Raymart Ignacio
Customer Experience Specialist & Operational Specialist
Concepcion
Summary
Analytical and results-driven professional with strong problem-solving skills and a proven ability to translate complex challenges into actionable solutions. Highly effective communicator who excels in collaborative environments, builds strong stakeholder relationships, and adapts quickly to evolving business needs. Committed to continuous improvement, operational excellence, and delivering exceptional customer experiences.
Overview
10
10
years of professional experience
Work History
Sales Representative
Helpgrid
07.2025 - Current
- - Conduct outbound calls to customers with abandoned carts to recover sales.
- - Assist customers through purchase completion, improving conversion rates.
- - Collaborate with team members to optimize call strategies and efficiency.
Subject Matter Expert
TaskUs (DoorDash)
06.2024 - 04.2025
- - Provided real-time support and guidance to agents during live interactions.
- - Compiled KPI data and delivered daily performance reports.
- - Created incentive documentation and streamlined internal communications.
Quality Specialist
Majorel Philippines
09.2020 - 01.2024
- Maintained up-to-date knowledge on relevant regulations within the industry, ensuring company practices remained compliant at all times.
- Conducted detailed root cause analyses following any non-conformance events, leading to swift identification and mitigation of potential risks.
- Enhanced team performance through regular training sessions and knowledge sharing, resulting in an increase in overall efficiency.
- Analyzed data from various sources to identify trends impacting product quality, making strategic recommendations for improvements based on findings.
Team Leader
Iqor Philippines
05.2017 - 09.2020
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Customer Service Consultant
Sutherland Global Service
05.2016 - 03.2017
- Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls.
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
Education
High School -
Mandili National High School
01.2011
Elementary School - undefined
Mandile Elementary School
01.2006
Bookkeeping
Freelance Academy Philippines
05.2001 -
Skills
Salesforce
Timeline
Sales Representative
Helpgrid
07.2025 - Current
Subject Matter Expert
TaskUs (DoorDash)
06.2024 - 04.2025
Quality Specialist
Majorel Philippines
09.2020 - 01.2024
Team Leader
Iqor Philippines
05.2017 - 09.2020
Customer Service Consultant
Sutherland Global Service
05.2016 - 03.2017
Bookkeeping
Freelance Academy Philippines
05.2001 -
Elementary School - undefined
Mandile Elementary School
High School -
Mandili National High School