Jackelyn Lacaba
BPO | Virtual Customer Service
Pasig City
Summary
- Can quickly adjust to dynamic and fast-paced environments with a positive mindset.
- Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
- Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
- Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
- Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
16
16
years of professional experience
Work History
Client Success Consultant
XIANCHAO LOGISTICS
05.2022 - Current
- Responded to individual client support issues via Zoom, email and chat.
- Created and maintained help desk documentation to answer common support questions.
- Fielded incoming phone calls to support line, solving problems in real-time or escalating call to appropriate team member.
- Took initiative to investigate and manage issues outside documented occurrences.
Freelancer - Virtual Assistant
PRO VA
02.2020 - 03.2021
- A Virtual Assistant for a year with the following stint: Cold Email Specialist, Lead Generation and Email Marketing Specialist, Admin Assistant, Appointment Setter, and Data Entry
- Collaborated with clients to define project requirements and deliverables.
Team Lead (OIC)
IOPEX TECHNOLOGIES PHILIPPINES
07.2012 - 01.2014
- Worked different stations to provide optimal coverage and meet production goals.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
Technical Support - NRA / Satellite TV
TELUS INTERNATIONAL PHILIPPINES
01.2009 - 07.2012
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Effectively managed high call volumes and addressed technical support needs related to internet connections, phone connections, and Satellite TV.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Technical Support - XBOX
HARTE-HANKS
08.2007 - 12.2008
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to XBOX console technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
Education
Bachelor of Science - Computer Engineering
Rizal Technological University
Mandaluyong City, Philippines 04.2001 -
Skills
CRM Proficiency
undefinedTimeline
Client Success Consultant
XIANCHAO LOGISTICS
05.2022 - Current
Freelancer - Virtual Assistant
PRO VA
02.2020 - 03.2021
Team Lead (OIC)
IOPEX TECHNOLOGIES PHILIPPINES
07.2012 - 01.2014
Technical Support - NRA / Satellite TV
TELUS INTERNATIONAL PHILIPPINES
01.2009 - 07.2012
Technical Support - XBOX
HARTE-HANKS
08.2007 - 12.2008
Bachelor of Science - Computer Engineering
Rizal Technological University
04.2001 -
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