Emmanuel Macantan

Customer support professional with over 6 years of experience supporting U.S.-based clients across financial, retail, and e-commerce industries. Skilled in real-time coordination, schedule management, and handling high-volume calls in fast-paced environments. Proven ability to resolve urgent issues, manage multiple priorities, and ensure seamless service delivery.

Seeking to transition into a Home Care Scheduler role where strong organizational and communication skills can support efficient care coordination.

Account Associate – EBT Cards (Financial Account, WFH) - VXI Global Solutions - San Jose Antique, Philippines

(2024-10 - 2025-05)

• Supported high-volume customer inquiries on billing, account access, and troubleshooting
• Worked effectively in a remote setup with minimal supervision
• Maintained accurate CRM notes, escalated critical issues, and ensured prompt follow-up to reduce complaint volume.

Customer Service Representative (Teleflora – Sales & Customer Service) - IXL Solutions Philippines Inc. - San Jose, Antique, Philippines

(2023-08 - 2024-01)

• Assisted customers with order placement, modifications, and delivery scheduling
• Coordinated with florists to ensure timely fulfillment of orders
• Resolved urgent delivery issues and last-minute changes
• Balanced customer satisfaction with operational constraints

Senior Customer Service Representative (Financial Account) Hybrid Set-up - Capital One Philippines - Alabang, Muntinlupa City, Philippines

(2020-02 - 2022-11)

• Handled inbound inquiries related to account issues, billing, and transactions, maintaining high customer satisfaction.
• Documented and escalated customer issues through CRM tools, ensuring timely resolution; adapted quickly to new platforms and internal systems with minimal ramp-up.

Process Associate/ Collections Specialist for Citibank - Genpact - Alabang, Muntinlupa City, Philippines

(2016-08 - 2019-11)

• Conducted inbound/outbound collections calls on delinquent credit card accounts.
• Followed up on overdue accounts, negotiated repayment arrangements, and processed payments.

Bachelor of Science - Mechanical Engineering - Western Institute of Technology (2010 - 2015)