ALEINNE JOY ONG
Caloocan City
Summary
Motivated professional with strong abilities in performance monitoring and escalation management. Leverages excellent communication and active listening skills to foster positive customer relationships. Exhibits flexibility and adaptive problem-solving expertise to navigate diverse challenges.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative II
Teletech Novaliches
Quezon City
04.2025 - Current
- Prioritised urgent and high-risk complaints, ensuring they were escalated appropriately and resolved in a timely manner.
- Researched and resolved customer issues received via different channels for exceptional client experience.
- Trained, coached and mentored consultants to increase team productivity.
- Facilitated training sessions for junior staff, improving their understanding and skills.
- Monitored staff performance and developed improvement plans.
- Analysed escalation patterns to identify root causes and implemented preventative strategies.
- Provided expert advice on subject-specific issues to enhance organisational efficiency.
Account Associate
Foundever Philippines
09.2023 - 01.2024
- Managed retail and international client accounts, fostering strong relationships and addressing client needs
- Assisted customers via chat and email, resolving inquiries and enhancing satisfaction
- Performed administrative support tasks in back office, ensuring smooth operations
Customer Service Representative
AFNI Philippines
02.2023 - 07.2023
- Resolved customer inquiries through online chat, ensuring timely assistance
- Delivered personalised sales solutions to enhance customer satisfaction
- Oversaw telecommunications and international accounts to maintain service quality
Customer Service Representatives
Concentrix
06.2022 - 10.2022
- Assisted customers with telecommunications issues
- Conducted inbound and outbound calls for customer service
- Processed customer payments accurately and efficiently
- Managed international accounts to ensure effective service delivery
Subject Matter Expert
WNS Global Services
08.2022 - 05.2022
- Supported specialists in process improvement initiatives
- Conducted tutoring sessions to enhance agents' skills and knowledge
- Provided customer support via chat
- Reported daily on class activities and outcomes
- Completed administrative tasks efficiently
- Airline/Travel account, International
Call Center Agent
Sitel Cyberpod Quezon City
Quezon City
05.2021 - 08.2021
- Assisted customers with inquiries and issues via phone
- Facilitated resolution for customers disputing incorrect charges on their accounts
- Handled financial account
- Managed relationships with international accounts, ensuring satisfaction and effective communication
Education
Vocational Graduate - Hair Dressing & Beauty Care
Caloocan City Manpower Training Center
Caloocan City10-2020
Skills
- Customer service
- Effective communication
- Active listening
- Escalation management
- Negotiation Skills
- Performance monitoring
- Time Management
- Organisation
- Flexibility
- Attention to Detail
- Communication techniques
- Adaptive problem solving
- Computer Skills
Languages
English
Advanced
C1
Certification
- Support Coach certified
Interests
- Strategy and Board Games: Signals strong problem-solving abilities, analytical thinking, and teamwork
Timeline
Customer Service Representative II
Teletech Novaliches
04.2025 - Current
Account Associate
Foundever Philippines
09.2023 - 01.2024
Customer Service Representative
AFNI Philippines
02.2023 - 07.2023
Subject Matter Expert
WNS Global Services
08.2022 - 05.2022
Customer Service Representatives
Concentrix
06.2022 - 10.2022
Call Center Agent
Sitel Cyberpod Quezon City
05.2021 - 08.2021
Vocational Graduate - Hair Dressing & Beauty Care
Caloocan City Manpower Training Center