Manager Service Representative
Resume:
JAY CHRISTOPHER SANTOS
CUSTOMER/TECHNICAL SUPPORT SPECIALIST
CONTACT
Phone
Email:
******.****************@*****.***
Facebook:
www.facebook.com/jaychristophersa
ntos
Address:
90 General Luna, 2nd Street. Brgy 11.
Caloocan City, Metro Manila,
Philippines 1400
PROFILE
I can speak and write in English well. Throughout my experience in the BPO industry, I must say that being able to be understood by the person I'm talking with is my primary objective.
Further to this, I can say I belong to the type of people who listen to understand and not just the type who listen to
respond.
I always make it a point that I listen to the person thoroughly, for me to be able to understand his/her concern, his nuances, and other verbal and non-verbal factors. By doing these, I can formulate the correct step or process to help solve their concern.
Being keen on details is also one of my strengths. Alongside this, handling sensitive information and making sure
that all related details are in order, are also my strong suits. Furthermore, I am all for being open to constructive criticism as this is a constant means for me to improve.
SKILLS
CUSTOMER SERVICE
TECHNICAL SUPPORT
CASE MANAGEMENT
MICROSOFT OFFICE
APPLICATIONS
ZENDESK
FRESHDESK
WORKDAY
EXPERIENCE
Senior Customer Service Associate
Tyroola.com.au Australia (Freelance)
September 2020 – Present
Responsible for answering chat, emails, and tickets (via Freshdesk, eBay, and TradeMe) for customers who bought Tyroola products. In charge of processing returns and cancellation of orders for customers and suppliers.
Responsible for processing admin tasks to maintain Tyroola's relationship with their partner fitting stations.
EDUCATION
Philippine Maritime Institute
BS-Maritime Transportation
2005-2008
The Bachelor of Science in Marine
Transportation is a higher education
degree program that deals with the
study of navigation, cargo handling,
and storage, controlling the safe
operation and care for persons on
board the ship at the operational level.
HR Practitioner Senior Case Manager
IBM Business Services (Pfizer HR Contact Center)
April 2016 – July 2020
Assimilate HR BTO culture and best practices by gaining customer understanding and increase knowledge of policies, guidelines, and processes to support the administration of the project assigned using Zendsek, Peoplesoft, and Workday.
Responsible for administration of project processes for one or more countries, depending on volume transactions
or complexities.
Responsible for processing Basic to complex Workday transactions. Meet Service Level Agreements and deliver productivity and process improvements to clientele.
Complaints Manager
Convergys
January 2015 to January 2016
Instigated designation in January of 2015 as an entry-level Technical/ Customer Service Representative for Telstra.
In under 6 months of service, was awarded a promotion as an SME
(Subject Matter Expert) in the same account
due to efficiency displayed at work.
Was one of the few SMEs who were absorbed into the SRC Case Managers Team - an all-encompassing group
within the entire site that takes on highly escalated concerns of any nature (Customer Service, Technical, Retentions, etc.) of all the lines of businesses of Telstra - after a short stint in the SME group.
Contact this candidate