Jay Jay Alcantara Julian
Senior Customer Service And Virtual Assistant
Pasig,Metro Manila
Summary
I am a seasoned Senior Customer Support Professional with over 10 years of experience managing various campaigns across industries such as sales, telecommunications, travel, and financial services. I’ve had the privilege of supporting diverse clientele from the USA, UK, Canada, and Australia, which has helped me develop a global perspective on customer care and service excellence.
In addition to my frontline experience, I have more than three years of background in both technical and sales support, as well as team leadership. My strength lies in developing strategies, training staff, and continuously improving service performance. I am deeply committed to creating a positive impact by helping individuals grow, maximize their potential, and deliver outstanding results.
I am now looking to bring this expertise into a role where I can contribute meaningfully to customer satisfaction and team success.
Overview
19
19
years of professional experience
2017
2017
years of post-secondary education
Work History
Customer Success Team Lead
Snappr Inc.
03.2020 - Current
- Delivered high-quality support to both consumer and enterprise-level clients through email, chat, and phone channels
- Handled technical troubleshooting, account issues, and customer escalations with efficiency and empathy
- Collaborated with cross-functional teams to resolve complex enterprise concerns
- Managed daily operations and shift coverage as a Shift Lead, ensuring consistent service delivery
- Supervised support agents, monitored performance metrics, and provided coaching and feedback
- Led onboarding and training for new hires, ensuring alignment with quality standards
- Acted as point of contact for critical escalations and ensured timely resolution
- Facilitated team meetings and performance reviews, driving team alignment and engagement
- Analyzed support trends and recommended process improvements to enhance customer experience
Customer Care Specialist
NDER
08.2019 - 03.2020
- Answered customer inquiries via phone, email, and chat in a timely and friendly manner
- Provided accurate information about products, services, and company policies
- Helped customers with order tracking, billing concerns, and general support needs
- Resolved common issues by identifying the problem and offering appropriate solutions
- Handled difficult or upset customers with patience and professionalism
- Escalated complex or unresolved cases to the appropriate department or supervisor
- Followed up on escalated issues to ensure timely resolution and customer satisfaction
- Logged all interactions and updates in the CRM or ticketing system for tracking
- Maintained a positive and helpful tone to represent the company brand well
- Met performance goals such as response time, resolution time, and customer satisfaction
Customer Care / POC
Ellora Telecom
02.2015 - 01.2019
- Provided exceptional customer support through phone, email, and chat, ensuring a positive customer experience
- Actively listened to customer needs to recommend suitable products or services, driving upsells and cross-sells
- Handled order inquiries, returns, complaints, and billing issues with professionalism and care
- Resolved concerns quickly and efficiently while maintaining a customer-first approach
- Built rapport with clients to establish trust and encourage repeat business
- Met and exceeded sales targets by identifying customer pain points and offering value-based solutions
- Assisted in onboarding new customers, explaining service features and account setup
- Maintained accurate customer records, sales notes, and follow-up tasks in CRM tools
- Followed up on leads and abandoned inquiries to recover potential sales
- Worked closely with the sales and support teams to ensure smooth handoff and customer satisfaction
Customer care and sales
One World Connections
04.2012 - 01.2015
- Handled reservations and inquiries for hotel stays and vacation rental properties via phone, email, and online platforms
- Provided detailed information on room availability, pricing, amenities, and booking policies
- Assisted guests with special requests, changes, cancellations, and pre-arrival arrangements
- Promoted upsells such as room upgrades, extended stays, and add-on services to increase revenue
- Responded to guest concerns and complaints promptly, aiming for first-contact resolution and guest satisfaction
- Maintained accurate records of bookings, payments, and guest preferences in reservation systems (e.g., Airbnb, Booking.com, VRBO, Expedia)
- Managed property listings by updating descriptions, photos, pricing, and availability across platforms
- Ensured calendar synchronization and avoided double bookings across multiple rental channels
- Coordinated with housekeeping and maintenance teams to prepare properties before check-in
- Provided personalized recommendations to guests, enhancing their overall travel experience
- Collected guest feedback and reviews, contributing to strong online reputation and repeat bookings
Freelancer Virtual Assistant
Garage Door Repair
12.2011 - 04.2012
- Handled daily dispatch operations for service technicians, ensuring efficient route planning and timely arrival
- Scheduled, confirmed, and followed up on customer appointments via phone, SMS, and email
- Coordinated with clients and technicians to manage booking changes, cancellations, and urgent service requests
- Maintained accurate records of appointments, service details, and technician availability using CRM or scheduling tools
- Prioritized urgent jobs and adjusted schedules in real-time to accommodate same-day or emergency service calls
- Acted as the communication bridge between customers and field technicians to relay job updates and ETAs
- Monitored incoming calls and online booking platforms to secure leads and avoid missed opportunities
- Verified service area coverage, appointment types, and customer requirements to avoid scheduling conflicts
- Provided professional and friendly customer support, ensuring satisfaction and smooth appointment flow
- Assisted in generating daily service reports and end-of-day summaries for business owners or team leads
Customer care and sales
Acquire Asia Pacific
02.2011 - 06.2011
Sales Representative
Globalsky
07.2010 - 02.2011
Service Crew
Jollibee Inc.
01.2007 - 12.2007
Education
Computer System Analyst -
Elite Computer School
BS - Computer Science
STI College Meycauayan
Meycauayan, Bulacan 01.2005 - 01.2006
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Lolomboy National High School
Lolomboy, Bocaue 01.2001 - 01.2005
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Lolomboy Elementary School
Lolomboy, Bocaue 01.1996 - 01.2001
Skills
- Provided excellent customer support across phone, email, chat, and social media channels
- Handled customer escalations with professionalism, empathy, and urgency
- Resolved complex issues by coordinating with internal teams and following escalation protocols
- Managed refund requests and disputes in line with company policies
- Maintained accurate documentation of customer interactions, escalations, and resolutions
- Responded to online reviews on platforms like Google, Yelp, and Facebook to maintain brand reputation
- De-escalated negative situations and turned dissatisfied customers into repeat clients
- Monitored and analyzed customer feedback to help improve service and processes
- Maintained up-to-date knowledge of company products, services, and support tools
- Skilled in using CRM systems such as Zendesk, Freshdesk, and HubSpot
Professional References
- Belinda Joy Cortez, Snappr Inc., Unit 1603, Prestige Tower, Emerald Avenue, Pasig City, NCR, 0998 179 4642, Current leader for almost 2 years, can attest to customer care and interpersonal skills.
- Mark Danxel Fabrero Sabalvaro, PrioWell, Nautical Highway Poblacion, Bansud, 0963 530 0545 or 0956 136 0463, Supervisor, can provide feedback on work ethic and work relationship.
Timeline
Customer Success Team Lead
Snappr Inc.
03.2020 - Current
Customer Care Specialist
NDER
08.2019 - 03.2020
Customer Care / POC
Ellora Telecom
02.2015 - 01.2019
Customer care and sales
One World Connections
04.2012 - 01.2015
Freelancer Virtual Assistant
Garage Door Repair
12.2011 - 04.2012
Customer care and sales
Acquire Asia Pacific
02.2011 - 06.2011
Sales Representative
Globalsky
07.2010 - 02.2011
Service Crew
Jollibee Inc.
01.2007 - 12.2007
BS - Computer Science
STI College Meycauayan
01.2005 - 01.2006
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Lolomboy National High School
01.2001 - 01.2005
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Lolomboy Elementary School
01.1996 - 01.2001
Computer System Analyst -
Elite Computer School
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