Ian Kristhoffer Cañas

Ian Kristhoffer Cañas ❒ https://www.linkedin.com/in/ieantayoeh/ ❒ Parañaque, Metro Manila, Philippines PROFILE I have been in the BPO Industry for 8 years, with experience in entry-level, quality, 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, and Quality Assurance Analyst, all simultaneously, for a team of 26 headcounts. 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. 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. EXPERIENCE Customer Service Associate - Email RAF Solutions & Services    April 2022 - January 2024 Logistics/Retail Campaign (SG) Handling customer queries via email and catering to the platform's US Market Working with the different internal teams on the customer's concerns and issues Utilized Zendesk to communicate with customers and provide high-quality customer service satisfaction, and SLACK for internal communication with different teams depending on the customers' concerns Customer Service Supervisor, Quality Assurance Analyst, Customer Care Associate AADI Global Solutions Inc. October 2020 - April 2022 Logistics Campaign (CAN)    Initially, I was part of the Customer Care and Billing team, and eventually promoted to Quality Assurance Analyst and CS Supervisor In charge of the Customer Care Team, upholding tracking, shipping, claims, and billing issues for a Canadian Logistics Account. Utilized MS Teams for internal communication and the client's shipping platform, and Freshdesk to communicate between the customers and carriers I've kept an eye on the process, procedures, KPI, 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 Chat Support Specialist SHEIN Service Philippines Limited Corporation    Caters to US Clients for the Chat Support role Attend to customers' queries via chat regarding their shipping status, tracking, and other issues relevant to logistics Trained to be knowledgeable on SHEIN's online platform and resolve customers' issues and requests Compliance Specialist RAF Solutions & Services    January 2020 - March 2020 Logistics/Retail Campaign (US) November 2019 - December 2019 RN Recruitment Campaign (US) Handled back-office work for clients to comply with the requirements needed for their current job openings, proposals, and endorsements to different states in the US Endorses registered nurses to our client in the US once the applicants can complete all the essential documents required by the company Utilized Salesforce as CRM to update applicant details on the platform Customer Service Associate - E-mail & Chat RAF Solutions & Services Logistics/Retail Campaign (SG)    Third-party officer who handled queries of the clients regarding their parcels under a Logistics Account Worked for a Singapore-based Logistics company Used Zendesk to communicate with the customers via email, chat, and minimal calls if required, and SLACK for internal team communication Customer Service Associate - E-mail RAF Solutions & Services    RAF Solutions & Services June 2018 Telco Campaign (US) Handled inbound sales calls under the DirecTV Account in the US Worked with the team to establish guidelines for performing good-quality inbound calls Trained to be familiar with the company's products and promotions Customer Service Representative Teleperformance Philippines    July 2018 - December 2018 Financial Campaign (EUR/Asia) Attended customer e-mails for clients under a Financial Account; was one of the pioneers of the team, and later on became the Process Specialist Used Zendesk to communicate directly with the high-value customers based in the European region to attend to their queries via email, SKYPE to communicate with the team internally, and Salesforce for customer information, retention, and documentation Been able to help the campaign and the team grow from 2 Email Supports, to eventually adding more team members for the CS, KYC, Web Developer, and International Document Translators team (Thailand & Japan) Customer Service Associate - Inbound    January 2019 - March 2019 November 2017 - December 2017 Order Taking Campaign (PH) Handled inbound calls for a local order-taking role under Shakey’s Delivery Received and placed customers' orders and dispatched them to the available branch Ensuring to place complete and exact customer orders and requests are placed before sending them off to the branch EDUCATION AND LANGUAGE Olivarez College - Parañaque Bachelor of Secondary Education (English) 2010 - 2012 English (C1, Professional) SKILL SET    Customer Service, Training, and Leadership Accuracy, Adaptability, and Communication Efficiency, Product-knowledge, and Proactive Team Member TOOLS & CRM      Zendesk ZOHO Sales IQ LARK MAGENTO Freshdesk Salesforce SLACK MS Office & Teams PHOENIX