Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Additional Information
Interests
Timeline
Hi, I’m

Glezel Delos Santos

Commercial Support Specialist
Quezon City, Metro Manila
Glezel Delos Santos

Summary

Dynamic Professional Support Specialist with a proven track record in delivering exceptional client assistance and resolving complex issues across diverse industries, particularly within the BPO sector. Recognized for fostering strong collaboration and achieving results in team-oriented environments while excelling in troubleshooting, communication, and conflict resolution. Committed to enhancing customer satisfaction and driving company success through a relentless focus on quality, efficiency, and process optimization. Articulate and enthusiastic, with a passion for cultivating partnerships that contribute to sustainable business growth.

Overview

2
Languages
27
years of professional experience

Work History

360training.com
Taguig, City

Commercial Support Specialist
05.2019 - Current

Job overview

  • Addressed customer service inquiries and request from end users via Telephone, E-mail & Chat quickly, and accurately in a polite manner.
  • Assist Customer On Boarding LMS Demonstrations/Turn-Key LMS Integrations Solutions.
  • Assist with Acquisitions & Integrations.
  • Configuration of LMS Accounts & update entitlements after relevant approvals.
  • Maintained outstanding customer relationships by providing excellent support and resolving issues promptly and effectively.
  • Building rapport and elicit problem details from customers.
  • Prioritize and schedule problems. Escalate problems by creating JIRA Tickets or Salesforce Cases.
  • Performing post-resolution follow-ups to ensure client needs were fully met.
  • Resolve issues in real-time that can be resolved using back-office applications.
  • Adhering to the established process and ensure it is fully executed.
  • Logged customer feedback in line with the process to help businesses improve products and services.
  • Entered and updated customer account data, maintaining accurate and up-to-date records to make information easily accessible.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
  • Collaborated with cross-functional teams to develop and implement effective support strategies.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
  • Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
  • Facilitated smooth software migrations for customers, ensuring minimal disruption and high satisfaction.
  • Led workshops for users on new features and best practices, increasing customer engagement and product utilization.
  • Collaborated with development team to report bugs and suggest improvements, leading to more reliable software releases.
  • Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
  • Provided detailed reports on support activities and outcomes, enabling strategic improvements in service delivery.
  • Simplified user guides and FAQ sections, making it easier for customers to find solutions independently.
  • Conducted data entry to keep spreadsheets up to date.
  • Monitored data priorities and processed critical tasks to meet stringent deadlines.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Optimized use of support tools and resources to reduce waste and increase productivity.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Consistently getting a 100% required metrics.

EXL Service Philippines
Pasay City

Senior Associate and POC Assistant Manager
04.2013 - 01.2019

Job overview

  • Worked as a customer Service Associate for 2 years and eventually was transferred to the semi-back office work (outbound calls) for transfer of assets (Prudential)
  • A year later, I was assigned to be the POC Assistant Manager of the Transfer of Assets process (worked as backup POC and Quality Analyst).
  • Mentored junior associates, fostering professional growth and helping them reach their full potential.
  • Trained and supported new team members, maintaining culture of collaboration.
  • Responsible for business communication, plans and weekly reporting with our onshore client (Prudential).
  • Created comprehensive reports and delivered presentations to high-level clients.
  • Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
  • Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
  • Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
  • Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
  • Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.

SAMBA Enterprises, LLC
Makati City

Customer Service Representative (Work at Home)
04.2011 - 01.2013

Job overview

  • Performed inbound and outbound calls regarding product and services
  • Handled product and billing inquiries, troubleshooting, customer complaints, and refunds
  • Completed SEO tasks, marketing materials, and admin tasks.
  • Addressed customer service inquiries quickly and accurately.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maximized customer satisfaction by resolving service issues promptly.
  • 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.
  • With 100% call rate and impressive metrics.

OPEN ACCESS MARKETING
Makati City

Customer Service Representative
01.2011 - 04.2011

Job overview

  • Provided information regarding educational programs among customers in North America.
  • Attracts customers by answering product and service questions; and suggested information about other products and services.
  • Generates high percentage of sales and customer service.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
  • Addressed customer service enquires quickly and accurately.
  • Assisted in fulfillment of customer orders placed in person, via email, online and by telephone.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • With 100% call rate and impressive metrics.

