Christian Dexter Medez

Analyzed the entire support lifecycle to ensure maximum efficiency and translated agent feedback into operational improvements by identifying pain points in workflows and tools.

Assisted 15-20 mixed guests and Hosts contacts by responding to inquiries, resolving issues, and providing support through chat, emails, and calls, ensuring a positive and seamless Airbnb experience. Managed frustrated customers, restored trust, and de-escalated sensitive situations through empathetic communication and problem-solving.

Facilitated modules on advanced communication skills, including active listening, de-escalation, empathy, and effective problem-solving in a T-Mobile context. Involved in facilitating, coaching, and preparing training materials for new tools, systems, policies, and communication skills.

Prepared and organized training materials, presentations, and resources for sessions on new T-Mobile tools, systems, policies, and customer interaction best practices. Worked closely with Training Managers, Subject Matter Experts, and Operations teams to ensure training content aligned with operational needs.

Managed and prioritized 3-4 concurrent customer chat conversations effectively, ensuring timely and accurate responses. Provided expert assistance on a variety of billing inquiries, including bill explanation, payment processing, account adjustments, and plan changes.

Responded promptly and professionally to 20-30 customer inquiries via email, live chat/messaging platforms, and inbound/outbound calls. Leveraged retail knowledge to assist customers with product information, stock availability, and purchasing decisions.

Grade: Cum Laude

Activities and societies: Consistent Dean's Lister and Block B Mayor for 4 consecutive academic years.

Bachelor of Secondary Education major in Biological Sciences. Graduated Cum Laude and passed the BLEPT in 2019.