Reginald Arvin Hidalgo

• Directed and coordinated team members with end-to-end tracking of office resources, ensuring full
visibility over asset movement and operational flow
• Performed detailed financial verification and reconciliation, safeguarding accuracy across
transactions and records
• Identified and resolved discrepancies in financial and operational data, strengthening overall
reporting integrity
• Built and maintained structured digital systems for documentation, improving efficiency and
accessibility of key records
• Acted as a trusted support partner to the client, delivering timely insights on financial status and
resource allocation
• Managed and verified bi-weekly financial records averaging $40, 000, ensuring accuracy and timely
reporting

• Attend and provide documentation to research and conservation based activities such as focus group
discussions; ocular visits; and cultural heritage conferences and conventions.
• Draft narrative and activity progress reports using documentation for filing, submission, and
presentation to stakeholders (such as, US Department of State, Provincial, Local and Municipal
Government Units).
• Coordinate with government agencies and local government units in conducting field visitations and
data acquisition.
• Assisted project director with preparation, documentation, and organizing of cultural heritage-based
events
• Coordinate team members in acquiring archival records, collated for progress reporting submitted to
key stakeholders.
• Assisted with organizing partnership development activities relating to Tourism and Cultural
Management Development programs.

• Provides detailed analysis and documentation on gameplay activity for 40+ customers daily, mainly
cross-checks and clarifies inconsistencies with inventory and payments.
• Utilized database tools such as Looker, Webpanel and Jira to validate technical reports.
• Investigated complex account-related concerns by reviewing transaction histories, gameplay logs, and
internal records to ensure accurate and fair resolutions for players.
• Resolves 100% of player reports relating to purchase concerns, technical gameplay issues, inventory
discrepancies, Terms of Service violations, and feedback plus suggestions within 12 hour SLA. Also
handles VIP and non-English speaking tickets.
• Maintains 95% satisfaction average Customer Service Rating and 4.7 (out of 5) average Quality
Analyst rating throughout 2024, top 2 out of 27 other player support agents.
• Responds to all messages within 12-hour SLA, regardless of topic involved, with an average daily
response rate of 40-50 messages. While consistently providing 60 to 70 sent responses during high
volume queues.
• Collaborated with cross-functional teams including Quality Assurance, Game Operations, and
Technical Support to escalate emerging issues, identify recurring player concerns, and contribute to
continuous improvements in support processes and player experience.
• Demonstrated strong analytical, problem-solving, and conflict-resolution skills in a fast-paced
live-service gaming environment, balancing customer advocacy with company policies and operational
requirements.