Open to opportunities

Eudino Chan

@eudinochan

Senior operations and customer experience professional specializing in training, process improvement, and multi-channel support.

Philippines

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What I'm looking for

I’m looking for a senior operations or customer experience role where I can lead onboarding and training, strengthen SOPs, and drive accurate end-to-end resolutions across multi-channel teams in a fast-paced environment.

I’m a senior operations, customer experience, and training professional with 15+ years of experience supporting customers, stakeholders, and operational teams across the United States, Canada, and Australia. I thrive in structured, process-driven environments where accuracy, professionalism, and consistent execution matter most.

In my current Service & Support Operations Specialist role, I manage multi-channel customer communications and end-to-end issue resolution across POS and SaaS platforms. I maintain structured records, case tracking, and operational follow-through, and I identify operational risks early to prevent service disruption.

Earlier, I led training operations and onboarding readiness as a Training Manager / Product Trainer with Bose Corporation. I oversaw scheduling, logistics, and delivery; managed training documentation and reporting; and coached agents to ensure quality, accuracy, and strong process adherence.

My background also includes technical troubleshooting and high-stakes escalations, including product safety escalation leadership and complex warranty and customer relations resolutions. I bring strong operational judgment, adaptability to new systems, and clear communication across cross-functional and remote teams.

Experience

Work history, roles, and key accomplishments

Service & Support Ops Specialist

Microsourcing Philippines Inc.

May 2021 - Nov 2025 (4 years 6 months)

Managed multi-channel customer communications and end-to-end issue resolution for POS and SaaS platforms, maintaining structured case tracking and operational follow-through. Served as the primary point of contact during assigned support shifts and escalated operational risks to prevent service disruption.

Escalation Management SaaS Support Case Management Shift Ownership

Virtual Assistant / E-Com Ops Mgr

US-Based Online Store (Shopify)

Apr 2021 - Aug 2023 (2 years 4 months)

Handled customer communications and order-related concerns, including refunds, exchanges, and updates, within a Shopify-based e-commerce environment. Managed product listings, pricing, promotions, and fulfillment workflows while supporting website updates and email campaign activities remotely.

Shopify Operations Order Management Refunds Price Promotions Email Campaigns Customer Communications

Training Manager / Product Trainer

Hinduja Global Solutions

Feb 2016 - May 2021 (5 years 3 months)

Oversaw training operations for Bose across multi-channel support environments, including onboarding readiness, scheduling, logistics, and training delivery. Managed training documentation and certification tracking, coached and evaluated agents, and supported hiring through candidate screening and readiness assessments.

Training Program Management Onboarding Scheduling Certification Tracking

Technical Support & Customer Rep

Hinduja Global Solutions

Mar 2015 - Feb 2016 (11 months)

Provided technical troubleshooting, account support, and billing assistance for Bell Canada internet and telecommunications services. Resolved customer issues through accurate documentation, professional communication, and escalation when needed.

Technical Troubleshooting Account Support Billing Documentation Management Escalation Handling

Lead Generation Representative

One World Connections Inc.

Oct 2014 - Feb 2015 (4 months)

Conducted outbound calls to UK-based businesses to gather and verify business information. Qualified leads against set criteria and documented outcomes and follow-ups for the sales process.

Outbound Sales Lead Qualification Criteria Based Prospecting Data Entry

Technical Support & Customer Rep

Convergys Philippines

May 2013 - Oct 2014 (1 year 5 months)

Delivered technical troubleshooting, account support, and billing assistance for AT&T internet and related telecommunications services. Resolved customer inquiries with clear communication and accurate record keeping.

Technical Troubleshooting AT&T Customer Support Account Management Billing Professional communication Record keeping

Product Safety Escalations SME

Hinduja Global Solutions

Oct 2006 - Jan 2013 (6 years 3 months)

Managed high-risk product safety escalations involving potential injury or property damage, coordinating with internal legal and risk teams to support policy-based resolutions. Handled complex technical, warranty, and customer relations escalations with strong documentation accuracy and operational judgment.

Customer Escalation