SUTHERLAND Global Services
Pasay City

Customer Service Representative
01.2008 - 12.2010

Job overview

  • Resolves product or service problems by clarifying the customer's complaints; determining the cause of the problem and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution.
  • Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Built rapport with customers through courteous and professional communications.
  • Assisted customers with product-related questions, feedback and complaints.
  • Maximized customer satisfaction by resolving service issues promptly.
  • 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.
  • With 100% call rate and impressive metrics.

INTERNET ONLINE SCHOOLS
Camarines Sur

Online English Teacher for Korean Students
06.2008 - 06.2009

Job overview

  • Handled group and one on one class for Korean students for different subjects.
  • Plan, prepare and deliver instructional activities that facilitate active learning experiences.
  • Observe and evaluate student's performance and development
  • Identify and select different instructional resources and methods to meet students' varying needs.
  • Use relevant technology to support instruction
  • Maintain accurate and complete records of students' progress and development.
  • Prepared lessons on a variety of English topics, including reading, writing and speaking.
  • Created effective teaching strategies for students based on individuals needs to ensure learning development.
  • Worked with students between ages [7] and [12] on grammar, pronunciation and sentence construction.
  • Boosted student confidence through tailored feedback and individualized support in areas of improvement.
  • Enhanced students'' language skills by focusing on reading, writing, speaking, and listening activities.
  • Developed strong rapport with students, fostering a positive and supportive virtual classroom environment conducive to learning.
  • Utilized multimedia resources to enhance lessons and reinforce key concepts for better retention of knowledge.
  • Used pre-written curriculum to teach students English via remote video conferencing.
  • Incorporated diverse teaching strategies to accommodate various learning styles and engage all students in the material effectively.
  • Maintained accurate records of student performance data and communicated regularly with parents or guardians regarding progress updates, challenges faced, and plans for improvement.
  • Designed engaging lesson plans based on individual student needs to maximize academic success and personal growth.
  • Emphasized critical thinking skills by challenging students with thought-provoking questions related to course topics during lessons.
  • Reviewed homework assignments to better gauge students' learning progress and grasp of new concepts.
  • Collaborated with fellow teachers to develop innovative teaching methods and share best practices for online learning environments.
  • Monitored student progress through regular assessments, providing constructive feedback to ensure continuous improvement.
  • Adapted instructional techniques in real-time based on student engagement levels, ensuring optimal comprehension of material throughout each session.

PRODUCERS BANK
Camarines Sur

Account Officer / Micro-lending Staff
03.2004 - 05.2006

Job overview

  • Recruited & conducted training seminars for clients for Micro-lending.
  • Conducted character and background investigation.
  • Maintained 300 accounts with a quality loan portfolio.
  • Processed loan documents and kept loan records.
  • Handled almost 4 million amount of PN/loans.
  • Efficiently and proactively managed client communications regarding account information, payments, and other financial questions.
  • Communicated and resolved disputes with clients regarding outstanding invoices, payments and adjustments.
  • Updated general ledger of accounts with current, accurate and industry-compliant data to meet all internal and external audit requirements.
  • Developed strong relationships with external partners such as banks and vendors to facilitate smooth transaction processing on behalf of the company.
  • Supported month-end closing process by preparing comprehensive journal entries and adjusting balances as necessary.
  • Maintained strict confidentiality of sensitive financial information, ensuring the protection of company assets and maintaining a high level of professional integrity.
  • Maintained accurate financial records, contributing to company growth by enabling informed decision making.
  • Improved financial accuracy by streamlining accounts payable and receivable processes.
  • Reduced discrepancies in financial statements through meticulous data entry and record-keeping practices.
  • Contributed to successful year-end audits through diligent documentation maintenance and collaborative communication with auditors.

