EDGAR SANZ
Nanaimo,BC
Summary
Customer Success Representative with extensive experience in issue resolution and client account management. Demonstrated ability to enhance customer satisfaction through innovative solutions and effective collaboration across departments. Expertise in technical troubleshooting and process improvements, resulting in elevated user experiences and increased customer loyalty. Strong communication and problem-solving skills applied in managing complex customer issues and fostering proactive relationships.
Overview
2026
2026
years of professional experience
Work History
Customer Success Representative
ASICS Apps Canada
09.2024 - Current
- Collaborated with Customer Success team to address inquiries from event organizers and app users.
- Provided training and support to event stakeholders through various communication channels.
- Delivered empathetic assistance and innovative solutions to technical issues for users.
- Worked with Customer Success leadership to identify trends and propose actionable improvements.
- Reported product bugs and enhancement requests to technical teams on behalf of Customer Success.
- Executed projects that significantly contributed to customer satisfaction and success.
- Engaged in diversity and inclusion initiatives within ASICS Apps teams to promote equity.
- Coordinated across departments to surpass customer expectations in service delivery.
Customer Experience Representative- CSR1
TTEC Canada
01.2022 - 06.2024
- Performed administrative tasks such as data entry, filing documents, scheduling appointments.
- Processed orders quickly and efficiently while ensuring accuracy in order entry details.
- Maintained up-to-date knowledge of product updates and changes to help customers make informed decisions.
Claim examiner
Pacific Blue Cross
01.2019 - 01.2021
Customer Service Representative
Pacific Blue Cross
01.2018 - 01.2019
Technical Support Representative
Rogers (formerly Shaw Communications)
01.2011 - 01.2018
- Philippines Experience
Customer Service Representative
Genpact Corp
01.2008 - 01.2010
Customer Service Representative
People Support Company
01.2007 - 01.2008
Agency Coordinator
Security Bank Cards Manila
01.2005 - 01.2007
Customer Experience Representative
Reef Technology
01.2022
Customer Experience Representative
APAC Customer Support
01.2008
Customer Service and Technical Support
- Personally Work or Answer chat, email, and Phone inquiries. and respond to customer requests along with providing customers with product and service information.
- Management of Client Accounts
- Identify, research, and resolve customer issues using the computer system and Follow-up on customer inquiries not immediately resolved.
- Recognize, document, and alert the supervisor of trends in customer calls.
- Recommend process improvements.
- Transfer customer calls to appropriate staff.
- Complete call logs and reports.
- Additional Support (Clerical, Administrative and Consultations)
- Provide Leadership and Assistance to any internal or External Client
- Communicate with the customer on a regular basis to discuss operational issues, and to build rapport with the customer.
- Recommend & execute suitable actions to the customer while making process improvements to ensure delivery on all performance metrics.
- Proactively resolve people issues and ensure that attrition is well below the defined target.
Education
Bachelor of Science - Finance
FAR EASTERN UNIVERSITY
Manila, Philippines01.2005
Skills
- Customer service and support
- Client account management
- Issue resolution
- Process improvement
- Data analysis
- Relationship management
- Technical troubleshooting
- Customer success
- Customer relationship management
- Product training
- Project execution
- Cross-department collaboration
References
References available upon request.
Timeline
Customer Success Representative
ASICS Apps Canada
09.2024 - Current
Customer Experience Representative- CSR1
TTEC Canada
01.2022 - 06.2024
Customer Experience Representative
Reef Technology
01.2022
Claim examiner
Pacific Blue Cross
01.2019 - 01.2021
Customer Service Representative
Pacific Blue Cross
01.2018 - 01.2019
Technical Support Representative
Rogers (formerly Shaw Communications)
01.2011 - 01.2018
Customer Service Representative
Genpact Corp
01.2008 - 01.2010
Customer Experience Representative
APAC Customer Support
01.2008
Customer Service Representative
People Support Company
01.2007 - 01.2008
Agency Coordinator
Security Bank Cards Manila
01.2005 - 01.2007
Customer Service and Technical Support
Bachelor of Science - Finance
FAR EASTERN UNIVERSITY
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