Abhishek Karle

Provided chat support for live casino games, assisting with real-money live
betting as a SAAS product
Conducted manual API testing using Postman and handled API integration
for the gaming platform.
Performed QA manual testing, smoke testing, and API testing; reported
platform bugs and collaborated with developers for resolution.
Monitored servers using Datadog and Zabbix; created reports and
facilitated issue resolution with the development team

▸ Investigated and replicated customer-reported issues across SaaS gaming and real-money betting platforms before
escalating to QA and development teams, ensuring accurate defect documentation.
▸ Managed end-to-end Jira ticket lifecycle including creation, assignment, prioritization, escalation, and closure for 100+
weekly support tickets.
▸ Performed API validation and functional troubleshooting using Postman, identifying integration gaps and reporting findings
to the technical team.
▸ Conducted smoke testing, regression testing, and manual QA testing to verify platform stability post-release and following
critical patches.
▸ Collaborated cross-functionally with QA engineers, product managers, and backend developers to resolve production
incidents and reduce recurring platform issues.
▸ Prioritized and escalated critical incidents based on severity level and SLA impact, maintaining an average first-response
time within defined SLA thresholds.
▸ Performed root cause analysis (RCA) on recurring platform defects, documenting findings in the knowledge base to prevent
re-escalation.
▸ Monitored support queues in real-time and ensured timely resolution of technical issues related to login, payments,
gameplay access, and platform performance.
▸ Provided SaaS and BaaS platform support for gaming and live casino betting applications serving a global user base.
▸ Led a team of customer support agents — conducted performance reviews, training sessions, and quality assurance audits
to consistently improve team CSAT and NPS scores.
▸ Created and maintained technical documentation for defect reports, resolution workflows, and onboarding SOPs for new
team members.
▸ Acted as the primary point of contact for high-value B2C clients on the SaaS betting platform, proactively managing account
health, resolving escalations, and driving customer retention.
▸ Partnered with product and operations teams to relay client feedback and VOC (Voice of Customer) insights, influencing
platform improvements and reducing churn.
▸ Onboarded new users and agents onto the SaaS platform, delivering end-to-end walkthroughs, documentation, and first
touch support to ensure successful product adoption.

Employed as a Player Support Specialist at WB Games, specializing in
titles like Mortal Kombat and Harry Potter.
Utilized various CRM tools, including Zendesk and WB Games in
house CRM, to effectively track tickets and manage data.
Proficient in troubleshooting technical issues for global gaming
services, ensuring a seamless gaming experience worldwide.

▸ Delivered global player support for WB Games titles including Mortal Kombat and Harry Potter, resolving technical and
gameplay-related issues across multiple regions.
▸ Triaged and managed player-reported incidents via Zendesk and WB Games proprietary CRM, ensuring accurate
categorization and timely escalation to L2 support.
▸ Diagnosed and troubleshot technical issues including client crashes, connectivity failures, in-game purchase errors, and
account access problems.
▸ Operated multi-channel support across live chat, email, and voice, maintaining consistent response quality in line with SLA
expectations.
▸ Documented recurring technical defects and coordinated with internal QA and product teams to facilitate faster resolution
and reduce ticket backlog.
▸ Achieved consistently high CSAT scores through empathetic, resolution-focused player communication and proactive
follow-up.
▸ Managed B2C player relationships across multiple game titles, ensuring high engagement, positive player experience, and
swift issue resolution to minimise churn.
▸ Collected and relayed player feedback to internal teams, contributing to product improvement cycles and service quality
enhancements.

▸ Oversaw, managed, and guided a team of Relationship Managers in their daily operations, conducting regular performance
reviews and coaching sessions to drive team productivity and client satisfaction.
▸ Monitored team performance metrics and KPIs, identifying areas of improvement and implementing targeted action plans
to enhance B2B and B2C client engagement.
▸ Managed and nurtured long-term client relationships across the education sector, ensuring high retention rates through
proactive communication, regular check-ins, and tailored success plans.
▸ Regularly communicated with clients via live chat, email, and phone calls to understand evolving needs, resolve issues,
and maintain high CSAT scores.
▸ Successfully negotiated and renewed contracts with key B2B client accounts, contributing to consistent revenue retention
and reduced churn.
▸ Created and implemented customer retention strategies, improving client lifecycle management and overall satisfaction
across the B2C student base.
▸ Operated multi-channel support and relationship management covering live chat, email, and inbound/outbound calls for a
diverse client portfolio.
▸ Collaborated cross-functionally with sales, product, and operations teams to relay client feedback, resolve escalations, and
drive service improvements aligned with customer success goals.
▸ Maintained accurate CRM records within Salesforce and Zoho, documenting all client interactions, issue resolutions, and
account health updates to ensure full audit trails.
▸ Contributed to onboarding new B2B institutional clients onto the platform, delivering product walkthroughs, documentation
support, and first-touch success engagement.