JAN-MER SANTOS
Client Support Specialist
Antipolo City
Summary
Seasoned customer service specialist with a background in providing advice on diverse customer situations. Personable Project Manager and Quality Analyst, successful at building strong professional relationships. Manages large and complex projects while maintaining high team morale and energy. Skilled mentor and mediator who excels at bringing out the best in team members. High-achieving management professional possessing excellent communication, organizational, and analytical capabilities. Devises innovative solutions to resolve business and technology challenges.
Overview
12
12
years of professional experience
Work History
Client Support Specialist
TGT/FirsFocus
10.2022 - Current
- Manage customer relations, overseeing the entire ticket lifecycle from triage to resolution
- Ensure timely and accurate resolution of customer issues while addressing feedback
- Conduct ticket audits, generate reports, and oversee ticket management
JR. Quality Analyst
TaskDrive
11.2021 - 08.2022
- Supported lead researchers in producing quality leads for clients
- Facilitated calibration calls to ensure team alignment on client profiles
- Assisted in training new lead researchers and prepared monthly reporting files
Customer Service Banker
ANZ
01.2021 - 08.2021
- Provided customer support for banking products and services, including technical assistance for online banking platforms
- From retail products to Credit card products
- Also handling basic technical support for our online banking and banking application.
Technical Support Specialist
Concentrix
01.2020 - 12.2020
- Assisted customers with level 1 technical inquiries, performing troubleshooting and providing solutions
- Performing basic troubleshooting and complex steps, if necessary to resolve customers' concerns.
Subject Matter Expert
Maersk
03.2019 - 08.2019
- Managed end-to-end shipment processes for the Vietnam cluster, including import and export operations
- Facilitated meetings with counterparts in Vietnam to identify process improvements and innovate procedures
- Create gap analysts and reports that will be beneficial to the country's production.
Quality Analyst
Accenture
03.2015 - 03.2019
- Handled high-value accounts as a Case Manager and served as Program and Project Management for finance and accounting projects
Escalation Resolution Team Specialist
Acquire
08.2013 - 02.2015
- Resolved high-level customer service cases as an escalation officer
Collections Specialist & Junior Team Leader
Expert Global Solution
06.2012 - 06.2013
- Managed collections and served as an apprentice team leader
Education
High School Diploma -
Roosevelt College Cainta Rizal
Bachelor of Science: Information System - undefined
St Paul University Quezon City
Skills
Excel in Management, Management Information System, Executive Information System, Systems Analysis, and DesignChange managementReports generation and analysis
Customer Relationship Management (CRM)
Key Management System
Technical Support and Assistance
Process improvement specialist
Quality Assurance Capabilities
Team Leadership
Affiliations
- Information Technology and Information Management Society 2006-2010
- JPCS 2008-2011
References
- Ray Villacarlos (Art Director), 30 Capt. Miyong St. Sn Roque, Marikina City, 09178977170
- Engr. Everly Oliveros, Southeast shelter works Taytay, Rizal, 09174736626
- Jendee S. De Guzman (Unit Manager), 09178919672
Training
- Philippine Youth Congress in Information Technology, 2008
- VMware Virtualization Technology Seminar, 2009
- Game Design and Development, 2010
- Internal Drive Technology, 2010
- Internet Explorer 9.0, 2010
- Identity Theft: A Technological Inconvenience, 2010
- Hardware Cheats: how to Maximize your PC's Capacity, 2010
- Cyber Crime, 2010
- Tech Tutor 3: Paradigm Shift in ICT Learning to Reach the Unreached, 2011
Timeline
Client Support Specialist
TGT/FirsFocus
10.2022 - Current
JR. Quality Analyst
TaskDrive
11.2021 - 08.2022
Customer Service Banker
ANZ
01.2021 - 08.2021
Technical Support Specialist
Concentrix
01.2020 - 12.2020
Subject Matter Expert
Maersk
03.2019 - 08.2019
Quality Analyst
Accenture
03.2015 - 03.2019
Escalation Resolution Team Specialist
Acquire
08.2013 - 02.2015
Collections Specialist & Junior Team Leader
Expert Global Solution
06.2012 - 06.2013
High School Diploma -
Roosevelt College Cainta Rizal
Bachelor of Science: Information System - undefined
St Paul University Quezon City