Mar John Pumar

Multi-Regional Operations Customer Expert 1

Dec 2023 - Feb 2026 • 2 yrs 2 mos

Operations Customer Expert 1 – Teleperformance (Afterpay/Clearpay Account, AUS, NZ, USA, CAN, UK) | December 2023 – February 2026 In this role, I provided multi-channel customer support to Afterpay and Clearpay users across five countries, assisting with complex payment inquiries, order issues, account management, and technical concerns via chat, email, and calls. I consistently delivered professional, accurate, and solutions-focused service while maintaining high customer satisfaction and meeting strict KPIs in a fast-paced environment. Key achievements and strengths: Global client expertise: Assisted customers from diverse regions (Australia, New Zealand, USA, Canada, UK), adapting communication to local cultures and expectations. High-volume efficiency: Managed large daily caseloads while maintaining accuracy and empathy, resolving issues quickly and effectively. Problem-solving & escalation: Resolved complex account and payment issues and escalated technical or critical cases appropriately, ensuring seamless customer experience. CRM and multi-platform proficiency: Maintained precise records across CRM systems, ensuring follow-ups were accurate and timely. Performance recognition: Achieved consistently high customer satisfaction scores and demonstrated reliability and ownership in a dynamic, global operations environment. This role honed my ability to communicate clearly, think critically, and handle high-pressure situations, making me highly effective in delivering exceptional customer support and building trust with clients.

Customer Service Representative

Apr 2023 - Dec 2023 • 8 mos

CSR – Teleperformance (Afterpay Account, AUS & NZ) | April 2023 – December 2023 During this period, I provided high-quality customer service to Afterpay users across Australia and New Zealand, assisting with payment inquiries, account management, and order support via chat, email, and calls. I consistently delivered accurate, timely, and professional solutions, helping resolve complex issues while maintaining high customer satisfaction. Key strengths that made me stand out: Multi-channel expertise: Handling inquiries seamlessly across chat, email, and calls, ensuring a smooth and efficient customer experience. Problem-solving: Quickly identifying issues and providing clear, actionable guidance to resolve payment or account concerns. Attention to detail: Maintaining accurate records in the CRM to ensure consistent follow-ups and high-quality service. Customer satisfaction: Recognized for maintaining strong relationships with customers and achieving top-quality metrics in a high-volume environment. This role strengthened my ability to adapt to diverse customer needs, communicate clearly, and operate under pressure, making me highly skilled at delivering professional support that builds trust and loyalty.