Christian Perucho

Dedicated and results-driven professional with a strong background in customer service, sales, technical support, fraud prevention, quality assurance, and team leadership. I am experienced in handling complex customer concerns, solving problems, improving processes, and supporting team performance. Throughout my career, I have demonstrated adaptability, strong communication skills, attention to detail, and the ability to thrive in fast-paced environments while consistently delivering quality results and excellent customer experiences.

Customer Service Chat Support - TaskUs

(2025-10)

• Assist customers via chat, coordinated with merchants and partners, investigated order concerns, provided solutions, and documented resolutions accurately.
• Manage customer order inquiries, verified information, resolved discrepancies, provided timely updates, and maintained service standards.
• Improves customer satisfaction, reduce order-related delays and discrepancies, and support efficient order fulfillment through accurate investigation and follow-up.

Senior Agent Team Lead - iQor

(2025-02 - 2025-08)

• Guided and coached team members, set clear goals, prioritized workloads, monitored performance, and implemented improvements to drive team results.
• Led daily operations by managing workloads, monitoring productivity, coaching employees, and coordinating issue resolution to maintain workflow efficiency.
• Improved team productivity and accountability, strengthened teamwork, achieved operational targets, and supported continuous performance improvement.

Auto Loan Funder - iQor

(2023-09 - 2025-02)

• Reviewed and validated auto loan applications, verified applicant and vehicle information, contacted applicants for clarification, resolved discrepancies, and ensured accurate and compliant loan processing.
• Validated applicant and vehicle information, reviewed supporting documents, contacted applicants for verification, resolved discrepancies, and ensured applications met loan funding requirements.
• Ensured accurate loan applications, reduced errors and discrepancies, resolved information gaps promptly, improved data accuracy, and supported an efficient auto loan funding process.

Specialist, Quality Assurance - Teletech

(2022-08 - 2023-07)

• Monitored and evaluated work processes, coached employees, identified performance gaps, and implemented corrective measures to improve quality and efficiency.
• Conducted quality audits, evaluated employee performance, identified process gaps, recommended improvements, and maintained accurate quality records.
• Improved quality compliance, reduced recurring errors, enhanced employee performance, and increased operational efficiency through coaching and continuous improvement.

Chat Support II / Fraud Specialist - Teletech

(2022-02 - 2022-07)

• Investigated suspicious accounts, cryptocurrency transactions, and login activities, verified customer information, conducted account reviews, and escalated potential fraud cases.
• Reviewed flagged activities, performed KYC and account verification, assisted customers with security concerns, identified fraud patterns, and maintained accurate investigation records.
• Strengthened account security, helped prevent fraudulent activity, reduced potential fraud exposure, and supported a safer customer experience through effective fraud monitoring.

Sales Advisor - Concentrix

(2020-03 - 2021-03)

• Answered customer inquiries about program services and account details, guided them through choosing new plans and promotions, processed device upgrades and purchases, and helped issue and activate new SIM cards.
• Evaluated account eligibility for current promotions, resolved billing and device inquiries, cross-sold relevant products, and captured customer data to update profiles in the system.
• This strategy boosted business growth by speeding up new sign-ups with easy SIM and plan processing. It raised customer spending through upgrades and device sales, fixed problems faster on the first call, and made buyers happier with personalized deals.

Customer Service Representative - Alorica

(2019-07 - 2020-02)

• Received concerns related to customers accounts and medicine purchases via phone call.
• Reviewed the customer's account to see their account's status and to help them purchase their medicine.
• Completes average of 75 calls per day while making sure all interactions are up to quality standards and all concerns of each customers are resolved properly.

Bachelor of Technology - Automotive Engineering Technology - Technological University of the Philippines (2015 - 2019)