Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Jayson Ray Tabor

Summary

Demonstrated ability to resolve conflicts with empathy, enhancing client loyalty. Skilled in scheduling optimization and data analysis, driving productivity improvements and fostering a positive customer experience.

Overview

8
8
years of professional experience

Work History

Customer Account Specialist

TDCX Malaysia
09.2022 - Current
  • Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Workforce Real Time Analyst

IntouchCX Philippines
09.2020 - 01.2022
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Optimized schedules, forecasts and other tools to present to management.
  • Boosted overall productivity, conducting regular performance analysis to identify opportunities for improvement in workforce management processes.
  • Conducted ongoing training sessions; increasing job preparedness amongst workers.

Customer Service Representative

IntouchCX Philippines
05.2019 - 08.2022
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Educated customers about billing, payment processing and support policies and procedures.

Customer Service Representative

Concentrix
08.2017 - 03.2019
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Education

BS Computer Science

Don Mariano Marcos Memorial State University, SLUC
Agoo, La Union, Philippines
04-2015

Skills

  • Service level agreements
  • Scheduling optimization
  • Workforce management
  • Forecasting accuracy
  • Staffing adjustments
  • Data collection & research
  • Google Sheets
  • Report writing
  • Setting schedules

Additional Information

Character References:


Cherry Mayne Quintong

Sr. Director Operations Support at IntouchCX Philippines

Mobile: +63 917 158 5117


Jessica Ballesteros
Operations Support Manager at IntouchCX Philippines
Mobile 1: +63 922 579 4904
Mobile 2: +63 916 432 9743


Rari Vera Patricia Davalan

Sr Real Time Analyst at IntouchCX Philippines

Mobile: +63 906 342 0551

Timeline

Customer Account Specialist

TDCX Malaysia
09.2022 - Current

Workforce Real Time Analyst

IntouchCX Philippines
09.2020 - 01.2022

Customer Service Representative

IntouchCX Philippines
05.2019 - 08.2022

Customer Service Representative

Concentrix
08.2017 - 03.2019

BS Computer Science

Don Mariano Marcos Memorial State University, SLUC

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Jayson Ray Tabor