Jasmin Villanueva
Laoag City
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Peak Support
07.2023 - Current
- Provides assistance to colleagues, contributing to their successful integration into the team.
- Assisting members various concerns, improving overall user experience.
- Developed rapport with customers through active listening skills.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Case Manager
IHG Hotels
05.2022 - 07.2023
- Assisting escalated guest concerns
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Advisor I-Customer Service
Concentrix
12.2021 - 05.2022
- Supported fraud prevention efforts by diligently monitoring transactions for suspicious activity and escalating concerns as needed.
- Managed high volumes of daily calls while maintaining a professional demeanor under pressure.
- Acted as point of contact of the team.
Customer Service Representative
ARC Business Services
05.2021 - 12.2021
- Handle 70+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Accenture
11.2018 - 05.2021
- Point of contact of the team, conducting daily meetings to correct errors and discuss process updates
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Arts Major in Communication -
Mariano Marcos State University
Batac, Ilocos NorteSkills
Product Knowledge
Problem-solving abilities
Computer Proficiency
Call center experience
Escalation management
References
- Michael S. Bunag, Service Delivery Ops Associate Manager, michael.a.s.bunag@accenture.com, 09984148536
- Judy A. Molina, Team Leader, 09061353569
- 09666214757
Timeline
Customer Service Representative
Peak Support
07.2023 - Current
Case Manager
IHG Hotels
05.2022 - 07.2023
Advisor I-Customer Service
Concentrix
12.2021 - 05.2022
Customer Service Representative
ARC Business Services
05.2021 - 12.2021
Customer Service Representative
Accenture
11.2018 - 05.2021
Bachelor of Arts Major in Communication -
Mariano Marcos State University