John Daniel Zapanta

Experienced Customer Service Team Leader with over 7 years of combined experience in customer support, team leadership, operations coordination, and restaurant management. Skilled in resolving customer concerns, coaching team members, scheduling staff, handling reports, and improving operational efficiency. Experienced with SQL databases, spreadsheets, and cross-functional collaboration.

Known for providing excellent customer service while maintaining high-quality performance in fast-paced environments.

Customer Service Team Leader at Clickplay Sportsgame Corp. (2021-01 – 2026-12)

• Led and supported a team of customer service representatives.
• Resolved customer inquiries, complaints, and account concerns promptly.
• Coordinated with Operations, QA, IT, and Management to resolve service issues.
• Monitored team performance and ensured service level targets were achieved.
• Generated reports using SQL databases and spreadsheets.
• Analyzed recurring issues and identified root causes to improve customer experience.
• Assisted in workforce scheduling and operational planning.

Restaurant Shift Manager at Savory Fast food Inc. (2018-01 – 2020-12)

• Managed daily restaurant operations.
• Prepared staff schedules and monitored attendance.
• Oversaw cash handling, deposits, and financial reporting.
• Maintained daily, weekly, and monthly operational reports.
• Ensured excellent customer service and compliance with company standards.
• Assisted in training and supervising team members.

Bachelor of Science in Hotel and Restaurant Management – University of Baguio (2013-01 – 2017-12)