Jake Anthony Ibarra | E commerce support | Customer service |
Negros Occidental
Customer Support & Retention Specialist | BPO Industry | 10+ Years Experience Experienced BPO professional with over 10 years supporting US clients across eCommerce, telecom, and network operations. Skilled in order management, escalation handling, vendor/carrier coordination, and customer retention. Promoted to Floor Support (Bed Bath & Beyond, Orchard Brands, 1-800-Flowers, Avas Flowers) and later Subject Matter Expert (Xfinity Retention). Also experienced in network operations, managing SLA tickets and monitoring internet connectivity for residential and hotel clients (Blueport Wireless). Passionate about delivering great customer experiences and continuous process improvement.
AVAS Flower US-Based E-Commerce , contract
Jan 2026 to Jun 2026
• Handled special order requests and proactively engaged customers to prevent order cancellations, achieving a consistent weekly save rate of 70–75% through effective problem-solving, relationship building, and customer retention strategies. . • Managed inbound and outbound customer calls, as well as email support, to resolve order-related inquiries while consistently meeting productivity targets of 7 tickets per hour and maintaining an average handling time (AHT) of 10 minutes for inbound and outbound calls. • Coordinated with internal teams to ensure timely processing and delivery of orders • Improved customer satisfaction by efficiently resolving order-related issues while consistently maintaining a 93–95% Quality Assurance (QA) score
Ubiquity (Blueport NOC 1), full_time
Aug 2023 to Dec 2026
• Provided technical support for internet and cable services across multiple U.S.-based properties, consistently maintaining a 95% Quality Assurance (QA) score through accurate troubleshooting and exceptional customer service. • Monitored network systems, outages, and core infrastructure using PRTG and Ruckus, ensuring timely incident tracking and accurate ticket updates in Connectwise while maintaining 96% accuracy in quarterly performance . Handling 70 tickets or more per day. • Troubleshooting connectivity issues involving routers, modems, access points, Roku TV, and Firestick . • Delivered real-time assistance to guests and residents, improving service reliability
Concentrix (Bed Bath & Beyond / Booking.com) , full_time
Jun 2023 to Jul 2023
• Handled customer interactions via chat, email, and phone using Salesforce to process orders and resolve inquiries, while effectively multitasking and managing up to three concurrent customer conversations without compromising service quality. • Processed refunds, replacements, complaints, and feedback efficiently. • Assisted customers with booking modifications, relocations, and general inquiries using the TED system, ensuring accurate updates and delivering exceptional customer service . • Maintained high customer satisfaction through effective communication and issue resolution.
Transcom(Retention Department) , full_time
Aug 2013 to Aug 2018
• Assisted customers with billing concerns, payments, and refunds using ACSR. • Processed service upgrades, downgrades, and account modifications while consistently achieving an average customer retention rate of 85% each quarter. • Applied retention strategies to reduce cancellations and improve customer loyalty. • Handled escalations and provided resolution options to maintain services through Jira .