Jan Michael Gimena
Cainta
Summary
I have been working in Customer Service for 15 years and I am very well versed with delivering excellent customer service to various types of clients and demographics. I am very flexible with work schedules and adaptable to work changes. I am a fast learner and can easily adjust to metric and score card changes.
I have experienced providing service to clients from several fields, from technical, billing, sales and financial services. Having a Technical background, I have developed an excellent troubleshooting communication that makes it easier for my clients and for me to fix technical issues easily.
Working on a Financial Institution made me an expert with Banking protocols and account information verification that helps the Bank and Client's Security a priority. I have worked with several managers and supervisors with different approaches that made me more very easy to work with and can handle work under pressure. I can manage my time very efficiently.
I work hard to follow guidelines and be a team player to meet metrics not just for me, but for the company's benefit. I value my work and I am very open to coaching and feedbacks.
Overview
2025
2025
years of professional experience
Work History
Customer Care Professional
Concentrix formerly IBM Global Process Services
- Works on a shifting graveyard schedule
- Meets productivity requirement (AHT, Customer Satisfaction, Compliance and Attendance) as required by the client
- Understands client requirements and operates within client’s policy
Subject Matter Expert / Mentoring Program
Concentrix formerly IBM Global Process Services
- Giving assistance for newly hired agents and enhance their skills
- Mentor of new hire employees for info-assist and discuss product knowledge, strengths and areas for improvement
- Monitor phone calls, coach and give real time feedback
Subject Matter Expert
Citigroup Business Process Solutions
06.2016 - Current
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Boosted team morale and productivity through effective leadership and clear communication.
- Generated reports detailing findings and recommendations.
- Maintained database systems to track and analyze operational data.
Senior Customer Care Specialist
Concentrix formerly IBM Global Process Services Philippines Inc.
06.2010 - Current
- Company Overview: United Airlines - Mileage Plus Frequent Flyer Program
- Ensure delivery of excellent customer service through fast and accurate processing of request, communication and coordinating with other departments to resolve inquiries
- Build and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty
- Strive for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues
- Communicate with existing and new customers regarding general services inquiries and promotion of products and services
- United Airlines - Mileage Plus Frequent Flyer Program
Education
Bachelor of Science - Information Technology
Central Colleges of the Philippines
01.2010
Languages
Filipino
English
Personal Information
Date of Birth: 01/27/89
Timeline
Subject Matter Expert
Citigroup Business Process Solutions
06.2016 - Current
Senior Customer Care Specialist
Concentrix formerly IBM Global Process Services Philippines Inc.
06.2010 - Current
Customer Care Professional
Concentrix formerly IBM Global Process Services
Subject Matter Expert / Mentoring Program
Concentrix formerly IBM Global Process Services
Bachelor of Science - Information Technology
Central Colleges of the Philippines
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