John Ray Arellano
Davao City, Province of Davao del Sur
Summary
Dynamic and results-driven professional with over 6 years of BPO experience, specializing in customer support across voice, chat, and email channels, as well as insurance sales, appointment setting, and technical troubleshooting. Recognized as a Subject Matter Expert (SME) for exceptional performance and leadership skills. Proven track record as a Virtual Assistant and Transportation Operator, effectively supporting ride operations throughout the USA and Canada, with a strong focus on dispatch coordination, administrative support, and enhancing customer engagement. Committed to delivering high-quality service and fostering positive client relationships in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Transportation Operator Associate
GoGoGrandparent
Remote
11.2025 - Current
- Assisted 30 to 40 customers daily in using GoGo Technologies tools for project collaboration, ensuring smooth onboarding and resolving issues. Facilitated team communication through Slack, improving coordination and response times across projects. Supported data management and basic analysis using Excel and Sling, helping improve overall operational efficiency.
Chat Support Representative
Flatworld Solutions
Davao City, Province Of Davao Del Sur, Philippines
05.2023 - 04.2025
- Handled 30 to 50 customer inquiries daily through email and chat, resolving issues efficiently and improving customer satisfaction. Used Zendesk, Hydra, Slack, and Outlook to manage support tasks and streamline communication. Collaborated with team members to reduce response times, maintain high service quality, and support daily operations.
Email Associate
Virtual Assistant (Freelance)
Remote
01.2023 - 06.2023
- Handled 35 customer inquiries daily using Zendesk, providing timely support and resolving issues to improve customer satisfaction. Collaborated with team members through Slack to strengthen communication and coordinate projects efficiently. Created marketing visuals using Canva to support campaigns and engagement. Managed data and schedules using Microsoft Excel and Outlook to improve workflow efficiency.
Chat Support Representative
Iqor Davao Philippines
Davao City, Province Of Davao Del Sur, Philippines
10.2022 - 01.2023
- Utilized custom-built CRM systems CCA-1 and CCA-2 to support team operations. Assisted in managing data through Citrix, Excel, and Outlook to enhance workflow efficiency. Provided technical support for CRM tools to improve user experience.
Customer Service Representative
Sutherland Global Services
Davao City, Province Of Davao Del Sur, Philippines
05.2021 - 09.2022
- Used CSC, Amazon Connect, Zimbra, and Chime to support communication and collaboration within customer service processes. Handled 15 to 25 process-related support cases daily, ensuring accurate workflow execution and minimal disruption to operations. Improved efficiency by following and reinforcing proper use of tools and customer service procedures, contributing to faster task completion and more consistent service delivery.
Customer Service Representative
Concentrix Convergys Davao
Davao City, Province Of Davao Del Sur, Philippines
11.2019 - 04.2021
- Served as a subject matter expert, providing guidance on specialized topics while supporting customer service operations across the USA and Canada. Supported 10 to 20 team members in daily workflows by assisting with task execution and ensuring adherence to processes. Utilized CSC, Amazon Connect, Zimbra, Chime, Microsoft Word, and Excel to manage documentation, communication, and operational tasks, improving workflow efficiency and accuracy.
Education
Bachelor of Science - Biological Sciences
Mati Doctors College
Mati City04-2019
Skills
- Effective communication in customer interactions
- Appointment setting proficiency
- Proficient in troubleshooting
- Multi-channel communication management
- Demonstrated SME capabilities
- Complex inquiry resolution
- Social media content photography
- Interpersonal communication
- Telecommunications account management
- Ride-sharing operator
Timeline
Transportation Operator Associate
GoGoGrandparent
11.2025 - Current
Chat Support Representative
Flatworld Solutions
05.2023 - 04.2025
Email Associate
Virtual Assistant (Freelance)
01.2023 - 06.2023
Chat Support Representative
Iqor Davao Philippines
10.2022 - 01.2023
Customer Service Representative
Sutherland Global Services
05.2021 - 09.2022
Customer Service Representative
Concentrix Convergys Davao
11.2019 - 04.2021
Bachelor of Science - Biological Sciences
Mati Doctors College