Jethro Isanan
Cebu City
Summary
Results-driven customer experience professional with over 8 years of progressive expertise in customer support, agent development, and team leadership. Proven success in managing teams to enhance performance and drive exceptional customer satisfaction. Strong passion for mentoring, solving complex problems, and cultivating robust customer relationships fuels a commitment to excellence. Adaptability, attention to detail, and a proven ability to thrive in fast-paced environments contribute to achieving organizational goals.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Concentrix
Cebu City
09.2016 - 07.2020
- Handled customer inquiries, complaints, and service requests via multiple channels (phone, email, chat).
- Achieved high satisfaction scores through active listening, empathy, and effective problem resolution.
- Documented customer interactions accurately in CRM tools and followed up on unresolved issues.
Development Specialist
Concentrix
- Facilitated skills development and product training for new and existing agents to enhance service quality.
- Analyzed performance trends and provided data-driven coaching to improve individual and team metrics.
- Supported the transition of new hires from training to production with hands-on guidance and support.
Team Captain
Concentrix
- Supervised a team of 13 customer service agents, ensuring high performance through daily coaching, quality monitoring, and regular feedback.
- Monitored key performance indicators (KPIs) such as customer satisfaction, average handling time, and resolution rate.
- Conducted performance evaluations and implemented action plans to support continuous improvement.
- Collaborated with other departments to escalate and resolve customer issues efficiently.
- Developed and delivered team training sessions to improve product knowledge and communication skills.
Retention Associate
XtendOps
Cebu City
01.2022 - Current
- HELLOFRESH ACCOUNT
- Build and maintain strong relationships with existing customers to ensure satisfaction and loyalty.
- Identify at-risk customers and implement retention strategies to improve customer engagement and reduce churn.
- Collaborate with sales, support, and product teams to resolve customer issues and improve the customer experience.
- Analyze customer feedback and usage patterns to identify trends and opportunities for retention improvement.
- Execute outbound communication campaigns via email, phone, or chat to engage with customers.
- Maintain accurate and up-to-date records of customer interactions in CRM systems.
- Provide feedback to management on recurring issues and process improvements.
- Support renewal and upsell efforts where appropriate.
Customer Resolution Associate
XtendOps Philippines Inc.
Cebu City
01.2022 - 06.2026
- HELLOFRESH ACCOUNT
- Handled escalated customer concerns through phone, chat, and email with a focus on resolution and customer satisfaction.
- Took supervisory calls to resolve complex or unresolved issues passed from frontline agents.
- Conducted audits of invalid call/chat/email transfers from Customer Service to ensure proper escalation protocols were followed.
- Provided feedback and coaching insights to frontline teams based on audit findings.
- Maintained high standards in documentation, empathy, and resolution time across all customer interactions.
Education
Bachelor's - Hotel Restaurant management
northwest samar state university
Calbayog City, Samar03.2010
Skills
- Team Leadership & Coaching
- Customer Retention & Engagement
- Performance Management
- Communication & Interpersonal Skills
- Conflict Resolution
- Training & Development
- Data Analysis & Reporting
- Time Management
- Problem-Solving
- Phone etiquette
- Communication skills
- Computer skills
- English
- Customer service
- Time management
- Sales
Likes
- Coaching and helping others grow
- Solving customer problems efficiently
- Creating a positive team culture
- Working in structured yet collaborative environments
Dislikes
- Poor communication within teams
- Lack of clear goals or direction
- Repetitive tasks with no opportunity for improvement
- Negative work environments
Section name
Willing to relocate: Anywhere
Timeline
Retention Associate
XtendOps
01.2022 - Current
Customer Resolution Associate
XtendOps Philippines Inc.
01.2022 - 06.2026
Customer Service Representative
Concentrix
09.2016 - 07.2020
Team Captain
Concentrix
Development Specialist
Concentrix
Bachelor's - Hotel Restaurant management
northwest samar state university