Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
Generic
Ryan Jay Nacar

Ryan Jay Nacar

Customer Support/Tech Support/Escalations/QA
Mariveles, Province Of Bataan

Summary

Dynamic customer support professional with a proven track record, excelling in complaint handling and quality assurance. Adept at enhancing client retention through exceptional service and technical sales support. Recognized for surpassing performance metrics and fostering positive relationships, ensuring high levels of customer satisfaction and loyalty.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Support

Instantly.ai
08.2024 - Current


  • Provided exceptional customer support by identifying concerns, clarifying issues, and offering solutions tailored to individual needs.
  • Provided exceptional customer support with professional demeanor, empathy, and active listening skills.
  • Provided exceptional customer support, addressing client concerns promptly and professionally.
  • Provided exceptional customer support, leading to increased repeat business and positive word-of-mouth referrals.
  • Delivered high-quality customer support by addressing technical issues promptly, minimizing downtime, and enhancing user satisfaction.
  • Collaborated with cross-functional teams to optimize customer support strategies.

L2 Customer Service Representative

GovAssist
07.2021 - 04.2025
  • Maintained professionalism and confidentiality when handling sensitive customer information in accordance with company protocols and industry regulations.
  • Participated in ongoing training sessions and workshops to continuously update skills and knowledge in response to industry advancements.
  • Exceeded performance metrics by consistently meeting and surpassing service level agreements in a fast-paced environment.
  • Delivered exceptional customer service under tight deadlines without compromising quality or accuracy of work performed.
  • Mastered company products and services to provide knowledgeable support to customers, resulting in increased trust and loyalty.
  • Trained new hires on company policies, procedures, and systems, raising team proficiency levels and delivering better customer experiences.
  • Managed multiple priorities simultaneously, triaging incoming requests for efficient issue resolution.
  • Demonstrated adaptability while navigating complex situations involving sensitive topics or irate customers with patience and composure.

Client Care Specialist

ProTec Inspection Services
09.2022 - 11.2022
  • Interacted with team members across departments to research and resolve customer issues.
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
  • Enhanced client satisfaction by providing exceptional support and timely resolutions to issues.

Quality Analyst

Afni
04.2015 - 10.2020
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
  • Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
  • Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
  • Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
  • Analyzed quality and performance data to support operational decision-making.
  • Developed and maintained quality assurance procedure documentation.
  • Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
  • Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
  • Evaluated vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.

Technical Support

Transcom
09.2013 - 03.2015
  • Provided technical support during equipment troubleshooting efforts, minimizing downtime and maintaining production schedules.
  • Improved customer satisfaction by providing timely and efficient technical support to clients.

Education

Bachelor of Science - Information Technology

Polytechnic University of The Philippines
Mariveles, Province Of Bataan, Philippines
05.2001 -

Skills

Technical sales support

Providing customer support

Quality assurance

Complaint handling

Client retention strategies

Call center experience

Remote support

Ticket management

Software

Google Workspace

Intercom

Slack

Zendesk

MS Office

Certification

EF SET English Certificate 74/100 (C2 Proficient)

Timeline

Customer Support

Instantly.ai
08.2024 - Current

Client Care Specialist

ProTec Inspection Services
09.2022 - 11.2022

L2 Customer Service Representative

GovAssist
07.2021 - 04.2025

EF SET English Certificate 74/100 (C2 Proficient)

07-2021

Quality Analyst

Afni
04.2015 - 10.2020

Technical Support

Transcom
09.2013 - 03.2015

Bachelor of Science - Information Technology

Polytechnic University of The Philippines
05.2001 -

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Ryan Jay NacarCustomer Support/Tech Support/Escalations/QA