CERAMIC PLAZA
Makati City

Administrative Officer
07.2001 - 05.2002

Job overview

  • Monitored all incoming & outgoing business information/transactions.
  • Controlled or Monitored stock and supplies to meet office needs and purchased office supplies accordingly.
  • Offered high levels of administrative support to managers, ensuring the smooth running of company operations.
  • Handled daily office activities, including data entry and database auditing, maintaining smooth operations.
  • Streamlined office processes by implementing efficient administrative systems and procedures.
  • Maintained accurate records and archives to ensure easy access to essential information for management decisions.
  • Assisted in the development and implementation of company-wide policies and procedures to improve efficiency and maintain regulatory compliance.
  • Reduced workload for senior staff by handling routine tasks such as correspondence, scheduling, and document preparation.
  • Served as liaison between employees and management to address workplace issues effectively while maintaining confidentiality when necessary.
  • Notified proper authorities and leadership in emergency situations.
  • Managed office budget, tracking expenses and optimizing resource allocation for cost efficient.
  • Oversaw facility maintenance activities, coordinating repairs and upgrades to create a safe and comfortable workspace.

LIBERTY COMMERCIAL CENTER
Naga City

Customer Service/Store Operation & Monitoring Unit
09.1999 - 06.2000

Job overview

  • Store Operation & Monitoring Unit, Performed customer service tasks and maintained weekly and monthly surveys about customer-related concerns.
  • Conduct company and Sales training; monitor store operation.
  • Engaged employees in new learning and development schemes.
  • With 100% call rate and impressive metrics.

Education

Hola Amigos
Mandaluyong City, 00

Diploma from Spanish Language

University Overview

  • Coursework in Spanish Language

Ateneo de Naga University
Naga City

Master of Arts from Psychology, Guidance Counseling

University Overview

  • Major in Guidance Counseling at Ateneo de Naga University with 9 units

University of Saint Anthony
Iriga City, Province Of Camarines Sur, Philippines

Bachelor of Arts from Psychology, Guidance Counseling
04-1999

University Overview

  • Method of Teaching (LET Passer)

Skills

Telemarketing expertise

Client relationship management

Remote administrative support

Ticket resolution oversight

Customer service expertise

Workforce development

Issue escalation management

Technical problem-solving

Accurate recordkeeping

Accurate data entry

Effective client communication

Effective issue escalation

Documentation expertise

Telecommunications expertise

Collaborative project management

Effective written communication

Detail-oriented approach

Analytical problem-solving

Microsoft Windows proficiency

Customer service specialist

Collaborative teamwork

Network issue resolution

Effective time management

Critical analysis

Call handling expertise

Strong verbal communication

Effective multitasking

Call management

Data collection

Empathy and patience

Training and coaching

Escalation handling

Telecommunications

Effective multitasking

Collaborative teamwork

Effective task prioritization

Analytical problem-solving

Accomplishments

Accomplishments
  • Best Performing Agent - June 2023 at 360training.com.
  • Transferred from Customer Service Specialist to Commercial Support Specialist
  • Managed to level up from Customer Service Associate to POC Assistant Manager of Transfer of Assets.
  • Consistently getting a top performer or best representative awards.
  • Consistently getting impressive performance rating.

Affiliations

Affiliations
  • Licensed Secondary Teacher (Licensure Exam for Teacher)

Additional Information

Additional Information
  • Character References: Available upon request

Interests

Traveling and experience new culture

Timeline

Commercial Support Specialist
360training.com
05.2019 - Current
Senior Associate and POC Assistant Manager
EXL Service Philippines
04.2013 - 01.2019
Customer Service Representative (Work at Home)
SAMBA Enterprises, LLC
04.2011 - 01.2013
Customer Service Representative
OPEN ACCESS MARKETING
01.2011 - 04.2011
Online English Teacher for Korean Students
INTERNET ONLINE SCHOOLS
06.2008 - 06.2009
Customer Service Representative
SUTHERLAND Global Services
01.2008 - 12.2010
Account Officer / Micro-lending Staff
PRODUCERS BANK
03.2004 - 05.2006
Administrative Officer
CERAMIC PLAZA
07.2001 - 05.2002
Customer Service/Store Operation & Monitoring Unit
LIBERTY COMMERCIAL CENTER
09.1999 - 06.2000
Hola Amigos
Diploma from Spanish Language
February 05, 2019
Ateneo de Naga University
Master of Arts from Psychology, Guidance Counseling
01.2017
University of Saint Anthony
Bachelor of Arts from Psychology, Guidance Counseling
01.1999

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Glezel Delos SantosCommercial Support Specialist