Glenn Dale Bryan Into

Customer Service and Client Support professional with 18+ years of experience managing customer relationships, driving client satisfaction, and resolving complex issues across financial services, telecommunications, technical support, and customer experience environments. Proven track record of supporting high-value clients, managing large customer portfolios, and delivering exceptional service that improves retention and loyalty. Skilled in stakeholder communication, account support, escalation management, and cross-functional collaboration.

Recognized for exceeding performance metrics, building long-term client relationships, and delivering solutions that contribute to customer success and business growth. Proficient in CRM platforms, customer lifecycle management, and managing multiple priorities in fast-paced, high-volume environments.

SENIOR CUSTOMER SERVICE SPECIALIST (Online Personal and Business Banking Clients) - JPMorgan Chase Bank

(2016-05 - 2026-05)

• Managed a portfolio of business banking clients, handling 80–100 customer interactions daily while consistently maintaining high customer satisfaction scores.
• Resolved complex escalations and account concerns, improving customer retention and reducing repeat contacts.
• Consistently exceeded key performance metrics, including customer satisfaction (CSAT), first-contact resolution, and service-level agreements (SLAs).
• Partnered with internal stakeholders across multiple departments to resolve client issues and improve the overall customer experience.
• Maintained accurate account documentation and CRM records to ensure seamless client support and service continuity.
• Acted as a trusted advisor for business banking customers by identifying needs, providing solutions, and strengthening long-term client relationships.

CUSTOMER SERVICE REPRESENTATIVE – MACYS RETAIL - Concentrix

(2014-09 - 2016-05)

• Delivered support for billing, orders, product inquiries, and technical concerns in a high-volume customer service environment.
• Consistently achieved productivity, quality assurance, and customer satisfaction targets.
• Identified recurring customer pain points and contributed recommendations that improved service processes and customer experience.
• Built strong customer relationships through proactive communication and effective problem resolution.
• Processed account updates, refunds, and service requests with a high level of accuracy and attention to detail.

TECHNICAL SUPPORT REPRESENTATIVE – AT&T U-VERSE - VXI Global Holdings

(2012-03 - 2013-08)

• Resolved internet, television, and telecommunications service issues through effective troubleshooting and technical support.
• Guided customers through complex technical solutions, increasing customer confidence and satisfaction.
• Managed multiple support cases simultaneously while meeting service-level expectations.
• Collaborated with escalation teams to resolve advanced technical concerns and ensure positive customer outcomes.
• Documented customer interactions and resolutions accurately within CRM and ticketing platforms.

CUSTOMER SERVICE REPRESENTATIVE – EQUIFAX - Sitel Philippines

(2008-04 - 2012-02)

• Assisted customers with credit report inquiries, dispute resolution, and account-related concerns while ensuring regulatory compliance.
• Managed high volumes of customer interactions while maintaining quality, productivity, and accuracy standards.
• Built trust and rapport with customers through empathetic communication and solution-focused support.
• Educated customers on products, services, and account options, improving customer understanding and issue resolution.
• Maintained detailed customer records across multiple systems to support service continuity and compliance requirements.

Bachelor's Degree - Biology - University of Southeastern Philippines (2008)