Eldrin J.
Junior Customer Service Team Manager
Open to offersNew to PlatformAbout
Eldrin Jay T. is an experienced professional in the business process outsourcing (BPO) sector, specializing in customer service, chat support, and team leadership roles. At Ibex, he served as a Customer Service Representative, efficiently managing customer inquiries, complaints, and financial account adjustments while coordinating shipping and delivery with carrier representatives. At TaskUs, he advanced from Chat Support Representative for the Uber account—handling account changes, escalations, and refunds—to Subject Matter Expert and later Team Manager. In these roles, Eldrin Jay T. developed and executed training programs, coordinated interdepartmental resources, analyzed workflows for process improvement, and led a team of over ten individuals to achieve organizational objectives. His expertise encompasses Salesforce, Google Workspace, Sprinklr, and Jira, supported by certifications in HubSpot Social Media Marketing and formal education in marketing and social sciences.
Experience
Team Manager
TaskUs · 2025 — 2026Supported and guided team members to reach organizational objectives. Trained and mentored staff to elevate performance and productivity. Monitored team performance, identified improvement areas, and devised strategies to tackle challenges. Worked alongside other departments to strengthen inter-team relationships. Led a team of over 10 individuals while achieving targets within deadlines. Handled client inquiries and resolved customer issues to uphold high service standards.Subject Matter Expert
TaskUs · 2024 — 2025Provided ongoing support to agents. Created detailed training programs to enhance knowledge transfer and product adoption. Collaborated across various departments to ensure project completion. Analyzed existing systems for opportunities related to process improvements and cost savings. Worked with team members to refine processes by formulating work instructions, standard operating procedures, and standardized forms.Chat Support Representative
TaskUs · 2023 — 2024Addressed chat inquiries and complaints according to established procedures. Assisted Uber customers with changes to their account details. Elevated issues involving account risks for further review. Facilitated the cancellation and refund of subscriptions.Customer Service Representative
Ibex · 2021 — 2022Managed customer inquiries and complaints via telephone in a professional manner. Adhered to standard operating procedures to address phone inquiries and support cases. Kept up-to-date with information about products, services, pricing, and promotions. Conducted timely follow-ups on unresolved issues from previous shifts. Coordinated with carrier representatives regarding shipping and delivery instructions. Processed financial account adjustments for customers.
Skills & Expertise
Education
- Bachelor of Science in Business Administration Major in MarketingUniversity of Bohol · 2021 — 2023
- Senior High School - Humanities and Social SciencesUniversity of Bohol · 2019 — 2021
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