Jem Silayan

I am a customer-service professional with extensive experience managing omnichannel support across chat, email, and high-volume phone queues. I combine strong troubleshooting skills with consistent brand voice to resolve customer issues efficiently.

As a team manager, I monitored calls, produced regular performance reports, and coached agents to improve outcomes. I have hands-on experience onboarding users, handling disputes, and correcting account information across projects.

I have worked on short-term projects encoding product data and ensuring accurate publication, and I have served in provisioning, sales, and billing advisory roles assisting members with service questions. My approach emphasizes active listening, emotional intelligence, and structured problem solving.

I seek roles where I can apply coaching and operational skills to improve customer experience, mentor front-line staff, and contribute to measurable quality and efficiency gains.