Jan Carlo Ramas
Cebu City, Philippines
Jan Carlo Ramas
Customer Support Specialist/ Team Lead
Category : Marketing and sales
Results-driven professional with 10 years of experience across the eCommerce and BPO industries, backed by solid exposure to US healthcare operations. I started with 3 years as a Customer Service Representative in eCommerce, building strong skills in customer support, problem-solving, and managing high-volume interactions. I then spent 5 years in Quality Assurance within the BPO industry, ensuring service excellence, driving process improvements, and maintaining high performance standards.
In addition, I bring hands-on experience in US healthcare, including medical billing, claims processing, benefits and eligibility verification, and pre-authorizations—requiring accuracy, compliance, and attention to detail. Most recently, I served as a Team Leader for 2 years, coaching teams, improving workflows, and consistently driving performance.
Known for a detail-oriented approach, strong analytical skills, and a people-first leadership style, I excel in fast-paced environments and contribute to both operational efficiency and outstanding customer experiences.
In addition, I bring hands-on experience in US healthcare, including medical billing, claims processing, benefits and eligibility verification, and pre-authorizations—requiring accuracy, compliance, and attention to detail. Most recently, I served as a Team Leader for 2 years, coaching teams, improving workflows, and consistently driving performance.
Known for a detail-oriented approach, strong analytical skills, and a people-first leadership style, I excel in fast-paced environments and contribute to both operational efficiency and outstanding customer experiences.
Working hours
- Monday:08h00 To 18h00
- Tuesday:08h00 To 18h00
- Wednesday:08h00 To 18h00
- Thursday:08h00 To 18h00
- Friday:08h00 To 18h00
- Saturday:Not available
- Sunday:Not available
Deliver excellent customer service by resolving complex issues and helping improve support
processes.
Provide timely, friendly, and accurate assistance to customers through email and live chat.
Respond to inquiries about product availability, order status, shipping timelines, returns, and
related concerns.
Coordinate with suppliers and vendors to process orders, monitor shipments, and address
fulfillment issues.
Manage customer complaints with empathy and professionalism while working toward effective
solutions.
Investigate issues, provide appropriate resolutions, and follow up to ensure customer satisfaction.
Assist customers with technical concerns related to website navigation, order placement, or account
access.
Troubleshoot issues and escalate more complex cases to the appropriate team when needed.
Ensure every customer interaction results in a helpful and satisfactory resolution.
Stay updated on industry trends, best practices, and developments in dropshipping and customer
support.
processes.
Provide timely, friendly, and accurate assistance to customers through email and live chat.
Respond to inquiries about product availability, order status, shipping timelines, returns, and
related concerns.
Coordinate with suppliers and vendors to process orders, monitor shipments, and address
fulfillment issues.
Manage customer complaints with empathy and professionalism while working toward effective
solutions.
Investigate issues, provide appropriate resolutions, and follow up to ensure customer satisfaction.
Assist customers with technical concerns related to website navigation, order placement, or account
access.
Troubleshoot issues and escalate more complex cases to the appropriate team when needed.
Ensure every customer interaction results in a helpful and satisfactory resolution.
Stay updated on industry trends, best practices, and developments in dropshipping and customer
support.
- Monitor and track the performance of team members to ensure improvement and consistency
- Collaborate with support team and administration, sharing key observations and propose specific action plans to enhance agent performance
- Collaborate with support team and administration, sharing key observations and propose specific action plans to enhance agent performance
- Audit and provide feedback on answered calls from representatives to ensure client standards are met.
- Collaborate with other development teams for the improvement in process.
- Collaborate with other development teams for the improvement in process.
- Collaborate with external stakeholders with updates to process and organize audits and keeping records for tracking and development.
- Provide real time support in answering agent queries and initiate calibrations to assure standards are consistently met.
- Provide real time support in answering agent queries and initiate calibrations to assure standards are consistently met.
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