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Bryan C. — Mid-Level Customer Retention Specialist from Philippines

Bryan C.

Mid-Level Customer Retention Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Bryan B. is a motivated professional with extensive experience in the BPO sector, primarily serving as a Retention Specialist at TranscomAsia. Throughout his career, he demonstrated a strong capability in client support & healthcare processes, expertly handling multiple inquiries, authorizations, and confidential records with precision and compliance. Additionally, his background in CRM & data management ensured organized and accurate client records. Bryan excelled in team leadership & coaching roles, identifying training needs, setting KPIs, and delivering actionable feedback to improve performance. He also managed escalations effectively, resolving complex issues through research, communication, and collaboration. His ability to meet sales targets in the forex trading market by leveraging strong relationship-building skills highlights his strategic approach to client engagement. Bryan holds a BS in Information Technology from ICCT Colleges INC and is adept at optimizing workflows and providing administrative support.

Experience

  • Team Lead, P.Dev Coach role

    Eperformax · 2019 — 2020
    Led and coached teams by identifying training needs and setting KPIs. Monitored performance metrics, offering constructive feedback to drive improvement and ensure compliance.

  • Sales associate

    S&LServices · 2017 — 2017
    Acquired and managed client portfolios in the forex trading market through proactive outreach. Facilitated onboarding, account setup, and transaction assistance for new clients. Successfully met sales targets using product knowledge paired with effective relationship-building techniques.

  • Member services support

    CGS · 2016 — 2017
    Delivered real-time support for multiple healthcare insurance inquiries, pre-authorization checks, and intake requests while maintaining accuracy and professionalism. Resolved client issues through research and effective written communication while adhering to privacy standards.

  • Collection specialist

    TELEPERFORMANCE · 2017 — 2017
    Handled escalation situations by making sound decisions that resolved complex issues while ensuring client satisfaction. Maintained and updated records in CRM systems with a focus on data accuracy and compliance.

  • Retention specialist

    TranscomAsia · 2014 — 2015
    Engaged with at-risk customers to address their concerns and resolve service issues. Analyzed customer behavior to find churn risks and applied retention strategies to enhance satisfaction. Followed up with clients via phone, email, and mail to address billing questions while fostering positive relationships.

  • Client Services representative

    Convergys
    Collaborated with internal teams to address discrepancies and disputes, ensuring smooth operations. Prepared performance reports on collections and outstanding balances to facilitate data-driven decision-making.

Skills & Expertise

Customer SupportExcelCustomer ServiceBackend Developer

Education

  • BS. Information Technology
    ICCT Colleges INC · 2010 — 2012

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