Jennelyn Alcantara
Customer Service Representative
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
Work History
Customer Support Associate
Safeway Philtech (Collabera)
Bonifacio Global City, Taguig City
11.2021 - 08.2022
- Provided primary customer support to internal and external Albertsons-Safeway customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered product and service questions, providing help with online services and mobile applications.
- Consulted with outside parties such as store managers and backend employees to resolve discrepancies and create expert solutions.
Support Representative
Instant Consult (Big Outsource)
San Pablo City, Laguna
06.2019 - 09.2021
- Communicated with exceedingly large amount of patients daily via inbound and outbound calls and emails to assist them with any technical issues on the app and to evaluate their urgent need for a medical consultation.
- Monitored and tracked medical documents and consultation details.
- Assisted General Practitioners with their general platform queries.
- Obtained pathology and radiology reports from various medical centers in AU.
- Used Microsoft Office such as Microsoft Word, Microsoft Excel and Microsoft Outlook to accomplish admin tasks from the account's client, doctors, specialists and patients.
- Reviewed patient records and platform activities to assess any abusive used of the service.
- Prepared timely and accurate consult reports every end of doctor's shift.
- Reported directly to the account's client on a regular basis.
Customer Service Representative
Verizon Fios Prepaid (Conduit Global)
Sta Rosa, Laguna
09.2018 - 01.2019
- Effectively communicated with customers about Fios Prepaid billing, payment processing, account changes and potential service upgrades by maintaining advanced product knowledge.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Documented transactions and customer interactions in the system for future reference and addition to knowledge base.
- Collected customer feedback and made process changes to exceed customer satisfaction.
Technical Support Representative
AT&T Uverse (VXI Global Solutions)
Quezon City, Metro Manila
02.2018 - 08.2018
- Provided assistance on start-up, shut down and first-level troubleshooting of AT&T equipments such as router, set-top box and TV remote
- Loaded software, granted permissions and configured hardware to resolved backend technical issues
- Evaluated user problems such as programming TV remote, how to access channel guides and fix common problems using test scripts, personal expertise and probing questions
- Submitted service tickets for equipment maintenance requests
- Managed timely and effective replacement of damaged or missing products.
Customer Service Representative
SiriusXM Satellite (Alorica Teleservices)
Alabang, Muntinlupa
02.2017 - 06.2017
- Answered customer queries regarding SiriusXM Satellite Radio device compatibility on their preferred or owned vehicle.
- Provided information regarding lost service, channel guides and transfer of subscription.
- Analyzed and escalated complaints, issues and grievances to designated LOB for further investigation.
- Offered basic technical support on how to install compatible accessories to their built-in or stand-alone satellite radio.
- Drove client retention, managing engaging merchandise presentation to motivate impulse purchases.
Technical Support Representative
Verizon Fios (TeleTech)
Novaliches, Quezon City
01.2016 - 06.2016
- Provided Tier 1 support to Verizon Fios users by remotely resolving service issues through desk side support services.
- Tackled decent amount of inbound phone calls to deliver troubleshooting support for various issues concerning their internet, TV and phone services.
- Assisted new customers with product selection based on stated needs, proposed use and budget.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Bachelor of Science - Forestry (Undergraduate)
University of The Philippines
Los Baños 10.2012 - 12.2015
High School Diploma -
Los Baños National High School
Los Baños, LagunaSkills
Application SupportData compiling
Basic technical assistance
Multitasking abilitiesComplaint resolution
Order fulfillment
Multi-line phone talent
Professional telephone demeanor
Timeline
Customer Support Associate
Safeway Philtech (Collabera)
11.2021 - 08.2022
Support Representative
Instant Consult (Big Outsource)
06.2019 - 09.2021
Customer Service Representative
Verizon Fios Prepaid (Conduit Global)
09.2018 - 01.2019
Technical Support Representative
AT&T Uverse (VXI Global Solutions)
02.2018 - 08.2018
Customer Service Representative
SiriusXM Satellite (Alorica Teleservices)
02.2017 - 06.2017
Technical Support Representative
Verizon Fios (TeleTech)
01.2016 - 06.2016
Bachelor of Science - Forestry (Undergraduate)
University of The Philippines
10.2012 - 12.2015
High School Diploma -
Los Baños National High School