Ryan Manguera

RYAN V. MANGUERA Davao City, Philippines |-| LinkedIn profile SUMMARY With a decade of experience in customer service across multiple channels, I excel at resolving issues efficiently, leading to high customer satisfaction and loyalty. I am proficient in tools like Zendesk, Salesforce, Google Workspace, Microsoft Office, Slack, Shopify, HubSpot, Canva, etc. PROFESSIONAL EXPERIENCE E-COMMERCE CUSTOMER SERVICE REPRESENTATIVE | Awesome CX by Transcom (July 2019 February 2022; August 2022 - present) Effectively resolves issues on online purchases, shipments, and product information, and shares feedback to enable product and service improvements, contributing to revenue growth and a high customer satisfaction rate Collaborates with teams for timely and accurate order fulfillment, and uses e-commerce tools to manage orders Participates in continuous training to stay updated on products and service protocols SOCIAL MEDIA MARKETER | Callbox Sales and Marketing Solutions (April 2022 - July 2022) Managed daily campaigns, maintained brand consistency, and promptly responded to comments and messages to ensure a positive client experience Assisted in creating and scheduling content for social media platforms, increasing follower growth over 3 months Collaborated with colleagues to implement social media strategies and engaged in relevant industry discussions with leads and prospects HEALTHCARE CUSTOMER SERVICE ASSOCIATE | Sutherland Philippines (March 2016 - June 2019) Addressed members’ issues about billing, payment, enrollment, benefits, and claims via email, chat, and phone, while complying with the Health Insurance Portability and Accountability Act, leading to being awarded as a consistent excellent-performing agent Utilized tools to update patient records, track service requests, and generate reports, ensuring timely and accurate information Engaged in training, coaching, and meetings to improve knowledge about products, services, and processes CALL CENTER AGENT | Teleperformance Philippines (June 2015 - December 2015) Provided exceptional support on service sign-ups, billing, upselling, connectivity, and technical issues through active listening and tailored solutions, ensuring accurate and efficient resolution Attended coaching, meetings, and training, and provided valuable insights to management to improve processes, product knowledge, and performance levels EDUCATION TEACHING CERTIFICATE FOR NON-EDUCATION PROFESSIONALS | St. John Paul II College of Davao BACHELOR OF ARTS IN LITERATURE | University of Southeastern Philippines SKILLS Time management Problem-solving Analytical thinking Clear communication Adaptability Active collaboration Patience Tech savvy Expert attention to detail