Jan Michael Chu
Tenet GBC – Five/NEO
Quezon City
13
Years of experience
Experienced professional in operations, quality assurance, and leadership. Skilled in customer service across multiple channels, with strong administrative and technical proficiency. Well-suited for dynamic roles requiring operational excellence, compliance, and team leadership.
Work History
Management Trainee/ Operations Team Leader
1 Year 11 Months- Review patient records and extract key clinical data for reporting, compliance, and research. Ensure accuracy, completeness, and confidentiality of abstracted information. Enter data into registries and databases with precision.
- Lead and coach team members, set performance goals, and conduct regular reviews. Manage scheduling, attendance, and team meetings to drive productivity.
Operations Team Leader
3 Years 11 Months- Supervised HIPAA Reviewers and Redaction team, ensuring compliance and quality. Conducted candidate assessments and interviews for hiring decisions. Monitored KPIs, provided coaching, and implemented performance improvement plans. Built strong client relationships, handled escalations, and reported metrics. Drove process improvements and quality assurance initiatives.
Branch Officer-In-Charge
1 Year 11 Months- Directed branch operations including customer service, HR, and sales. Managed budgets, achieved performance goals, and trained staff. Addressed student and teacher concerns, ensuring satisfaction. Strengthened branch reputation through networking and compliance.
Customer Service Representative
1 Year 1 Month- Resolved complaints, processed requests, and ensured customer satisfaction. Maintained accurate records of interactions and transactions. Handled customer inquiries via email, chat, and phone.
Customer Service Representative
6 Months- Resolved complaints, processed requests, and ensured customer satisfaction. Maintained accurate records of interactions and transactions. Handled customer inquiries via email, chat, and phone.
Customer Care Specialist
11 Years 7 Months- Processed orders, refunds, and coordinated with colleagues. Recorded interactions and transactions for documentation. Responded promptly to inquiries and resolved complaints.
Education
Mass Communication Technology
Secondary Education
Skills
Operational Leadership: Managing high-performing teams
workforce scheduling
and maintaining service level agreements (SLAs).
Performance Analytics: Data-driven decision-making (KPIs: CSAT
NPS
FCR
AHT) to identify trends and improve service delivery.
People Development: Coaching
training
and talent retention through structured feedback and professional development programs.
Process Improvement: Analyzing workflows to identify bottlenecks
reducing operational costs
and enhancing end-to-end efficiency.
Stakeholder Management: Driving cross-functional collaboration to resolve technical issues and advocate for customer-centric process enhancements.
Timeline
Management Trainee/ Operations Team Leader
Tenet GBC – Five/NEO
07.2024 - CurrentRead More
Operations Team Leader
ScanStat Department – iFive Inc.
01.2020 - 12.2023Read More
Branch Officer-In-Charge
JLTC Language Training Center
02.2018 - 01.2020Read More
Customer Service Representative
Lyft – 24/7 Intouch
06.2016 - 07.2017Read More
Customer Service Representative
Telus International
05.2015 - 11.2015Read More
Customer Care Specialist
Concentrix UP Ayala Technohub
05.2013 - 12.2024Read More
New Era High School
Secondary Education
Read More
La Verdad Christian College
Mass Communication Technology
Read More