Edwin Vargas
Rahway,NJ
Summary
Customer experience and operations leader with 15+ years of experience, including 7+ years in leadership and 5+ years in the gaming industry. Proven track record of improving CSAT, scaling teams, and optimizing service operations through data-driven strategies and cross-functional collaboration.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Fanatics Betting & Gaming
Jersey City, NJ
07.2024 - Current
- Manage and mentor 4 Team Leads, indirectly supporting 85+ customer support agents across multiple channels
- Serve as Site Leader, overseeing daily operations, employee engagement, and strategic alignment with business goals
- Partner with product, casino operations, and analytics teams to execute customer-focused initiatives
- Designed and delivered training programs improving casino support knowledge, resolution rates, and compliance
- Analyze KPIs and deliver actionable insights to drive continuous performance improvements
Director of Customer Service
Tipico Technology Inc.
Hoboken, NJ
02.2024 - 07.2024
- Led customer service operations handling 2,000+ weekly inquiries
- Maintained 93%+ CSAT and consistently exceeded SLA targets
- Owned workforce planning, scheduling, and operational efficiency
- Built Slack automation to reduce internal response time and improve request tracking
- Delivered weekly executive reports on customer trends and operational performance
Head of Customer Service
Tipico Technology Inc.
Hoboken, NJ
01.2022 - 02.2024
- Scaled team from 6 to 12 agents in 3 months, improving response times and productivity
- Developed QA and training programs to standardize performance and service quality
- Created internal knowledge base and customer-facing FAQ systems
- Mentored team members, enabling 8 internal promotions/transfers across departments
Senior Customer Service Agent
Tipico Technology Inc.
Hoboken, NJ
06.2020 - 01.2022
- Handled 10+ customer interactions per hour across chat, phone, and email
- Maintained 94%+ CSAT while resolving complex escalations
- Supported onboarding, training, and mentoring of new hires
- Conducted manual KYC reviews for sensitive customer cases
Social Media Specialist
Payoneer Inc.
New York, NY
09.2018 - 09.2020
- Managed 150+ daily customer inquiries across social platforms
- Created targeted content to grow engagement and customer base
Knowledge Expert
Payoneer Inc.
New York, NY
09.2019 - 06.2020
- Handled escalations and performed QA reviews for 10 agents weekly
- Provided real-time coaching and process guidance
Chat Specialist
Payoneer Inc.
New York, NY
07.2016 - 09.2018
- Answered questions about payment processing tools offered.
- Handled 10+ interactions per hour through phone, chat, and e-mail.
- Maintained customer satisfaction score of 95% or above consistently.
Training / QA Manager
HelloFresh
Newark, NJ
05.2016 - 04.2017
- Trained and onboarded 200+ customer service agents
- Built standardized training programs and knowledge base
- Managed QA team and external call center onboarding
Associate Trainer
HelloFresh
Newark, NJ
08.2015 - 05.2016
- Successfully onboarded and trained more than 200 customer service
agents. - Developed standardized CS training outline.
- Interviewed CS agent candidates, building out a team with top-level talent.
- Developed knowledge base for CS processes and procedures.
- Managed 2 QA Associates and 1 Associate Trainer.
- Onboarded an outsourced call center in El Salvador.
Education
Bachelor’s - Business Management
Essex County College
Newark, NJSkills
- Workforce Management
- Customer Experience Strategy
- KPI Analysis
- Training & Development
- Salesforce
- Talkdesk
- Slack Automation
- Process Documentation
- Cross-functional Leadership
Websites
Certification
- NJ, Indiana, Colorado, West Virginia Gaming Licenses (Active)
- LinkedIn Learning Certifications (Excel, Marketing Analytics, Customer Service, Personal Branding)
Timeline
Customer Experience Manager
Fanatics Betting & Gaming
07.2024 - Current
Director of Customer Service
Tipico Technology Inc.
02.2024 - 07.2024
Head of Customer Service
Tipico Technology Inc.
01.2022 - 02.2024
Senior Customer Service Agent
Tipico Technology Inc.
06.2020 - 01.2022
Knowledge Expert
Payoneer Inc.
09.2019 - 06.2020
Social Media Specialist
Payoneer Inc.
09.2018 - 09.2020
Chat Specialist
Payoneer Inc.
07.2016 - 09.2018
Training / QA Manager
HelloFresh
05.2016 - 04.2017
Associate Trainer
HelloFresh
08.2015 - 05.2016
Bachelor’s - Business Management
Essex County College