Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Ian Jhon Sam Metran

Ian Jhon Sam Metran

Dubai

Summary

Customer Service Representative/Social Media Support Specialist with 8 years’ experience in technical and customer support industry. Carries oneself as a model of the company’s values, behaviors and work etiquette and inspires colleagues to do the same. Flexible and efficient on projects and tasks. Dedicated Customer Service Representative motivated to improve service satisfaction and contribute to overall company success.

Overview

8
8
years of professional experience

Work history

Retention Officer

Melodica Llc
Dubai, UAE
09.2022 - Current
  • Creating workflow for a specific task on which will help to retain clients
  • Asking for feedbacks, taking complaints, and resolving the matter all at the same time while maintaining relationship with client
  • Auditing Front Desks (Store Receptionist) of their daily tasks if there are any Non-Compliances.
  • Pitching Sales to Clients making them renew for their courses
  • Arranging a meeting with the management discussing about Areas of Improvement on how to improve the service based on the monthly achievements and downfalls


CSR/QUALITY ANALYST

INTELLIGENT BUSINESS TECHNOLOGIES
, UAE
10.2018 - 09.2022
  • Acting supervisor and taking sup-calls when needed + Doing call listenings for quality + Training agents for new processes + Handling 24 client Accounts
  • Inbound/Outbound Calls, Chat Support and Social Media Support
  • Guaranteed positive customer experiences and resolved all customer complaints
  • Assist customers with their orders and complaints via phone
  • Responding to customers with their queries via Facebook, Instagram and
  • WhatsApp
  • Resolving customer issues using strong interpersonal skills and conflict resolution techniques
  • Assisted customers with questions and concerns
  • Answering more than 100 incoming calls per day to address customer inquiries, resolve issues, and provide information on new products and services and directed inbound calls to designated individuals, branches or departments
  • Assisting customers with store and product complaints.

CUSTOMER SERVICE REPRESENTATIVE

TELEPERFORMANCE
05.2017 - 03.2018
  • MICROSOFT XBOX + Advising customers on forthcoming product sales and promotions
  • Performs inbound chats from customers that needs assistance + Provides advise and guidance on product selection to customers
  • Deals with customer complaints
  • Provides technical support to Xbox user and gamers
  • Record sales and other significant information
  • Attending team meeting to get the latest updates of the account + Handling 3 customers through chat at the same time + Creating templates for an easy response and share it with the team + Leading the discussions for new uppdates 0581141033| Ianjhonsam_metran@yahoo.com

CSR/QUALITY ANALYST

GENPACT - CITIBANK
03.2015 - 01.2017
  • Maintaining and developing good communication with customers
  • Advising customers on forthcoming product sales and promotions
  • Performs inbound calls from customers that needs assistance + Provides advise and guidance on product selection to customers
  • Deals with customer complaints
  • Handling multiple process
  • Record sales and other significant information
  • Attending team meeting to get the latest updates of the account + Processing CC inqueries such as payments, Credit Limit Increase, Minimum
  • Due, Fraud, etc… + Doing Call listening for quality + Side barging with the agents for live call listening and coaching after wards + Became a Subject Matter Expert + Preparing presentation of analysis for the performace of the team in monthly, quarterly basis
  • Making plans for the team to make sure that the team will meet the KPI's provided by the client

Education

BS - MARINE TRANSPORTATION

Philippine Merchant Marine School
2015

Skills

  • CORESKILLS
  • Dedicated, dependable and open minded
  • Detail-oriented with strong Interpersonal skills
  • Excellent leader and follower
  • Strategic decision maker
  • Highly adaptable in fast-paced work environments
  • Confident in managing own performance
  • Clear Communication skills
  • Experienced Customer Service Representative
  • Experienced Social Media Support Specialist (Level 2 Advanced Support) through
  • Facebook, Twitter, Google and YouTube
  • Troubleshooting proficiency
  • Top performer
  • Proficient computer knowledge
  • Customer centric mindset
  • Team player
  • Written and verbal communication skills

Languages

English
Fluent

Timeline

Retention Officer

Melodica Llc
09.2022 - Current

CSR/QUALITY ANALYST

INTELLIGENT BUSINESS TECHNOLOGIES
10.2018 - 09.2022

CUSTOMER SERVICE REPRESENTATIVE

TELEPERFORMANCE
05.2017 - 03.2018

CSR/QUALITY ANALYST

GENPACT - CITIBANK
03.2015 - 01.2017

BS - MARINE TRANSPORTATION

Philippine Merchant Marine School

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Ian Jhon Sam Metran