benmark Ian Ende
@benmarkianende
Senior customer service leader specializing in resolution, de-escalation, and premium guest experience.
PhilippinesWhat I'm looking for
I’m a senior customer service professional with 10+ years of experience coaching frontline teams, owning complex escalations, and driving measurable performance gains across transportation, hospitality, fintech, insurance, and telecom. I’m especially focused on complaint resolution, NPS/CSAT improvement, and creating calm, premium experiences even in high-stakes moments.
At Royal Caribbean, I led a team of 20+ agents and delivered consistent 94–96% CSAT while reducing average handle time by approximately 25%. I coached and mentored agents on complaint resolution and de-escalation strategies, redesigned support SOPs and internal workflows, and served as the primary escalation point for the most complex guest concerns—recognized as a consistent top performer for high-satisfaction outcomes.
In my current role at IntoGREAT, I deliver premium support for high-value guests by managing bookings, resolving real-time service issues, coordinating between guests and chauffeurs, and maintaining accurate, timely CRM documentation. I’m comfortable working independently in high-volume remote environments handling 70–100 contacts daily, using Salesforce, Zendesk, and Freshdesk to keep service visible, structured, and effective.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
IntoGREAT
Jul 2025 - Present (11 months)
Delivered premium support for high-value guests by managing bookings, resolving real-time service issues, and coordinating with chauffeurs. Maintained accurate CRM documentation and handled sensitive escalations to sustain high guest satisfaction.
Resolution Leadership Specialist
Royal Caribbean
Jan 2023 - Aug 2024 (1 year 7 months)
Coached and mentored 20+ frontline agents on complaint resolution and de-escalation, sustaining 94–96% CSAT across most of tenure. Redesigned SOPs and workflows, reducing average handle time by ~25%, and served as the primary escalation point for complex guest concerns.
Customer Service Representative
CFL Flooring / iSupport
Jun 2022 - Dec 2022 (6 months)
Provided proactive, solution-focused support via email and chat, maintaining consistently high CSAT across digital channels. Resolved product and service inquiries accurately and efficiently.
Customer Service Representative
John Hancock
Jun 2021 - Mar 2022 (9 months)
Guided clients through complex insurance processes and coverage disputes with empathy and regulatory accuracy. Filed and followed up on denied insurance appeals, ensuring timely resolutions and transparent client communication.
Customer Service Representative
Heartland / Global Payments
Jun 2019 - Jan 2021 (1 year 7 months)
Handled 70–100 contacts daily, providing post-sale technical and billing support for payment processing clients. Resolved account and service concerns efficiently and supported team performance through customer need identification and relevant upsell recommendations.
Customer Support Specialist
SPI Global / Afni / Convergys / Alorica
Jan 2013 - Jan 2019 (6 years)
Resolved high-volume billing and technical support inquiries across multiple telecom accounts while educating customers to improve issue prevention. Consistently earned recognition for first-contact resolution and efficient handling across diverse customer segments.
Education
Degrees, certifications, and relevant coursework
AMA Computer Learning Center
Computer System Design and Programming
Studied computer system design and programming at AMA Computer Learning Center.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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