John R.

John Raniel A. is an experienced Customer Service Representative (CSR) and Technical Support Representative (TSR) based in Quezon City, Philippines, with over 10 years of expertise supporting a major U.S. retail and e-commerce company operating both online and through physical stores across multiple states. At Teletech, he manages inbound customer interactions via phone and email, efficiently addressing inquiries, order processing, billing concerns, refunds, and device troubleshooting. John Raniel A. utilizes platforms such as Zendesk and CRM ticketing systems for precise case management and issue escalation, consistently achieving quarterly benchmarks like a 139.64% composite score and excelling in SLA compliance. Notably, he contributed to the successful integration of technical support and customer service functions as a member of a pilot team, directly strengthening the client partnership in the retail and e-commerce domains.