Jan Michael Lumasag

• Oversee day-to-day operations and monitor 35 personnel.
• Coaching to team leads.
• Meet with department heads to provide updates.

• Managed customer communications, provided delivery updates, and processed refunds for damaged or missing orders at Moon Pals.
• Implemented a new customer feedback system to improve overall satisfaction and retention rates.
• Streamlined the customer service process, resulting in a 20% decrease in response time and an increase in customer satisfaction ratings.

• Screened potential tenants using SSS for criminal and eviction records to ensure a safe living environment.
• Communicated with owners and residents via SMS, Phone, and Email for maintenance and collections.
• Managed overall property operations for Memphis Passive in a remote setting.
• Coordinated with vendors and tenants to resolve maintenance-related concerns efficiently.

• Managed resident communications and coordinated vendor notifications, ensuring smooth move-ins and move-outs.
• Handled past-due rent calls, eviction notices, and inspection entry notifications.
• Collected and sent information to collections for outstanding payments.

• Developed and implemented engaging English lessons for Japanese students based on company curriculum.
• Facilitated free discussions to improve students' English conversation skills and confidence.

• Provided troubleshooting steps with screenshots to customers via email and live chat.
• Offered step-by-step instructions to assist customers with technical issues.
• Ensured customer satisfaction by resolving inquiries promptly and efficiently.

• Managed a team of customer service representatives to handle escalated calls and improve customer satisfaction.
• Analyzed team performance metrics and provided coaching to enhance individual members' skills.
• Implemented strategies to streamline processes and increase efficiency in customer issue resolution.

• Provided premium customer service by troubleshooting tech problems and offering additional support with a warranty.
• Handled inbound calls from customers efficiently and effectively.
• Collaborated with team members to ensure customer satisfaction and problem resolution.