Daniel Edrai Castañeda Ortega
About Daniel Edrai Castañeda Ortega
Daniel Edrai Castañeda Ortega is a Contact Experience Specialist at Riot Games and a Player Support Subject Matter Expert at AgileThought LATAM, with over seven years of experience in player support and technical roles. He focuses on enhancing player and agent experiences through effective information design and process optimization.
Work at Riot Games
Currently, Daniel Edrai Castañeda Ortega serves as a Contact Experience Specialist at Riot Games, a position he has held since 2020. In this role, he focuses on developing internal and public information design and phrasing strategies aimed at enhancing the experiences of both players and support agents. He plays a critical role in supporting new game launches by creating documentation and processes that streamline the support experience for frontline agents. His contributions are essential to ensuring seamless live service operations through effective reporting, escalation, and follow-up on issues across multidisciplinary teams.
Experience at AgileThought LATAM
Daniel has been employed at AgileThought LATAM since 2017 as a Player Support Subject Matter Expert. Over the course of his seven years in this role, he has specialized in creating a less painful support experience for agents by optimizing processes and resources. His work involves enhancing player support experiences and ensuring that support agents have the tools and information necessary to assist players effectively.
Educational Background
Daniel is pursuing a Bachelor of Technology (BTech) degree at Universidad Nacional Abierta y a Distancia de Mexico, which he began in 2017. He previously studied at CECYTEM Ecatepec II, where he also achieved a Bachelor of Technology (B.Tech.) from 2010 to 2013. Additionally, he attended Escuela Superior de Ingeniería Mecánica y Eléctrica for one year from 2013 to 2014, furthering his technical education.
Previous Work Experience
Prior to his current roles, Daniel worked at El Palacio de Hierro as an Ingeniero de soporte from 2016 to 2017. He also served as a Technical Support Engineer at RAD Data Communications from 2015 to 2016. Earlier in his career, he worked as an Ejecutivo de cuenta y Atención a clientes at Four Sides Group S.A. de C.V. from 2013 to 2014. These positions provided him with a solid foundation in technical support and customer service.
Technical Skills and Interests
Daniel has a passion for learning new technologies, including Unity and .NET Framework. These interests complement his role in enhancing player support experiences. His focus on continuous learning and technological proficiency contributes to his effectiveness in optimizing support processes and improving agent experiences.