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Bachelor of Science in Electrical Engineering
FEU Institute of Technology
A brief Personal Information about me
My name is Shylon John Steve Naga, and I am a customer service and operations professional with more than six years of experience in the financial services industry.
I began my career as a Retention Specialist, where I assisted credit card holders who were considering closing their accounts. Through effective communication, problem-solving, and customer retention strategies, I helped address customer concerns and improve overall customer satisfaction.
I then advanced to a Relationship Manager role, where I supported U.S.-based credit card holders with various account-related concerns, including fraud claims, disputes, balance inquiries, transaction investigations, account updates, and general customer service support.
Currently, I serve as a Team Manager, leading a team of customer service professionals. My responsibilities include coaching and developing team members, monitoring key performance indicators, conducting performance reviews, resolving escalations, and collaborating with clients to drive operational success.
Throughout my career, I have developed strong skills in customer relationship management, communication, problem-solving, performance management, data analysis, and team development. I am also proficient in tools such as Salesforce, SPRNKLR, TSYS, Amazon Connect, and Microsoft Excel.
I believe I would be a great fit for this role because I bring a combination of hands-on customer service experience, leadership capabilities, and a strong commitment to delivering exceptional results. I am highly adaptable, customer-focused, and passionate about creating positive experiences for both customers and stakeholders.
Thank you for your time and consideration. I look forward to the opportunity to contribute my skills and experience to your team.
What I'm good at!
Check this!
Customer Service
Team Leader
Data Gathering and Reporting
Pinterest Management
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
Professional Experiences to go!
Since experience is the best teacher let me show you what an experienced customer service professional looks like
2021
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2022
Alorica
(Relationship Manager (Chat/Email))
Address escalated concerns through Email/Chat
2019
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2021
Alorica
(Account Specialist (Retention Specialist))
Handles specific concerns mainly customers who wants to close/discontinue their accounts
2018
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2018
Alorica
(Customer Service Representative)
Assist customers with their general concerns
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Retention Specialist
Financial concerns, providing solutions and supporting customer retention efforts.
Relationship Manager
Addressing general escalated concerns about their financial concerns.
Team Manager
Manages a team of 15 - 20 customer service representatives.