modifications, and cancellations while providing complete and accurate inquiry responses.Created and logged in a file in the system with the details and relevant information of the issue presented by customers and partners in order to keep track of the development of their inquiry and finalized once the issue is resolved.Promoted from Customer Service Guest Specialist to Senior Customer Service Guest Specialist to manage and supervise CS Guest Specialists, urgent and sensitive guest or partner cases and reduce the risk of escalating issues.Responsible to de-escalate calls from our customers and partners while being solution-oriented in order to achieve the desired outcome.Designed action plans and budgets up to 2000 EUR for Customer Service Guest Specialists to better ensure successful resolutions for guest needs.Negotiated with the properties and partners to determine the best outcome for all parties’ business.Provided Fraud detection and investigation services with our customers and partners' accounts.Provided collaborative supervision and mentorship for Customer Service Guest Specialists to develop their guest services approaches, determine a plan of action to follow, and improve the quality of their professionalism.

As a Customer Service Specialist, my main job is to be the liaison between guests and partners to resolve issues via phone and email on various topics such as additional travel advice, modifications, cancellations, etc. Providing accurate, valid, and complete information by using the right tools, methods, and processes, ensuring a high level of customer service and a positive guest experience.

Produced video and photography content for diverse local businesses and served as a liaison with clients resolving their inquiries and concerns.Mentored interns and new hires on multimedia production skills. Led several hands-on workshops on video production, sharing best practices on technical and practical methods to improve the team’s performance before and during the filming and production of events.Served as the lead video producer and photographer for the Expo Feria Saltillo 2014, one of the largest and most recognized festivals in the region. Led the video production team during the Expo Feria Saltillo 2014, coordinating and scheduling different video productions with the team and the participating vendors and sponsors, supervising the team’s work during the production and post-production of the content made, directing each one of the team members to use their assets and skills to surpass the expectations of our main client by filming, and photographing over 300 hours of video footage and 4000 photographs including interviews, performances, and promotional videos for local vendors and sponsors.

Produced video content such as behind-the-scenes features of the photo shoots, and promotional and advertising content for clients on a bi-weekly basis.Co-produced the photo shoots and editorial specials, supervised the photographer’s shooting list, and sourced models, locations, and wardrobe sponsors when required.Served as a liaison with clients and sponsors before and during the production of the content created highlighting their services and products.Led the photography for the cover and interior pictures of the December 2012 issue.Mentored and supervised new hires and assistants during the photoshoots and events.