Summary
Overview
Work History
Education
Skills
Affiliations
References
Training
Timeline
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JAN-MER SANTOS

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 Designundefined

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
JAN-MER SANTOSClient Support Specialist