Open to opportunities

christian arcenas

@christianarcenas

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Dedicated customer service professional with extensive technical support experience.

Philippines

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What I'm looking for

I seek a role that values teamwork and offers growth opportunities in customer service.

I am a dedicated customer service professional with over a decade of experience in various roles, including technical support, sales, and transcription. My journey began in 2010 as a Special Agent at KGB Philippines, where I honed my skills in customer inquiries and support. Since then, I have worked with reputable companies such as Sutherland Global Services and Teleperformance, where I have consistently delivered exceptional service and support to clients.

Throughout my career, I have developed a strong ability to manage claims, provide technical assistance, and ensure compliance with guidelines and policies. My role as a Sr. Associate at WNS Global Services allowed me to manage claims effectively, while my time at Setschedule and Teleperformance further enhanced my skills in technical support and moderation. I take pride in my ability to collaborate with teams and contribute to creating positive customer experiences.

Experience

Work history, roles, and key accomplishments

Moderator

Teleperformance

Jul 2023 - Present (2 years)

Ensured no violations were committed during live sessions by enforcing platform guidelines and policies. Removed harmful content to help create a positive community environment.

Content Moderation Enforcement Community Management Conflict Resolution

Tech Support / Sales Associate

Setschedule

Dec 2021 - Present (3 years 7 months)

Provided technical assistance and app navigation with basic troubleshooting for users. Maintained high performance by keeping up with KPI and inbound/outbound quotas.

Technical Support Troubleshooting Sales Customer Relationship Management KPIs

Sr. Associate

WNS Global Services

Feb 2021 - Present (4 years 5 months)

Managed claims for NRMA Repairable, ensuring all processes were followed correctly. Implemented measures to prevent fraudulent activity within the claims management process.

Claims Management Fraud Prevention Risk Assessment Compliance

Transcriptionist / Chat Moderator

ARS Solutions

Sep 2018 - Present (6 years 10 months)

Transcribed recorded dictations, including medical terms, into written form. Ensured all questions were answered accurately and in a timely manner as a chat moderator.

Transcription Medical Terminology Chat Moderation Data Entry

Process Executive (Back Office)

Personiv Philippines

Aug 2017 - Present (7 years 11 months)

Audited call recordings from client businesses to determine possible leads. Collaborated with business owners, campaign managers, and marketing consultants to maximize business potential.

Lead Generation Business Analysis Email Communication Consulting

Customer Service Representative

Eastvantage

May 2016 - Present (9 years 2 months)

Provided chat support for existing customers of Hobby King. Addressed customer concerns and inquiries efficiently through online chat platforms.

Chat Support Customer Service Online Communication Problem Solving Customer Retention

Consultant (CSR/TSR)

Sutherland Global Services

May 2013 - Present (12 years 2 months)

Handled billing and sales inquiries for At&t customers. Assisted customers with their bills and guided them through the process of applying for new accounts.

Customer Service Billing Sales Account Management Communication Skills

Special Agent

KGB Philippines

Jul 2010 - Present (15 years)

Answered inquiries from Europe and US through chat, providing timely and accurate information. Supported customers by resolving issues and offering solutions via online communication channels.

Chat Support Customer Service Online Communication Problem Solving

Education

Degrees, certifications, and relevant coursework

Philippine Women's University Manila

Bachelor of Science, Fine Arts Major in Advertising

Completed a Bachelor of Science in Fine Arts with a major in Advertising. The program focused on developing creative and strategic skills for advertising campaigns.