Customer Support & Operations Specialist
Ian Benedict Del Rosario
Customers remember
how you solve it.
Ian brings 10+ years of customer support experience, calm problem-solving and proven high-volume performance to teams that care about CSAT and retention.
CSATHIGHConsistently maintained
TOP QUARTERLYAGENT PERFORMANCEHighest rating + incentive
Measured on the details that matter: clear answers, accurate resolutions and customers who feel taken care of.
Range that proves adaptability
Different industries.
Same standard of care.
Healthcare needs empathy. Billing needs accuracy. Tech needs patience. Ian has delivered across all three, even when volume climbed to 400 emails a day.
B
BrelloHealthcare
iH
iHerbE-commerce
ST
Spark TrafficDigital services
CR
Chase Reiner SEOSEO operations
D
DIRECTVTV & billing
S
SprintTelecom
X
XboxGaming support
W
WOW!Internet & cable
C
ComcastInternet & cable
The work behind the confidence
A track record built
one resolution at a time.
01
2025 - 2026
Alliah Health Group / Brello
Email Support Specialist
Owned patient email support, billing disputes and chargebacks from investigation to resolution. Helped clear the dispute backlog, improved email templates and built escalation guidelines.150 daily tickets · up to 400 at peak · 10-15 disputes/day
02
2024 - 2025
iHerb
Email Support Specialist
Handled order status, shipping and account concerns at high volume while keeping answers accurate, timely and easy for customers to understand.100-150 customer emails/day
03
2024
Spark Traffic
Email Support
Resolved campaign, subscription, renewal, cancellation, technical and billing concerns for a global website-traffic service.Complex support with consistently high satisfaction
04
2020 - 2023
Chase Reiner SEO
Virtual Assistant
Combined customer care with dispute handling, payroll, team coordination and process documentation. Built guides that reduced errors and helped the team work with less supervision.6-8 team members · 60-80 emails/day · 3-5 disputes/day
05
2008 - 2019
BPO Industry
Customer Service & Technical Support
Supported DIRECTV, Sprint, Xbox, WOW! and Comcast customers through phone, chat, email and back-office work. Troubleshot internet, cable, gaming, billing and account issues.5 major accounts · 4 support channels
HUMAN CARE + SMARTER TOOLSAI can speed up work.
AI can speed up work.
People still build trust.
AI can help organize information, draft faster and reduce repetitive work. Ian brings the judgment it cannot replace: reading the situation, showing empathy and knowing when a customer needs more than a quick answer.
Email SupportPayment DisputesChargebacksTechnical SupportAccount ManagementBilling SupportQuality AssuranceTeam MentoringWorkflow ImprovementProcess DocumentationZendeskIntercomStripeWooCommerce
Why Ian, not AI alone
AI handles patterns.
Ian handles people.
The strongest support teams do not choose between people and AI. They use AI for speed, then rely on experienced people for judgment, ownership and customer trust.
He reads what is not written.
A customer may ask about a charge, but the real issue could be fear, confusion or lost trust. Ian knows when to slow down, clarify and respond like a person.
He owns the outcome.
AI can suggest a response. Ian investigates records, checks the details, handles disputes and follows the case through to a clear resolution.
He improves the system.
Ian has improved templates, created escalation guidelines, cleared backlogs and mentored teammates. He does more than work the queue. He helps the queue work better.
The right fit
Ian fits teams that need
speed without losing care.
High-volume supportFor teams managing busy email queues without lowering service quality.
Complex billing and disputesFor businesses that need careful investigation, documentation and clear answers.
Technical or account concernsFor customers who need calm guidance, not a generic reply.
AI-assisted service teamsFor businesses using automation that still need human review, escalation and accountability.
See if Ian fits your teamStrong support starts here
Hire someone who takes
customer satisfaction personally.
Ian is ready to help your team handle high-volume support, resolve difficult cases and protect the customer experience.