Summary
Overview
Work History
Education
Skills
Hobbies
Languages
Timeline
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Iandel Juban

Iandel Juban

Upper Natimao-an , Carmen , Cebu

Summary

Accomplished Senior Customer Service Representative Lead at Optum Global Solutions, renowned for consistently surpassing performance metrics. Expert in complaint resolution and fostering trust through confidentiality. Mentored teams in conflict management. Proficient in database management, ensuring efficient operations and informed customer decisions.

Overview

10
10
years of professional experience

Work History

Senior Customer Service Representative Lead

Optum Global Solutions
06.2017 - Current
  • Resolved customer inquiries and issues through effective communication and problem-solving techniques.
  • Processed orders, refunds, and exchanges accurately to enhance customer satisfaction.
  • Established trust by maintaining confidentiality when handling sensitive customer information.
  • Provided expert product knowledge to customers, assisting them in making informed decisions that met their needs and preferences.
  • Mentored junior representatives on effective conflict resolution techniques, fostering a collaborative work environment.
  • Served as an escalation point for complex or high-priority cases, utilizing advanced problem-solving skills to achieve favorable outcomes for both the company and customers.

Office Assistant

Southstar Uni Credit Corp
12.2015 - 06.2017
  • Supported team by scheduling appointments and coordinating meetings efficiently.
  • Assisted in managing daily office operations and maintaining organized filing systems.
  • Handled incoming calls and directed inquiries to appropriate staff members promptly.
  • Prepared documents and reports, contributing to streamlined communication processes.
  • Implemented basic data entry tasks using office management software effectively.

Education

Bachelor of Science - Computer And Information Systems

Colegio De San Antonio De Padua
Danao City , Cebu
04-2014

High School -

Cantumog National High School
Cantumog , Carmen , Cebu
04-2009

Elementary -

Upper Natimao-an, Elementary School
Upper Natimao-an , Carmen, Cebu
04-2005

Skills

  • Customer support
  • Complaint resolution
  • Quality assurance
  • Call control
  • Database management
  • Conflict management
  • Escalation management
  • Call center experience
  • Live chat support
  • De-escalation techniques
  • Understanding customer needs
  • Issue and complaint resolution

Hobbies

  • Love to do group related activities like basketball
  • Watching videos that can help me improve my skills

Languages

English
Full Professional

Timeline

Senior Customer Service Representative Lead

Optum Global Solutions
06.2017 - Current

Office Assistant

Southstar Uni Credit Corp
12.2015 - 06.2017

Bachelor of Science - Computer And Information Systems

Colegio De San Antonio De Padua

High School -

Cantumog National High School

Elementary -

Upper Natimao-an, Elementary School

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Iandel Juban