Daniel Emmanuel N. Clarin
Summary
Dedicated Customer Service Professional experienced in enhancing user satisfaction through innovative problem-solving and empathetic support. Improved operational efficiency by implementing strategic approaches to complaint handling and data management, leveraging analytical thinking and interpersonal skills. Committed to developing problem-solving and communication skills in Virtual Assistant or related roles while contributing to team success.
Overview
11
11
years of professional experience
Work History
Financial Customer Support
Sutherland
Angeles , Philippines
08.2025 - 03.2026
- Investigated fraudulent activities impacting client accounts, safeguarding client assets and trust.
- Utilised CRM systems to manage customer profiles, reversing transactions, handling disputes, and initiating ticket requests for fraudulent activities, enhancing customer support efficiency.
- Resolved complex currency movement scenarios for clients, ensuring compliance and client satisfaction.
- Proficient in assisting customers manage their accounts by giving them guidance on how to navigate through their apps more efficiently and providing tips on how to better secure their accounts.
- Provided support in financial planning and analysis, including investment appraisal and risk assessment.
Customer Support Representative
TaskUs
07.2024 - 11.2024
- Resolved customer complaints by identifying and prioritising technical issues for timely escalation.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Improved customer satisfaction by promptly addressing concerns and delivering accurate information.
- Addressed customer questions and issues by analysing needs and implementing effective solutions.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Supported sales efforts by offering knowledgeable insights into product offerings during upselling opportunities.
Discord Moderator
Freelance
ANGELES
04.2023 - 07.2024
- Consistently enforced community guidelines through fair application of disciplinary actions such as warnings or temporary bans.
- Collaborated with fellow moderators to foster a safe, inclusive online environment for users, enhancing community trust and participation.
- Enhanced user experience by addressing and resolving conflicts in online forums.
- Boosted community engagement through timely responses to comments and inquiries.
- Reviewed and approved content submissions per established policies, ensuring consistent quality control across all channels and promoting user satisfaction.
- Mentored junior moderators, offering guidance on policy interpretation and conflict resolution tactics.
- Adhered to confidentiality standards when handling sensitive user information or disputes, ensuring user trust and compliance with privacy regulations.
Technical Support Representative
Majorel
ANGELES
09.2022 - 04.2023
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed ticketing systems to process support actions and requests while handling 35-50 incoming chats daily and assisting 3 or more customers concurrently.
- Documented customer interactions in case management system, maintaining comprehensive records for future reference.
Technical Support Representative
Concentrix
12.2021 - 06.2022
- Provided remote assistance to customers with technical difficulties, guiding them through resolutions to ensure successful outcomes.
- Resolved complex technical problems using effective troubleshooting techniques, improving user experience satisfaction.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Used ticketing systems to manage and process support actions and requests.
- Implemented customer feedback to enhance quality of support services delivered by team, fostering a more responsive support environment.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
Customer Support Representative
VXI Global Holdings
08.2019 - 02.2021
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Managed high call volumes while maintaining quality standards, ensuring prompt resolution of customer inquiries.
- Resolved customer complaints by identifying, prioritising and escalating technical issues to ensure timely resolution.
- Utilized CRM tools to track customer interactions and maintain records.
- Presented process improvement ideas at team meetings, enhancing overall departmental effectiveness and customer satisfaction.
Lead Generation Manager
Angkor Call Center
11.2016 - 07.2019
- Increased sales pipeline growth by developing targeted messaging and content for prospect engagement.
- Enhanced lead generation strategies by implementing innovative marketing campaigns and refining targeting techniques.
- Optimized conversion rates by analyzing performance metrics and modifying outreach tactics accordingly.
- Streamlined lead nurturing processes using automation tools to enhance engagement and reduce manual workload.
- Improved response times by streamlining internal workflows related to lead qualification and follow-up activities.
- Contributed to revenue growth by establishing partnerships with complementary businesses, facilitating new client referrals from partner networks.
- Trained and mentored team members in lead generation best practices, enhancing team capabilities and performance.
- Built a high-performing team of lead generation specialists through rigorous recruitment, training, and ongoing development efforts.
- Continuously improved lead generation strategies by staying informed of industry trends, competitor actions, and emerging best practices.
- Elevated brand awareness among target audiences through strategic social media management and targeted content creation.
Lead Generation Specialist
Angkor Call Center
08.2015 - 11.2016
- Managed multiple lead generation channels simultaneously, ensuring consistent results across all platforms.
- Implemented CRM system to streamline lead management, improving organisation and driving efficiency in processes.
- Evaluated performance metrics to optimise lead generation tactics, ensuring sustained growth and success in role.
- Utilised data analysis tools to identify trends in lead behaviour, adjusting marketing strategies to enhance engagement.
Education
Bachelor of Science - Tourism And Hospitality Management
Cambodian Mekong University
Siem Reap Cambodia11-2019
Skills
System configuration
Analytical thinking
Interpersonal skills
Attention to detail
Virtual customer engagement
Active listening
Empathetic communication
Problem-solving abilities
Software troubleshooting
Financial data analysis
Report generation
Complaint handling
Customer service efficiency
Timeline
Financial Customer Support
Sutherland
08.2025 - 03.2026
Customer Support Representative
TaskUs
07.2024 - 11.2024
Discord Moderator
Freelance
04.2023 - 07.2024
Technical Support Representative
Majorel
09.2022 - 04.2023
Technical Support Representative
Concentrix
12.2021 - 06.2022
Customer Support Representative
VXI Global Holdings
08.2019 - 02.2021
Lead Generation Manager
Angkor Call Center
11.2016 - 07.2019
Lead Generation Specialist
Angkor Call Center
08.2015 - 11.2016
Bachelor of Science - Tourism And Hospitality Management
Cambodian Mekong University