IAN MARK JUSTIN M. DE GUZMAN
Tagaytay CIty
Summary
Results-driven professional with extensive experience in customer service and team leadership. Demonstrates expertise in training and mentoring, enhancing team performance, and implementing process improvements that drive efficiency and elevate client satisfaction.
Overview
12
12
years of professional experience
Work History
TEAM LEAD
INTOUCHCX
02.2022 - Current
- Streaming SERVICE PLATFORM
- Led daily operations for customer service teams at INTOUCHCX.
- Trained and mentored new team members in service protocols.
- Developed and implemented process improvements to enhance efficiency.
- Coordinated scheduling and resource allocation for multiple projects.
TEAM LEAD
TDCX PHILIPPINES
Quezon CIty
09.2020 - 12.2021
- Monitored key performance indicators to guide team actions.
- Collaborated with management to ensure client satisfaction standards were met.
- Resolved escalated customer issues through effective communication strategies.
DIRECTV AND ISM SUPERVISOR | PRODUCT TRAINER
VXI PHILIPPINES
Quezon CIty
06.2018 - 10.2020
- Recruited, hired, trained, mentored, coached, and evaluated staff.
- Trained new employees on procedures and best practices for customer service.
- Supervised daily operations and ensured team compliance with company policies.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Complied with company policies, objectives and communication goals.
SUPER AGENT
TELEPROT BUSINESS TECH SOLUTIONS INC.
03.2016 - 09.2017
- Managed customer inquiries regarding payment issues and concerns.
- Reviewed and reconciled payment records for discrepancies.
- Collaborated with finance team to streamline payment processing workflows.
- Utilized payment software to track and report transaction data.
- Processed incoming payment transactions efficiently and accurately.
BAND 4 CSR | ESCALATIONS
CONCENTRIX PHILIPPINES
Quezon CIty
05.2014 - 12.2015
- Managed customer escalations to ensure timely resolution of complex issues.
- Collaborated with cross-functional teams to streamline escalation processes and improve communication.
- Analyzed customer feedback to identify trends and recommend service improvements.
- Documented escalation cases in the CRM system for tracking and reporting purposes.
- Provided expert guidance to team members on effective problem-solving techniques.
Education
Bachelor - Banking and Finance
Polytechnic University of the Philippines
Manila01-2014
High School -
Sergio Osmeña Sr. High School
Quezon City01-2010
Elementary -
Masambong Elementary School
Quezon City01-2006
Skills
- Customer Experience Management
- Performance Analytics
- Process optimization
- Issue escalation management
- Customer support
- Team leadership
- Team Development Strategies
- Staff training
- Team collaboration
- Verbal and written communication
- Conflict resolution
- Time management
- Fast-paced adaptability
- Microsoft Office (Word, Excel, PowerPoint)
- Professionalism and Attention to Detail
- Staff training
Timeline
TEAM LEAD
INTOUCHCX
02.2022 - Current
TEAM LEAD
TDCX PHILIPPINES
09.2020 - 12.2021
DIRECTV AND ISM SUPERVISOR | PRODUCT TRAINER
VXI PHILIPPINES
06.2018 - 10.2020
SUPER AGENT
TELEPROT BUSINESS TECH SOLUTIONS INC.
03.2016 - 09.2017
BAND 4 CSR | ESCALATIONS
CONCENTRIX PHILIPPINES
05.2014 - 12.2015
Bachelor - Banking and Finance
Polytechnic University of the Philippines
High School -
Sergio Osmeña Sr. High School
Elementary -
Masambong Elementary School