# Christian Dexter Medez Christian Dexter Medez is a remote worker on Himalayas, Operations Insight Collector at TDCX Philippines Inc., based in Philippines. Source: https://himalayas.app/@christiandextermedez ```text I turn support feedback into operational improvements and seamless customer experiences. ``` | Detail | Value | | --- | --- | | Availability | Looking for a job | | Location | Philippines | | Authorized to work in | Philippines | | Salary expectations | 1034k+ PHP | | Job categories | Operations Analyst, Customer Success Manager, Training Specialist, Customer Support Specialist, Case Manager | | Skills | Multichannel Communication, Email, Messaging, Calls, Billing Inquiries, Technical Support, Training Management, Interpersonal Skills, Escalation Management, Leadership, De escalation, Business Insights, Microsoft Word, PowerPoint, Excel, Slack, Tableau, Salesforce, Genesys, Emite, Power BI, Active Listening, Problem Solving, Customer Service, Training Materials Development, Data Driven Decision Making | ## What I'm looking for ```text I'm looking for a role where I can use support insights, process improvement, training, and de-escalation experience to strengthen operations and create better customer and agent experiences. ``` ## About ```text At TDCX Philippines, I analyze the end-to-end support lifecycle, from agent tools and policies to workflow pain points, to help stakeholders make data-driven operational improvements. I previously managed 15–20 Airbnb guest and Host contacts, including supervisory and managerial cases, across chat, email, and calls. I restore trust and de-escalate sensitive situations through empathetic communication and problem-solving. At Concentrix, I facilitated T-Mobile conversion modules on active listening, de-escalation, empathy, and problem-solving. I also coached teams and prepared training materials for new tools, systems, policies, and transition initiatives. My customer support foundation includes concurrent chat support, billing and account assistance, and retail customer service across email, messaging, and phone channels. I bring business insights, escalation management, and training experience to improving both agent and customer experiences. ``` ## Experience ### Operations Insight Collector TDCX Philippines Inc.. Nov 2025 - Aug 2026 ```text Analyzed the entire support lifecycle to ensure maximum efficiency and translated agent feedback into operational improvements by identifying pain points in workflows and tools. ``` Skills: Data-Analysis, Process-Improvement, Stakeholder-Management, Workflow-Optimization ### Senior Case Manager TDCX Philippines Inc.. Mar 2023 - Nov 2025 ```text 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. ``` Skills: Customer-Support, Conflict-Resolution, De-escalation, Empathy, Problem-Solving, Communication-Skills ### T-Mobile Conversion Main Facilitator [Concentrix CVG Philippines Inc.](https://himalayas.app/companies/concentrix). Jan 2022 - Mar 2023 ```text 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. ``` Skills: Training, Facilitation, Coaching, Communication-Skills, Curriculum-Development ### Sprint Conversion TFS Training Assistant [Concentrix CVG Philippines Inc.](https://himalayas.app/companies/concentrix). Aug 2021 - Dec 2021 ```text 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. ``` Skills: Training-Material-Development, Presentation-Skills, Collaboration, Subject-Matter-Expertise ### Sprint eChat Support [Concentrix CVG Philippines Inc.](https://himalayas.app/companies/concentrix). Sep 2020 - Aug 2021 ```text 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. ``` Skills: Live-Chat, Multitasking, Billing-Inquiries, Customer-Service ### Customer Service Representative ePerformax Contact Center & BPO. Aug 2019 - Aug 2020 ```text 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. ``` Skills: Customer-Service, Email-Support, Live-Chat, Phone-Support, Retail-knowledge ## Education ### Cebu Normal University Bachelor of Secondary Education, Biological Sciences. 2015 - 2019. Grade: Cum Laude Activities and societies: Consistent Dean's Lister and Block B Mayor for 4 consecutive academic years. ```text Bachelor of Secondary Education major in Biological Sciences. Graduated Cum Laude and passed the BLEPT in 2019. ``` ## Tech stack - Tableau - Salesforce - Slack - Microsoft Excel - Genesys - Microsoft Word - Power BI - Microsoft PowerPoint To contact Christian Dexter, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire). ## People also viewed - [John Paul Cabrillos](https://himalayas.app/@cabriljc1): CUSTOMER ENABLEMENT MANAGER, TDCX PH - [Dyanne Quijano](https://himalayas.app/@dyannequijano): Customer Service Associate II, Crescendo AI (PartnerHero Manila) - [Haych Hubalde](https://himalayas.app/@haychhubalde): Customer Service Ops Lead, Homeaglow - [chlem arcelo](https://himalayas.app/@chlemarcelo): Talent & Partnerships Strategist, Adtierra Philippines - [Lovelyn dela Rosa](https://himalayas.app/@lovelyndelarosa): Customer Support Specialist, TDCX Malaysia Sdn. Bhd. - [Marielle User](https://himalayas.app/@marielleuser1): Ad Hoc Operations Manager, TDCX Philippines - [Kimberly Leigh De Castro](https://himalayas.app/@kimberlyleighdecastr): Training Supervisor, Concentrix - [Krisha Otrera](https://himalayas.app/@krishaotrera): Customer Care Professional, American Express International - [Jon Jay Karlo User](https://himalayas.app/@jonjaykarlouser): Account Operations: Airbnb / Apple Sales Specialist, TDCX Philippines - [Clyde Angelo Moneva](https://himalayas.app/@clydeangelomoneva): Team Lead, Operations, Concentrix CVG Philippines, Inc.