Christopher Tan

Dedicated Customer Service Specialist with over 5 years of experience including multi-channel support. With proven skills in ticket management, issue resolution, and customer retention through CRM systems like Zendesk and Freshdesk. Achievements include ranking as top 3 overall performer for 2024.

Subject Matter

Expert contributing to onboarding team members and facilitating knowledge sharing to improve team performance.

Quality

Apprenticeship candidate.

Customer Service Representative (Project Based/Seasonal) at HKR (2025-11 – 2026-01)

• Monitored and managed Zendesk ticket queue for email and chat correspondence on an e-commerce platform
• Regularly checks Maestro for CSAT monitoring and QA coaching feedback
• Addressed wide-range of customer inquiries, from simple to complex and escalate issues requiring higher-level departmental support to maintain customer satisfaction
• Managed refunds and replacements efficiently for issues including damages, exchanges, and lost or returned items, enhancing customer experience
• Utilized Slack for real-time support communication, announcements and procedural changes to remain updated in supporting customers effectively in high-volume peak season

Senior Process Executive at Cognizant (2025-05 – 2025-09)

• Resolved subscriber issues through efficient phone, chat, and email communications, focusing on effective and empathetic problem-solving for the world's largest video streaming platform
• Assisted a global customer base with subscription modifications, billing inquiries, renewals, and cancellations, ensuring accurate customer profiles
• Executed upselling strategies and retention efforts to enhance customer loyalty and satisfaction

Customer Service Representative II at TaskUs (Lizardbear Tasking Inc.) (2020-12 – 2025-05)

• Expert-level assistance for eCommerce and subscription support via Zendesk and Freshdesk ticket queues
• Achieved an overall Top 3 ranking among customer service performers in 2024
• Candidate for Quality Assurance apprenticeship. Engaged in regular quality calibrations with international stakeholders to ensure alignment with best practices in customer service
• Selected as SME, promoting effective communication practices within the team by facilitating onboarding and mentorship sessions for new and existing teammates and team leaders
• Delivered expert-level assistance for eCommerce and subscription support via Zendesk and Freshdesk ticket queues for email and chat correspondence
• Managed comprehensive subscription tasks, including adjusting delivery frequencies and service recovery for cancellation requests
• Utilized Slack for real-time support communication and updates and Maestro for personal KPI monitoring

Customer Service Representative at Telus International Philippines (2019-12 – 2020-11)

• Managed inbound customer support via phone for car reservation and carrier service campaign ensuring compliance and customer satisfaction
• Executed car rental and reservation management functions, which included booking, upselling, extending, and canceling reservations while applying promotions
• Coordinated courier services by generating cases for lost claims and managing packaging logistics, ensuring timely resolutions and customer satisfaction

Bachelor of Science in Business Administration – City of Malabon University (2013 – 2017)