Hi, I’m
JAN GRACE DE GUZMAN
Taguig City
Summary
Dedicated customer service professional with a strong understanding of service delivery and a track record of successfully managing multiple tasks simultaneously. Committed to fostering and maintaining professional relationships to drive profitability and achieve business objectives. Adept at identifying customer needs and providing effective solutions, resulting in enhanced customer satisfaction and loyalty. Proven ability to adapt quickly to changing environments and prioritize tasks to meet deadlines, ensuring efficient operations and optimal customer experiences.
Overview
8
years of professional experience
3
years of post-secondary education
Work History
TELUS International Philippines
CSR II
02.2023 - Current
Job overview
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
ADEC Innovations
Senior Business Process Associate
04.2019 - 09.2022
Job overview
- Optimized resource allocation, resulting in reduced costs and increased efficiency across the organization.
- Performed data entry operations to update database with customer responses.
- Streamlined business processes by identifying inefficiencies and implementing process improvements.
EPMPC
Customer Service Associate
07.2017 - 03.2019
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Maintained a high level of product knowledge, providing accurate information to customers.
Education
Samar Colleges, Inc.Catbalogan, Samar
BSED from Major in Math
01.2015 - 01.2017
University Overview
1st year to 2nd year
Far Eastern Polytechnic CollegeDasmariñas, Cavite
BSBA from Major in Marketing Management
01.2020 - 01.2021
University Overview
1st year
Skills
Analytical skills
Organization and Time Management
Computer proficiency
Training & Development
Conflict resolution
Excellent work ethic
Report preparation
Microsoft outlook
Strategic thinking
Timeline
CSR II
TELUS International Philippines
02.2023 - Current
Far Eastern Polytechnic College
BSBA from Major in Marketing Management
01.2020 - 01.2021
Senior Business Process Associate
ADEC Innovations
04.2019 - 09.2022
Customer Service Associate
EPMPC
07.2017 - 03.2019
Samar Colleges, Inc.
BSED from Major in Math
01.2015 - 01.2017