John Lester A. Calangian

Customer Service Specialist

Blk 32, Lot 21 Governor Licaros Street BF Resort Village, Brgy. Talon Dos, Las Piñas City, Philippines

About

With over 3 years of progressive experience in the BPO industry, I have built a solid track record across customer service, sales, healthcare support, and technical accounts. I began my journey as a frontline Customer Sales Representative, where I was consistently recognized as a top performer for meeting and exceeding sales targets while delivering excellent customer service. My ability to guide conversations, execute smooth call flows, and share best practices with teammates led to early recognition as a peer mentor.

I later transitioned into healthcare support, where I handled sensitive member inquiries with professionalism, empathy, and strict adherence to compliance standards. This experience honed my ability to manage high-stakes conversations, resolve complex concerns, and build trust with customers.

Currently, I serve as a Subject Matter Expert (SME) in a technical support environment, where I lead in agent coaching, performance audits, escalated call handling, and client coordination. My role involves providing real-time coaching, conducting live call reviews, and ensuring alignment with client expectations through consistent communication and quality assurance practices.

Throughout my career, I’ve demonstrated a passion for operational excellence, team development, and customer satisfaction. I bring a well-rounded and adaptable skill set that allows me to thrive in fast-paced environments while contributing to performance growth and service innovation.

Work Experience

Subject Matter Expert

Alorica

Feb 2024 - Present

Makati City, Metro Manila, PH

Led technical support operations and agent development as a Subject Matter Expert, optimizing processes and enhancing team performance to drive client satisfaction and operational excellence.

  • Coached and mentored technical support agents in real-time, conducting live call audits and providing actionable feedback to elevate customer interaction quality and efficiency.
  • Managed escalated customer issues and complex inquiries, collaborating with internal teams and clients via email communication to ensure timely and effective problem resolution.
  • Monitored team performance metrics and identified key coaching opportunities, contributing to enhanced overall account performance and client satisfaction through targeted development initiatives.
  • Provided hands-on leadership in process improvement, analyzing existing technical and operational procedures to recommend and implement enhancements aligned with strategic goals.

Healthcare Customer Service Representative

Foundever

Aug 2023 - Dec 2023

Makati City, Metro Manila, PH

Provided critical healthcare customer service, managing complex inquiries and ensuring HIPAA compliance to enhance member satisfaction and operational efficiency.

  • Delivered exceptional customer support to members and healthcare providers, efficiently resolving inquiries related to medical benefits, claims status, eligibility, and prior authorizations.
  • Ensured strict adherence to HIPAA compliance and client protocols, consistently maintaining data security and regulatory standards in all customer interactions.
  • Applied a compassionate and solutions-driven approach in a fast-paced contact center, contributing to improved customer satisfaction and overall operational efficiency.
  • Managed a high volume of diverse healthcare inquiries, demonstrating strong problem-solving skills to provide accurate and timely information.

Customer Sales Representative

Concentrix

Mar 2022 - May 2023

Alabang, Muntinlupa, Philippines

Drove sales performance and customer satisfaction as a top-performing Customer Sales Representative, leveraging effective communication and mentoring to achieve targets and foster team growth.

  • Achieved consistent top performer recognition by exceeding sales targets through effective communication, active listening, and a strong understanding of customer needs.
  • Executed seamless call flows with clarity and professionalism, ensuring positive customer interactions that contributed to enhanced customer loyalty and account growth.
  • Provided real-time feedback and sales tips to teammates, offering guidance on sales pitch delivery and objection handling to elevate overall team performance.
  • Combined a strong focus on customer satisfaction with a results-driven mindset, directly contributing to increased customer loyalty and sustained account growth.

Education

Humanities and Social Sciences Program

Bloomfield Academy - Center for Science and Technology

Graduated with Honors

Jul 2021

Las Pinas City, National Capital Region, Philippines

Skills

Team Leadership & Development

  • Coaching
  • Mentoring
  • Performance Analysis
  • Team Development
  • Real-time Feedback
  • Live Call Audits

Sales & Business Acumen

  • Sales Performance
  • Sales Targets
  • Objection Handling
  • Sales Pitch Delivery
  • Account Growth
  • Customer Loyalty

Communication & Collaboration

  • Active Listening
  • Consultative Recommendations
  • Client Collaboration
  • Internal Team Collaboration
  • Email Communication
  • Professional Communication

Process Improvement & Analysis

  • Process Optimization
  • SOP Analysis
  • Technical Enhancements
  • Resource Requirements
  • Process Gap Identification

Customer Service & Support

  • Customer Engagement
  • Issue Resolution
  • Customer Relationship Management
  • Technical Support
  • Healthcare Support
  • Call Flow Management
  • Quality Assurance
  • Client Protocols