Open to opportunities

Ian Santos

@iansantos

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Customer service specialist skilled in e-commerce, sales, and travel support.

Philippines

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What I'm looking for

I seek a role where I can deliver exceptional customer experiences, handle high-volume support across channels, contribute to revenue growth through upselling, and work with international brands in a collaborative, customer-focused culture.

I am a customer service specialist with hands-on experience supporting e-commerce brands and the travel industry, focused on resolving complex client issues and driving satisfaction.

From managing high-volume communications to handling flight bookings and Shopify operations, I have delivered premium support across calls, chat, and email while working with international customers.

At Viking Cruises I managed itinerary changes and ticketing efficiently; at Talent Pop I supported Shopify store operations including order tracking, refunds, and inventory updates.

I bring strong conflict-resolution, upselling, and CRM skills, combined with a hospitality education that enhances my customer-centered approach and operational insight.

Experience

Work history, roles, and key accomplishments

E-commerce Customer Service

Talent Pop

Jan 2025 - Jan 2026 (1 year)

Handled online customer inquiries, order issues, and product recommendations to drive brand loyalty and supported Shopify store operations including order tracking, refunds, and inventory updates.

Customer Service Shopify Order Management Refunds Inventory E commerce Support Communication CRM

Air Customer Specialist

Viking Cruises

Oct 2022 - Jan 2025 (2 years 3 months)

Managed flight bookings and ticketing for cruise passengers and resolved itinerary changes efficiently while delivering premium support via calls, chat, and email to ensure seamless travel experiences.

Ticketing Customer Support Communication Email Support Call Center

Customer Service & Sales

AmeriMark

Jun 2021 - Apr 2022 (10 months)

Processed catalog and online orders while upselling products to maximize revenue and resolved customer complaints promptly to maintain trust and satisfaction.

Order Processing Upselling Sales Customer Support Communication CRM

Education

Degrees, certifications, and relevant coursework

University of the Immaculate Conception

Bachelor's, Hotel and Restaurant Management

2020 - 2024

Completed a Bachelor's program in Hotel and Restaurant Management with coursework in hospitality management, customer relations, and service operations.