Marc Steven C. Supan
Tanza
Summary
Results-driven Customer Service & Operations Lead with 5 years of experience in managing customer support teams and optimizing business operations. Proven track record in process improvement, KPI management, and strategic planning to enhance efficiency and service quality. Adept at cross-functional collaboration, team leadership, and implementing scalable solutions that drive business success. Seeking a higher-level operations role in a remote or hybrid environment within a startup or corporate setting.
Overview
7
7
years of professional experience
2060
2060
years of post-secondary education
Work History
Customer Service & Operations Lead
WS Display Philippines
04.2022 - Current
- Lead and oversee the entire customer service department (phone, email, and chat teams) to ensure operational excellence and customer satisfaction
- Implemented strategic workflow enhancements that reduced response times, improved resolution rates, and optimized overall efficiency
- Spearheaded cost-reduction initiatives, identifying inefficiencies and enhancing resource allocation, resulting in reduced operational expenses
- Developed and led training programs to improve team performance, employee retention, and succession planning for leadership roles
- Fostered cross-departmental collaboration with the Claims Team and Business Development to streamline service operations, improve workflow efficiency, and elevate customer experience
- Nominated for WS Display Top Leader of the Year 2024 for outstanding leadership and contributions to company-wide improvements
- Led data-driven decision-making using performance analytics, identifying key trends and implementing KPI-driven improvements
- Launched a Help Center with comprehensive guides and automation tools, significantly reducing repetitive inquiries and improving efficiency
- Created a Customer Service Training Curriculum, ensuring a structured approach to onboarding and professional development
- Designed a Process Knowledge Test to enhance procedural adherence, improving accuracy across all customer interactions
- Developed a Price Comparison Project to assess competitors' pricing and optimize company offerings, increasing market competitiveness
- Led a cost-reduction project that successfully decreased discount line expenses by 30% in Q4 2024
- Achieved a 60.18% reduction in discount costs for October 2024, lowering expenses from $12,315.50 (2023) to $4,904.46 (2024) through data-driven analysis and process optimization
Customer Service Representative
WS Display Philippines
04.2020 - 04.2022
- Provided frontline support across phone, email, and chat, ensuring timely and effective resolutions to customer concerns
- Proactively analyzed customer pain points and suggested process improvements to enhance efficiency and customer satisfaction
- Maintained high-performance metrics, consistently exceeding targets for resolution time, customer satisfaction, and issue escalation
- Supported high-level customer escalations, coordinating with operations and management teams to ensure prompt solutions
- Promoted to Customer Service & Operations Lead due to exceptional leadership, performance, and process improvement contributions
Promoter, Marketer, and Cashier
Cragen's Beverages Store
04.2019 - 08.2019
- Managed B2B sales outreach, building relationships with restaurants, bars, and nightclubs to expand supplier partnerships
- Provided customer service and sales support, leveraging communication skills to drive revenue growth
Promoter, Marketer, and Cashier
Trade Expo, Colegio San Agustin
03.2018 - 03.2018
- Organized and executed sales strategies to increase customer engagement and maximize event revenue
Education
Bachelor of Science - Business Administration Major in Business Management
De La Salle-College of Saint Benilde
Manila, Metro Manila, PhilippinesBachelor of Science - Information Systems
De La Salle-College of Saint Benilde
Manila, Metro Manila, Philippines 05.2001 - 08.2020
Senior High School - undefined
Colegio San Agustin
06.2017 - 04.2019
Pre-School to High School - undefined
O.B. Montessori Inc.
Sta. Ana, Manila 06.2004 - 04.2017
Skills
- Operations & Process Optimization
- Customer Service Strategy & Management
- Cross-Departmental Coordination
- Performance Metrics & KPI Analysis
- Leadership & Team Development
- Cost Reduction & Efficiency Improvements
- Multichannel Support (Phone, Email, Chat)
- Business Process Automation
Acknowledgment of customer needs
Scheduling coordination
Procedure implementation
Motivational attitude
Additional Information
Open to Operations Manager and leadership roles., Skilled in business process improvement and strategic planning., Available for immediate interviews.
Timeline
Customer Service & Operations Lead
WS Display Philippines
04.2022 - Current
Customer Service Representative
WS Display Philippines
04.2020 - 04.2022
Promoter, Marketer, and Cashier
Cragen's Beverages Store
04.2019 - 08.2019
Promoter, Marketer, and Cashier
Trade Expo, Colegio San Agustin
03.2018 - 03.2018
Senior High School - undefined
Colegio San Agustin
06.2017 - 04.2019
Pre-School to High School - undefined
O.B. Montessori Inc.
06.2004 - 04.2017
Bachelor of Science - Information Systems
De La Salle-College of Saint Benilde
05.2001 - 08.2020
Bachelor of Science - Business Administration Major in Business Management
De La Salle-College of Saint Benilde
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