Jay Garcia
MANILA CITY
Summary
Dynamic customer service team lead and collaborative team member focused on optimizing customer satisfaction through outstanding service and support, backed by extensive experience in Sales and Customer Service within multiple sectors.
Overview
13
13
years of professional experience
Work History
Customer Service Agent
Bike Online Australia
09.2020 - Current
- Leads the Returns & Exchange team by assisting customers with refunds, credit, exchanges, or replacement orders.
- Assist co-agents and other departments with related requests, refunds, order issues.
- Assisted other customer tickets under order issues, tracking, and product concerns.
- Systematically attend to tickets and issues within the assigned team, following communication procedures, guidelines, and policies.
- Provide accurate, valid, timely, and complete information by using the right processes, utilizing canned responses when applicable and within appropriate Service Level Agreements
- Coordinate the hand-over of customer enquiry to the appropriate team for resolution, ensuring all required information is provided.
- Assist the Customer Service Supervisor with any other customer service requirements as requested.
- Maintains a positive, empathetic and professional attitude towards customers at all times.
Retail Sales Supervisor
INDIGO SALES AND DEVELOPMENT CENTER
03.2018 - 10.2019
- In-charge office or in-house accounts, through customer service inquiry via phone, email or chat
- Handles new client concerns during account creation, and credit limit, including the processing of initial orders.
- Streamlining of internal and sales processes, including product training for new hires
- Works with warehouse and procurement regarding in-demand items, stocksout, returns and or pricing adjustments.
- · Creation and Implementation of KPI’s and conducting Performance evaluation/appraisal
National Project Officer/ Area Superviosr
TRAINING & MARKETING PROFESSIONALS INC.
02.2013 - 09.2017
- Monitored all Key and Trade Account Specialists, ensuring timely report submissions and team deliverables.
- Collaborated with Key Accounts and Trade Specialists to communicate company initiatives and foster relationships.
- Developed and deepened relationships with key stakeholders.
- Coordinated with Principal Managers to align Product Specialists with regional directives.
- Conducted performance appraisals for contractors, achieving sales targets consistently.
- Cultivated strong relationships with project stakeholders to enhance collaboration.
- Prepared and presented project status reports to keep senior management informed.
- Mentored junior team members to enhance their skills development and overall performance within the organization.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
Customer Service Representative-ISR-II
TELE TECH & ACQUIRE
01.2012 - 12.2012
- Managed inbound customer inquiries related to internet and cell phone plans, ensuring timely resolution.
- Resolved service complaints through thorough clarification and root cause analysis.
- Documented payments and essential account information for accurate record-keeping.
- Provided tailored solutions by clearly explaining processes, expediting adjustments and resolutions.
Education
Bachelor of Business Administration - Marketing Management
Colegio De San Juan De Letran
2000
Skills
- Results-driven approach
- Customer satisfaction
- Client support
- Communication skills
- KPI management
- Employee engagement
- Process improvement
Languages
f
Proficient
C2
English
Bilingual or Proficient (C2)
Education
other
Timeline
Customer Service Agent
Bike Online Australia
09.2020 - Current
Retail Sales Supervisor
INDIGO SALES AND DEVELOPMENT CENTER
03.2018 - 10.2019
National Project Officer/ Area Superviosr
TRAINING & MARKETING PROFESSIONALS INC.
02.2013 - 09.2017
Customer Service Representative-ISR-II
TELE TECH & ACQUIRE
01.2012 - 12.2012
Bachelor of Business Administration - Marketing Management
Colegio De San Juan De Letran
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