Ian Kristhoffer Cañas

I have been in the BPO Industry for 8 years, with experience in Entry-Level, Training, Leadership, and operations roles. I performed various roles, including Customer Care, Email & Chat Support, Back-Office Associate, and Logistics & Compliance Specialist. The high point of my career was when I functioned as a Customer Service Supervisor, Quality Assurance Analyst & Subject Matter Expert all simultaneously for a Team that catered to a client for a Canadian Logistics Account.

I've kept an eye on the process, procedures, KPIs, metrics, and SOPs per Department of the Team; conducting daily coaching with the team members, auditing of tickets, monitoring and discussing the team's performances, and sending daily EOD, Weekly, and Monthly Reports.

Aside from that, I've worked with multiple international campaigns in my 8-year career in this industry, such as Logistics, Retail, E-Commerce, Financial, and Recruitment Campaigns. I also utilized different CRM tools, namely, Zendesk, Freshdesk, ZOHO, MAGENTO, PHOENIX, Sales IQ, and Salesforce. I'm also expertly familiar with internal communication tools such as MS Office, Teams, SKYPE, SLACK, and LARK.

With these experiences, I have been exposed to different areas of Customer Service and learned knowledge and a skill set in terms of leadership, people management, back-office tasks, quality, and training.