Duckie Guanzon

I’m a results-oriented customer service and technical support professional with over 13 years of experience across retention (financial services), healthcare, and tech support. I bring a coaching mindset and a data-driven approach to turning dissatisfaction into measurable performance gains.

At JP Morgan Chase as an Account Specialist III (Retention), I specialize in Chase Card retention using advanced negotiation and customer service to maintain high client loyalty. I handle complex financial inquiries and credit card support across multi-product queues (Business and Personal), and I was promoted through levels I and II within 2 years based on performance and product knowledge.

Previously, as a Team Leader at Sykes Asia Inc., I led diverse teams across multiple accounts including Google, Centene (Healthcare), and Just Eat (Data Entry). I owned performance metrics for Phone, Chat, and Order Management workflows, and I developed action plans by identifying drivers of customer dissatisfaction to improve CSAT—while coaching agents on process adherence and soft skills.

Earlier in my career, I served as a Level 2 Technical Support (Microsoft) at Convergys through the Microsoft Answer Desk, resolving escalated technical issues with minimal supervision and ensuring strong first-call resolution. I continue to rely on diagnostic and troubleshooting discipline, escalation handling across Phone/Chat/Email, and practical process optimization to help customers and teams succeed.