Summary
Overview
Work History
Education
Skills
Timeline
Generic

Andrew Antaran

Lipa

Summary

Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.

Overview

18
18
years of professional experience

Work History

Customer Service Manager

1320 International, LLC
02.2016 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Followed through with client requests to resolve problems.

Technical Support Representative

Alorica
03.2014 - 02.2016
  • Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
  • Analyzed business problems, identifying root causes and developing robust solutions.
  • Collaborated with management to identify and prioritize new development concepts.
  • Monitored and tracked user progress to identify improvement opportunities.
  • Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.

Technical Support Representative

TTEC
04.2008 - 01.2014
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed high levels of call flow and responded to [Type] technical support needs.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Responded promptly to incoming sales leads and requests for technical support.

Mold Maintenance Technician

Cybermann Industrial Corporation
06.2008 - 12.2008
  • Maintained high level of adaptability by adjusting work procedures to meet specific demands of each production run.
  • Applied quality control skills by inspecting cured products for defects, assigning grades and removing unacceptable items.
  • Observed continuous operation of automatic machines to guarantee products met specifications and to detect jams or malfunctions, making adjustments as necessary.
  • Contacted supervisor with detailed reports on equipment requiring advanced repairs to obtain quick resolutions and return machinery back to optimal performance levels.
  • Observed manufacturer instructions when operating plastic molding and casting machines to optimize quality.
  • Conducted routine preventive maintenance on production equipment to help maintain durability and functionality of each machine.

Mold Maintenance Technician

Philinak Industries
03.2006 - 02.2008
  • Observed continuous operation of automatic machines to guarantee products met specifications and to detect jams or malfunctions, making adjustments as necessary.
  • Contacted supervisor with detailed reports on equipment requiring advanced repairs to obtain quick resolutions and return machinery back to optimal performance levels.
  • Observed manufacturer instructions when operating plastic molding and casting machines to optimize quality.
  • Conducted routine preventive maintenance on production equipment to help maintain durability and functionality of each machine.

Education

Associate of Science - Health Sciences

Lipa City Colleges
Lipa, Batangas
04.2004

Vocational - Fitter Machinist

Don Bosco College
Canlubang, Laguna
06.2002

Skills

  • Account Management
  • Call Center Operations
  • Handling Escalations
  • Workflow Management
  • Issue Resolution
  • Customer Relations
  • Product Knowledge
  • Problem-Solving
  • Technical Support
  • Training and Mentoring
  • Customer Service
  • Employee Scheduling

Timeline

Customer Service Manager

1320 International, LLC
02.2016 - Current

Technical Support Representative

Alorica
03.2014 - 02.2016

Mold Maintenance Technician

Cybermann Industrial Corporation
06.2008 - 12.2008

Technical Support Representative

TTEC
04.2008 - 01.2014

Mold Maintenance Technician

Philinak Industries
03.2006 - 02.2008

Associate of Science - Health Sciences

Lipa City Colleges

Vocational - Fitter Machinist

Don Bosco College

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Andrew Antaran