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Chino Gandia

Customer Service Representative

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Intro
Cavite, Philippines
Renewals Specialist at Concentrix CVG Philippines
Joined February 18, 2026

Skills

Languages

English
-
Fluent
Tagalog
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Native or Bilingual
About
I am a Customer Service Professional with 9 years of experience in telecommunications and e-commerce. My expertise lies in managing high-volume chat support, technical troubleshooting, and complex escalations using tools like Zendesk and Salesforce. I am deeply interested in digital-first roles where I can apply my background in customer retention and process improvement. My strong sides include a proven ability to maintain high CSAT scores, lead teams as a Point of Contact, and resolve disputes with efficiency and empathy.
Experience
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Concentrix CVG Philippines
Nov 2025 – Present
Makati City
Renewals Specialist
● Manage customer renewals by proactively engaging clients to retain services and maximize account value. ● Handle contract renewal discussions, address objections, and ensure customer satisfaction throughout the renewal cycle. ● Analyze customer needs and usage to recommend appropriate solutions and prevent churn. ● Meet or exceed renewal and retention KPIs while maintaining high-quality customer interactions. ● Coordinate with internal teams to resolve issues impacting renewals and customer
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Telstra International Philippines Inc.,
Jun 2023 – Nov 2025
Makati City
Assurance Consultant
● Handle customer inquiries via calls, SMS, and email while meeting quality and SLA standards. ● Serve as point of contact (POC) for colleagues by supporting escalations and daily reporting. ● Streamlined support workflows, contributing to improved case resolution efficiency. ● Maintain accurate documentation and follow-up to ensure first-contact resolution where possible. ● Supported customers via chat for sales and service inquiries before being endorsed to Complaints management.
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Shopee Philippines
Sep 2020 – Sep 2022
Mandaluyong City
Senior Analyst
● Resolved customer disputes, refunds, and order-related concerns with a focus on customer satisfaction. ● Coordinated with sellers and logistics teams to investigate and resolve delivery and order issues. ● Recommended process improvements that enhanced operational efficiency and turnaround time. ● Ensured compliance with internal policies and customer protection
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Telco Services Australia
Nov 2017 – Mar 2020
Pasay City
Chat Customer Experience and Sales Representative
● Supported Australian customers with mobile and internet service inquiries via chat. ● Delivered high-quality customer assistance while identifying opportunities to promote solutions. ● Contributed to sales conversions by aligning customer needs with appropriate products and services. ● Maintained high CSAT scores through clear communication and timely
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Concentrix Philippines
Jan 2017 – Jul 2017
Pasay City
Customer Service Representative
● Provided troubleshooting support through email and chat channels. ● Resolved customer issues accurately and within agreed service levels. ● Followed standard operating procedures to ensure consistent
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TELEPERFORMANCE
Mar 2014 – Jul 2015
Makati City
Customer Service Representative
● Assisted customers with travel-related inquiries for flights, hotels, and car rentals. ● GDS (Apollo) certified for booking creation, modifications, and cancellations. ● Ensured accurate processing while maintaining a high level of customer
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