John Christopher Cacdac Email & Phone Number

Taguig, Ncr, Ph

Quezon City, National Capital Region, Philippines

- Lead and develop a high-performing customer support team focused on delivering exceptional customer experiences.- Drive team performance and customer satisfaction through effective coaching, mentoring, and performance management.- Implement strategies to optimize customer support operations and identify opportunities for process improvement.

Taguig, National Capital Region, Philippines

- Conducts training sessions for trainees that come from a diverse range of backgrounds, including Indonesia, India, Malaysia, Thailand, Vietnam, and more- Develops and maintains training materials, including product manuals, and user guides while maintaining brand aesthetics. - Oversees 6 departments comprising front-end and back-end teams, ensuring that tasks are accomplished in the most efficient way possible.- Performs data analysis to evaluate the effectiveness of training programs and identify areas for improvement. This will then be presented to the Leadership team as part of Business Review.- Collaborates with business analysts to develop well-rounded processes, tools, and improvements that benefit stakeholders.

Taguig, National Capital Region, Philippines

- Analyzes and collects data to create reports for business and projects presentation.- Conducts partner/content creator appointments and video call conferences to discuss strategies and improvements.- Collaborate on creating aesthetically pleasing thumbnails, channel branding, and more.

Taguig, National Capital Region, Philippines

- Provides support for a video sharing platform and handles partner concerns via email and chat.- Analyzes partner requests, inquiries, and concerns to maintain a good relationship between partners and the platform.- Collaborates with team members to ensure timely and high-quality support through a buddy system.

United Arab Emirates

- Manages short-term and long-term forecasting, scheduling, and planning for six sites across India, Egypt, and the UAE.- Determines staffing needs based on service type, language, and site and presents required headcount to stakeholders.- Conducts weekly meetings with stakeholders to present staffing plans and service levels and updates database with new-hire information, logins, and segmentation.

Ajman, United Arab Emirates

- Balances workload and available resources to meet customer service expectations, including call routing and non-voice channels.- Maximizes productivity by effectively managing idle time and protecting service levels.- Monitors compliance, adherence, service level, and forecasting accuracy through reports and manages multiple sites and lines of business in real-time, including inbound and outbound customer care, sales, back-office, and non-voice channels.

Ajman, United Arab Emirates

- Receives and handles calls and emails from top Etisalat executives, including the Chairman and CEO.- Resolves urgent technical and billing cases for mobile, fixed, consumer, and business customers.- Collaborates with relevant teams to ensure complaints are resolved within the provided timeframe, calculates and validates case resolution time, and sends daily trackers and team reports.

Ajman, United Arab Emirates

- Handles escalated technical and billing cases for consumer and prestige customers.- Resolves urgent technical and billing cases for mobile, fixed, consumer, and prestige customers.- Collaborates with relevant teams to ensure complaints are resolved within the provided timeframe.

Ajman, United Arab Emirates

- Extracts data from IBM Cognos for pending customer requests.- Collaborates with IT teams to ensure timely resolution of requests.- Sends detailed reports to Prestige Management hourly, daily, and monthly using Microsoft Excel and PowerPoint.

Ajman, Uae

- Provide technical and billing support for Prestige customers through calls- Provide technical assistance for ADSL, Fiber, and Mobile complaints, while also helping customers configure routers and other internet-capable devices for their internet connection needs.

Region Iva - Calabarzon, Philippines

Sales Mentor for SiriusXM

Philippines

Respond to sales inquiries from SiriusXM customers and promote the installation of satellite radio services in their vehicles.

Philippines

- Handle technical inquiries from Optus Mobile and Mobile Broadband customers via inbound calls- Assist customers in configuring internet-capable devices, including wireless and wired devices such as mobile phones, PCs and laptops, wireless printers, and other devices.

Philippines

- Makes payment collection calls for Telstra customers, including Consumer, Business, Mobile, and Fixed services- Assists with Promise-to-pay requests to prevent account disconnection risks.

- Handle inbound calls from Verizon High Speed Internet customers for technical support on internet capable devices- Troubleshoot ADSL technical issues- Assist customers in configuring wireless and wired routers for internet connection on various devices such as mobile phones, PCs, laptops, and wireless printers.