Christian Dave Mah
Cabatuan
Summary
Customer Service Professional with 8 years of BPO experience and a Bachelor’s degree since 2016. Currently a Supervisor (2021–present), leading teams, coaching staff, and driving service excellence. Formerly a Customer Experience Analyst (2020), skilled in performance analysis and quality improvement. Strong background in client support, team leadership, and delivering exceptional customer satisfaction.
Overview
8
8
years of professional experience
Work History
Supervisor
Telus Digital Philippines
Iloilo
01.2021 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Customer Experience Analyst
Telus Digital Philippines
Iloilo, Philippines
08.2020 - 01.2021
- Collaborated with cross-functional teams to address systemic issues impacting the customer experience.
- Analyzed customer feedback to identify trends and make recommendations for process improvements.
- Implemented ongoing follow-up procedures with customers post-resolution, confirming long-term satisfaction while maintaining open lines of communication for future needs.
- Developed training materials to ensure consistent delivery of exceptional customer service across the team.
- Implemented quality assurance measures to maintain high standards in all aspects of the customer journey.
- Conducted root cause analysis on recurring issues, driving proactive solutions that reduced future occurrences.
Customer Service Representative
Telus Digital Philippines
Manila, Philippines
07.2018 - 08.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
SPI Global
Iloilo, Philippines
03.2017 - 05.2018
Education
Bachelor of Science - Information Technology
West Visayas State University
Iloilo, Philippines06.2016
Skills
- Training and mentoring
- Excellent Customer service
- Data Analysis
- Team Management
- Employee Engagement
- Conflict Resolution
- Data Entry Skills
- Performance Metrics
- Customer Relationship Management
- Quality Audits
Languages
English
Advanced (C1)
Timeline
Supervisor
Telus Digital Philippines
01.2021 - Current
Customer Experience Analyst
Telus Digital Philippines
08.2020 - 01.2021
Customer Service Representative
Telus Digital Philippines
07.2018 - 08.2020
Customer Service Representative
SPI Global
03.2017 - 05.2018
Bachelor of Science - Information Technology
West Visayas State University