MS Office
BRYAN JOSEF PANGAN
Business Process Outsourcing
San Mateo
Summary
Forward-thinking Operations Specialist bringing 8 years of expertise in Supervising, Technical Support, Customer Care and Handling Escalations for Business Process Outsourcing sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in any MS Office works and admin tasks such as working escalation, read out, scrubbing, quality and RCA.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
7
7
years of professional experience
Work History
Subject Matter Expert
Inspiro Relia Inc
05.2017 - 01.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
Customer Care Representative
Concentrix
08.2023 - 02.2024
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
Senior Subject Matter Expert
Teleperformance
01.2022 - 08.2023
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
Tier 1, Tier 2, Tier 3 and Team Leader
Transcom
02.2020 - 01.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Customer Care Representative
Intouch CX
02.2024 - 06.2024
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Navigated multiple computer systems and applications to find information.
Customer Care Representative
Afni Inc, Verizon
08.2024 - Current
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Navigated multiple computer systems and applications to find information.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Education
Bachelor of Science - Secondary Education
University of Manila
677 M. V. Delos Santos 1008 Manila Metro Manila 04.2001 -
Skills
Ability to work on open possibilities and being flexible/versatile time to work and other non-scope related work
Ability to work on own initiative and to handle own pressure
Basic and advanced computer software skills; Microsoft Office-Word, Power Point, Excel
Can handle most escalations, irate customers and customer complaints
Ability to work on time and submit all reports in a timely manner
Never been late was able to come and work as early before the
Ability to work under pressure and multiple admin tasks that can be submitted on time
Training and mentoring
Strategic Thinking
Creative solutions
Strong analytical skills
Innovative Mindset
Problem-solving abilities
Educationalattainment
The University of Manila, 546 M.V Delos Santos St., Sampaloc, Manila, Bachelor of Secondary Education, Mathematics, 2016-2017, Juan Sumulong High School, 18th Ave. Cubao, Quezon City, 2012-2013, Pura V. Kalaw Elementary School, Salallila Street Proj. 4, Quezon City, 2008-2009
Applicantsignature
PANGAN, BRYAN JOSEF M.
Personal Information
- Age: 27 yrs old
- Place of Birth: Quezon City
- Marital Status: Single
- Religion: Roman Catholic
Disclaimer
I hereby that the said information above is true and correct that accords to my knowledge, skills and values that could benefited to my career and to my very soon administrators.
Accomplishments
- Supervised team of numerous number of team members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Additional Information
Tertiary:
The University of Manila
546 M.V Delos Santos St.
Sampaloc, Manila
Bachelor of Secondary Education
Major in Mathematics
2016-2017
Secondary:
Juan Sumulong High School
18thAve. Cubao, Quezon City
2012- 2013
Primary:
Pura V. Kalaw Elementary School
Salallila Street Proj. 4, Quezon City
2008-2009
Software
Languages
English
Intermediate (B1)
Interests
Volleyball
Volleyball
- Playing inter Barangay Leagues
- BPO Classics and Olympics
- Sportsfest
- Intersite Volleyball Leagues
Timeline
Customer Care Representative
Afni Inc, Verizon
08.2024 - Current
Customer Care Representative
Intouch CX
02.2024 - 06.2024
Customer Care Representative
Concentrix
08.2023 - 02.2024
Senior Subject Matter Expert
Teleperformance
01.2022 - 08.2023
Tier 1, Tier 2, Tier 3 and Team Leader
Transcom
02.2020 - 01.2022
Subject Matter Expert
Inspiro Relia Inc
05.2017 - 01.2020
Bachelor of Science - Secondary Education
University of Manila
04.2001 -