Open to opportunities

Juana Amor Lanting

@juanaamorlanting

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Senior customer service professional who optimizes performance and ensures compliance.

Philippines

Message

What I'm looking for

I’m looking for a customer-centric role where I can lead performance and compliance improvements—using metrics like CCT, ACW, and QA—to elevate service quality, coach teams, and drive measurable operational results.

I’m a highly dedicated, result-driven Senior Representative with extensive experience supporting customers across Sam’s Club, JCPenny, Lowes, TJ Maxx, Amazon, Belk, PS Dealer, Verizon, Synchrony Mastercard, and Paypal. I’m known for analyzing customer needs, streamlining processes, and driving operational excellence in fast-paced, customer-centric environments.

Since September 2023, I’ve provided exceptional support to multiple client accounts while maintaining quality that builds trust with customers and Synchrony. I designed and led QCALibrate, a compliance initiative that delivered a 100% customer call compliance rate within the team.

I also lead performance optimization through Project F1, targeting key operational metrics including Schedule Adherence, CCT (CustomerConnectTime), ACW (AfterCallWork), HoldTime, Productivity, and Absenteeism. As part of the Blend team, I led E.N.G.A.G.E to enhance selected specialists’ performance by improving their CCT.

Earlier, I served as a Customer Service Representative for Sam’s Club, handling account inquiries, billing, payments, and account management. I contributed to customer satisfaction as a VOC POC in my previous team, and I previously worked as an Account Clerk Teller performing cashiering, cash handling, daily sales reconciliation, and inventory monitoring.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Service Rep

Current

Blend

Sep 2023 - Present (2 years 9 months)

Provided customer support for multiple client programs and maintained consistent service quality while building trust with customers. Designed and led QA calibration to achieve a 100% customer call compliance rate and drove Project F1 performance improvements across schedule adherence, CCT, ACW, hold time, productivity, and absenteeism.

Customer Service Compliance Monitoring Call Performance Metrics (CCT Project Management Process Improvement Stakeholder Management Customer Relationship Management Performance Optimization

Customer Service Rep - Sam's

Blend

Jul 2022 - Sep 2023 (1 year 2 months)

Delivered front-line support for Sam’s Club cardholders, handling account inquiries, billing, payments, and account management. Drove positive VOC survey feedback as a VOC POC and educated members on available membership options, promotions, and benefits to improve engagement and satisfaction.

Customer Service Account Management Customer Education Service Excellence Member Engagement Multitasking Problem Solving

Account Clerk Teller

E.J.E Maricks Trading, Inc.

Apr 2019 - Jan 2021 (1 year 9 months)

Processed customer payments, handled cash, and reconciled daily store sales while maintaining accurate sales records. Supported inventory management by monitoring hardware stock levels and reporting discrepancies.

Cashiering Payment Processing Cash Handling Inventory Management Customer Service

Education

Degrees, certifications, and relevant coursework

Universidad Tecnológica Latinoamericana en Línea (UTEL)

Bachelor of Science in Organizational Psychology, Organizational Psychology

2023 -

Pursuing a Bachelor of Science in Organizational Psychology, focusing on understanding human behavior in the workplace, employee well-being, and organizational effectiveness through evidence-based practices.

Technological University of the Philippines, Cavite

Bachelor of Science in Engineering Technology, Engineering Technology (Civil Technology)

2020 - 2022

Studied engineering technology with a focus on Civil Technology, covering construction methods, project management, cost of materials, and structural design with hands-on technical training for site supervision and infrastructure development.

Rogationist College, Cavite

Science, Technology, Engineering, Mathematics (STEM)

2018 - 2020

Completed an academic STEM track that built a foundation in analytical thinking, problem-solving, and technical skills for further studies in engineering and related sciences and technology fields.