Jennifer Damian Victorio
Quezon City,PAM
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Concentrix Cyberwest
08.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative (T-mobile)
Telus International Philippines, INC.
07.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative (T-mobile)
Teleperformance
11.2021 - 06.2022
Spa Team Leader
Waldorf Astoria Hotel
11.2017 - 06.2019
- Planning and organize all spa team roster and training for the monthly training calendar
- Maintained inventory of all products and reordered when more supplies when needed
- Respond to all guest complaints on several occasions with highly volatile individuals to reach an amicable solution
- Engineering follow up and checklist for all spa issues
- Collaborated with Spa Manager to plan new spa services and special programs
- Acknowledging and responding to relevant guest queries, needs and expectations professionally and courteously
- Responsible in checking spa products as per health safety and COSSH regulation
- Maintain up to date knowledge of products and services offered
- Actively promote the spa, treatments, services and retail as well as promotions and /or discount available
- Assist in all areas of spa operation as requested by management
- Maintain hygiene standard and follow health and safety regulations
- Responsible for sales report for financial and marketing reporting
- Spa Team Member commissions and payroll
- Communicate to management any issues and occurrences involving guests or staff in spa that requires attention
- Consistent in practicing High Professional attitude and behavior
- Perform all kinds of treatment if needed
Spa Therapist
Waldorf Astoria Hotel Palm Jumeirah
03.2014 - 11.2017
- Provides consistent professional massage, body treatments and facial in accordance with spa protocols and procedure
- Conducts Assessments and make Recommendations according to guest’s preferences and needs
- Acknowledging and responding to relevant guest queries, needs and expectations professionally and courteously
- Responsible in checking spa products, cleaning, sterilizing tools before and after each treatment as per health safety and COSSH regulation
- Actively promote the spa, treatments, services and retail as well as promotions and /or discount available
- Assist in all areas of spa operation as requested by management
- Recommends and promote retail products in accordance with the guest needs and preferences
- Maintain hygiene standard and follow health and safety regulations
- Checking and arranging of all rooms before and after each treatments according to standard
- Communicate to management any issues and occurrences involving guests or staff in spa that requires attention
- Handles inventory for consumption and retail of products
- Consistent in practicing High Professional attitude and behavior
Health Care Assistant
Willowmead Residential Care Homes
02.2010 - 03.2012
Spa Therapist
Wynn Resort Macau
01.2007 - 03.2009
Spa Therapist
Bianca Resort and Spa
12.2005 - 12.2006
Spa Therapist
Makati Shangri-La Hotel
11.2003 - 12.2005
Education
Bachelor of Science - Physical Therapy
Our Lady of Fatima University
Valenzuela, Metro Manila, Philippines04.2001
Skills
- Exceptional interpersonal communication
- Excellent time management skills
- Effective workflow management
- Customer focused
- Inventory Control
- Microsoft outlook, word and excel
- Active listening
- Customer service
- Data entry
- Customer relations
- Relationship building
- Call center experience
- Problem resolution
Certification
- Call Center Training Program October2021 Train the Trainer
- August2017 Supervisor Development Program March2017
- First Aid Certificate February2004
Timeline
Customer Service Representative
Concentrix Cyberwest
08.2024 - Current
Customer Service Representative (T-mobile)
Telus International Philippines, INC.
07.2022 - Current
Customer Service Representative (T-mobile)
Teleperformance
11.2021 - 06.2022
Spa Team Leader
Waldorf Astoria Hotel
11.2017 - 06.2019
Spa Therapist
Waldorf Astoria Hotel Palm Jumeirah
03.2014 - 11.2017
Health Care Assistant
Willowmead Residential Care Homes
02.2010 - 03.2012
Spa Therapist
Wynn Resort Macau
01.2007 - 03.2009
Spa Therapist
Bianca Resort and Spa
12.2005 - 12.2006
Spa Therapist
Makati Shangri-La Hotel
11.2003 - 12.2005
Bachelor of Science - Physical Therapy
Our Lady of Fatima University
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