Open to opportunities

Ivan Francis

@ivanfrancis

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Dedicated customer service representative with mentoring experience.

Philippines

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What I'm looking for

I am looking for a role that allows me to further develop my mentoring skills while continuing to provide exceptional customer service.

I am a passionate Customer Service Representative with extensive experience in handling customer concerns across various platforms, including phone, chat, and email. Currently, I work at Amazon, where I assist customers from North America and the UK with everything from order issues to payment concerns. My commitment to providing smooth and helpful interactions has been a cornerstone of my professional ethos.

In addition to my customer service role, I have taken on the responsibility of mentoring new hires. I guide them in understanding the tools and processes necessary for success, ensuring they feel supported as they grow into their roles. Balancing customer support with mentoring has allowed me to contribute to a positive team environment while delivering consistent results.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Mentor

Current

Amazon

Jan 2025 - Present (5 months)

Handled customer concerns from North America and the UK through phone, chat, or email, utilizing various tools to research and provide optimal solutions. Guided new hires by helping them understand tools, processes, and best practices, and managed weekly administrative tasks to track progress and ensure consistent results.

Customer Service Mentoring Training Problem Solving Communication CRM Software Data Analysis

Customer Service Representative

Amazon

Jan 2024 - Jan 2025 (1 year)

Ensured customers had a smooth and hassle-free experience by preventing and resolving issues, providing support via chat and email. Utilized various tools to research information, identify solutions, and communicate clearly. Maintained up-to-date product knowledge and provided exceptional customer service.

Customer Support Chat Support Email Communication Product Knowledge CRM Software Problem Solving Communication

Customer Service Representative

Alorica

Jan 2023 - Jan 2024 (1 year)

Facilitated smooth ordering experiences by assisting customers with item selection and website navigation. Handled diverse inquiries, using various tools to research information, find solutions, and communicate clearly. Maintained up-to-date knowledge of product features and benefits to provide accurate information.

Customer Service Order Management Product Communication CRM Software

Education

Degrees, certifications, and relevant coursework

Cavite State University

Bachelor of Science, Architecture

Studied architecture, focusing on design principles, structural integrity, and urban planning. Gained knowledge in creating functional and aesthetically pleasing spaces.