EMEarl John Maranan
@earljohnmaranan
Customer support professional driving satisfaction through efficient, empathetic case management.
PhilippinesWhat I'm looking for
I am a dynamic customer support representative with over three years of hands-on experience across email, chat, and phone channels, proficient with CRM tools such as Zendesk, Gorgias, Sensentia, and CareConnects. I consistently deliver clear, professional, and timely resolutions while maintaining HIPAA-compliant documentation in healthcare settings.
My background includes roles in remote and on-site environments supporting platforms like Amazon and Shopify, handling billing and insurance verification, and working with ticketing systems to streamline workflows and escalate appropriately. I have experience auditing calls, coaching agents, preparing reports, and supporting process improvements that enhance operational efficiency.
I led and supported teams—acting as a temporary supervisor for a 16-agent team—to meet quality and productivity goals, and I prioritize empathy, accuracy, and collaboration to improve customer satisfaction and internal processes.
Experience
Work history, roles, and key accomplishments
Email & Chat Support
HelloConnect SURI
Jul 2025 - Present (5 months)
Responded to customer inquiries via email and chat, used Gorgias to manage tickets, streamlined workflows and coordinated escalations, and handled Amazon/Shopify order tracking to ensure timely resolutions.
TAManaged Zendesk ticketing for email and chat support, organized support workflows, escalated issues appropriately, and maintained systematic documentation for reporting and resolution tracking.
Verified insurance details and assisted providers with claims processing, coordinated appointments, maintained CRM records (Sensentia, CareConnects), and ensured HIPAA-compliant communications.
Healthcare Customer Service
ResultsCX
Jul 2022 - Aug 2023 (1 year 1 month)
Handled inbound calls on benefits eligibility, claims, and provider verification, scheduled appointments, maintained accurate documentation, and served as Temporary Supervisor managing and coaching a 16-agent team to meet quality and productivity targets.
Quality Analyst
Continental Temic Electronics Philippines
Nov 2021 - Jul 2022 (8 months)
Performed performance evaluations and root cause analysis, supported team leads with reporting and documentation, ensured compliance during inspections, and identified process improvements to enhance operational efficiency.
Education
Degrees, certifications, and relevant coursework
San Roque National High School
TVL - Industrial Arts (NC II), Industrial Arts
2019 - 2021
Completed TVL - Industrial Arts (NC II) program focused on technical and vocational skills from 06/2019 to 07/2021.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Job categories
Skills
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