Thania Caancan

Experience

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  ICT (Acquired by Sykes)

  Jan 2006 - Feb 2008

  Credit Specialist

  Answer calls from people that have acquired copies of their credit reportsAnswer questions regarding what is reported by the credit reporting bureau.Identify mixed files.Identify fraud files.Send to Dispute process the customer's requests.

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  Convergys

  Feb 2008 - Mar 2011

  Customer Service Representative

  Answer calls from customers who bought new and pre-owned vehicles to activate the in-vehicle technologyProvide information regarding the technology which is mostly about road assistance, turn-by-turn navigation, emergency assistance, and hands-free calling system

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  24/7 Customer

  Apr 2011 - Dec 2011

  Advisor/Customer Service Representative

  Answer frontline calls from customers which include mobile plans, add-ons, calls, texts and internet subscriptions.Provide troubleshooting assistanceProvide billing explanations to disputed customer bills

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  Sutherland Global Services

  Jan 2012 - Jun 2015

  Answer front line customer service calls from PayPal members with questions specific to their PayPal account; answer questions from non-PayPal members mostly about how to be a member of PayPal and how to use it; file Claims for Buyers, escalate Disputes into a Claim, and perform case decisioning.Hired: July 20, 2012Completed UpSkill Training for PayPal Security Settings and Payment: January 2013Completed UpSkill Training for PayPal Disputes and Claims Department: April 2013Promoted to Training Ambassador: September 2014 Show less

  • Disputes and Claims Specialist

    Jul 2012 - Jun 2015

  • Customer Service Associate

    Jan 2012 - Jan 2015
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  TELUS International Philippines

  Jan 2012 - Jun 2012

  Chat and Email Support

  Email and Chat Support to customers that have questions regarding the game they playProvide assistance in processing add-ons like buying online game currency

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  Sitel

  Jul 2015 - Sept 2015

  Customer Service Representative

  Answer calls from client's customers regarding their health provisions, its scopes, and their benefits.

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  WCS Asia

  Dec 2015 - Jul 2019

  The Customer Care Supervisor is responsible in supervising the day-to-day operations of Customer Care Support Department at WCS Asia, and over-all Customer Care support across all customer accounts in the US. As a Customer Care Supervisor, she is accountable for meeting performance metrics in alignment with key company objectives centered on service, retention, sales, quality assurance, and service levels. This position drives the customer care support performance by focusing on coaching to improve performance behaviors. The role demands to work closely with all departments including managers of each group to obtain great performance, and process improvement initiatives. The supervisor will also demonstrate effective leadership by coaching, motivating and developing team members while measuring work to ensure team performance is met. The Customer Care Supervisor is also responsible in resolving customer care issues of global accounts through research and thorough account investigation. She works as a support person for the Premier Account Managers in facilitating orders and requests from the global customers. She is knowledgeable in account management tasks to maintain customer satisfaction, and expert in identifying their telecommunication needs fit for their business. Show less Job Description: As a Project Specialist: Work collaboratively with our US counterpart in the implementation of projectsProjects: 1. Project Change of Address – December 20152. Project Spinning – January – March 20163. Project Security Finance – December 2015 – April 20164. Project Accounts Payable – January 2016 – Present As a Collection Support Admin: Work directly with Department Managers in the Philippines as a Support Admin for the Billing and the Collections Team. Research and evaluate technical information to resolve Billing disputes of customers. Create order to make changes on the account (Move, Add, Change, and Disconnect).1. In-charge of 159 accounts to be contacted monthly to collect paymentAs a Provisioner: Trained to take part in deployment of new tool to be used across all sites (Manila and US). As an Order Care Specialist: Quality check orders and assign orders to the Provisioning Team/Provisioners. As a Customer Care Specialist: Create order to make changes on the account (Move, Add, Change, and Disconnect). Handle queries regarding their accounts. Show less

  • Customer Care Supervisor

    Dec 2016 - Jul 2019

  • Engagement Coordinator

    Nov 2016 - Jul 2019

  • Project Specialist

    Dec 2015 - Nov 2016
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  Wrap Arsenal

  Jan 2019 - Apr 2025

  Business Owner

  We are a small business located in Quezon City, Philippines. Our services include car wrapping, car window tinting, ceramic coating, and auto detailing.

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  Wells Fargo

  Jan 2020 - now

  Phone Banker 2