Clarence Ilanan
Richmond
Summary
Dynamic Phone Team Leader at Shady Rays with a proven track record in enhancing customer satisfaction through effective problem-solving and data analysis. Skilled in cross-functional collaboration and process improvement, I drive team performance and foster a positive work environment, consistently achieving service objectives and elevating the customer experience.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Phone Team Leader - Brand Communications
Shady Rays
Louisville
01.2021 - Current
- Overseeing the daily operations in the Phone Team customer service dept. in Brand Communications.
- Managing and setting customer service objectives and expectations for individual team members.
- Compiling data to help with the department's progress.
- Offering and documenting suggestions and solutions, communicating them with upper management to find ways to improve and enhance the overall customer experience.
- Handling customer phone escalations to ensure that their queries are answered and their concerns resolved in a efficient manner.
- Making monthy reports for the phone team channel.
- Scheduling coaching sessions with Phone Team members to assist and help with their daily/ monthy and yearly goals.
- Creating programs and activities within the Brand Communications dept. to help foster good working relations amongst team members.
Brand Communications Associate
Shady Rays
04.2020 - 12.2021
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustments, when applicable and following up to ensure resolution.
- Provide accurate, valid, and complete information by using the right methods/tool.
- Going the extra mile by engaging with customers.
- Asking relevant questions to resolve customer questions and concerns.
- Offering style suggestions and product upselling based on customer needs and lifestyle.
- Responding to and closing out customer tickets once resolved.
- Multi tasking between Zendesk Phone tickets and ZD Emails.
- Engaging with other Brand Communication team members during meetings and exchanging suggestions and idea to help improve customer experience both on phones and email.
Stage Actor/ Performer
Merrick Center for the Performing Arts
Merrick
03.2010 - 02.2014
Education
CONSERVATORY CERTIFICATE: THE INTEGRATED PROGRAM - Acting, Dance in Theater and Vocal Performance
American Musical and Dramatic Arts
Manhattan, New York12.2006
Bachelor of Arts - Mass Communications Research and Journalism
Trinity College of CI Clarence Ilanan
Quezon City, Manila, Philippines03.1998
Skills
- Customer service
- Data analysis
- Process improvement
- Cross-functional collaboration
- Time management
- Problem solving
- Multitasking
- Creative
- Sales
Affiliations
- Merrick Center for the Performing Arts, Stage Actor/ Performer, 03/10, 02/14
- SAG/AFTRA (Screen Actors Guild/ American Federation of Television and Radio Artists), 01/12, Present
Certification
Core Elevation Leadership Training, 04/22
Accomplishments
- Authored the Five Snaps Awards for Brand communications phone team channel, which helped to enforce the company's core values.
- Recognized the team members who have excelled and embodied and incorporated those values in their daily work.
- Attended and completed the Core Elevation Leadership Training with Amanda and Gene Hammett.
- Started the Monthly Virtual Phone Hangouts (Spill the tea meetings) which inspired a more company-wide virtual hangout across all Shady Rays depts and channels.
- Coached and produced two top Brand communication associates, one of which has moved on successfully to a role in Growth Marketing.
- Listening and helping irate customers and still be able to belt out a tune after the call.
- Assisting with large Bulk orders.
Timeline
Phone Team Leader - Brand Communications
Shady Rays
01.2021 - Current
Brand Communications Associate
Shady Rays
04.2020 - 12.2021
Stage Actor/ Performer
Merrick Center for the Performing Arts
03.2010 - 02.2014
CONSERVATORY CERTIFICATE: THE INTEGRATED PROGRAM - Acting, Dance in Theater and Vocal Performance
American Musical and Dramatic Arts
Bachelor of Arts - Mass Communications Research and Journalism
Trinity College of CI Clarence Ilanan