JENNIFER ESPINOSA PEÑAFLOR
Dinalupihan
Summary
Resourceful call center representative who consistently meets and exceeds productivity goals. I thrive in a challenging environment and utilize my persistence, eye for details and resourcefulness to solve problems. Proven capacity to troubleshoot and resolved issues quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Associate
Tata Consultancy
10.2023 - Current
- Analyzed customer data to identify trends and anticipate customer needs.
- Answered and managed incoming and outgoing calls
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Increased customer service success rates by quickly resolving issues.
- Performed wide-ranging administrative, financial and service-related functions.
Customer Service Representative
Teletech Customer Care Management Philippines, Inc
10.2020 - 05.2023
- Handle and carefully respond to all customer inquiries via chat and outbound calls.
- Provide necessary troubleshooting on service and equipment issues.
- Process orders, forms and applications.
- Enters new customer information into the system.
- Route calls to appropriate department when necessary.
- Assist customer to change their rate plans and to add additional features.
- Discussing billing issues with the customer and offering possible solutions.
- Collecting past due balance and helping customers to extend their payment.
- Assist customers to activate their device to the network.
- Directly handle escalated customer queries and complaints.
Customer Service Representative / Sales Representative
IQOR, Philippines
03.2019 - 08.2020
- Use effective sales and soft-skill communication techniques to qualify prospective clients, present solutions, overcome objections to convince the client.
- Providing information on additional products and services.
- Responds to telephone inquiries about the company’s products and services.
- Document details of telephone conversations and actions taken.
Customer Service Representative
Sutherland Global Services
07.2017 - 01.2019
- Answering calls and providing the callers with appropriate answer.
- Address customer inquiries in a timely and accurate manner.
- Achieved customer satisfaction and built customer loyalty.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
Education
Tourism
EASTWOODS COLLEGE of Science and Technology
San Ramon, Dinalupihan, Bataan01.2017
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Pagalanggang National High School
Pagalanggang Dinalupihan, Bataan01.2015
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New San Jose Elementary School
New San Jose Dinalupihan, Bataan01.2011
Skills
- Patient and good listener
- Adept at working in a past-faced environment
- Responsible and committed to excellence and success
- Fast, accurate and have a great attention to details
- Troubleshooting
- Ability to learn new skills
- Skilled in dealing with difficult customers
- Flexible to work in any shift
- Committed to ongoing learning and career development
Certification
- Front Office NCII
- Tour Guiding Services NCII
Training
- POSITION: Front Office Associate
- COMPANY: Cindy Kelly Hotel (2016-2017)
- #1 Fendler St. cor. St Columban
- St. East tapinac, Olongapo City
- Telefax (047) 222 – 0218
- November 12 – January 12, 2017
- 300 hours (Front Office Department)
Disclaimer
I hereby certify that the above information are true and correct to the best of my knowledge. JENNIFER ESPINOSA PEÑAFLOR Applicant’s Signature
Timeline
Senior Associate
Tata Consultancy
10.2023 - Current
Customer Service Representative
Teletech Customer Care Management Philippines, Inc
10.2020 - 05.2023
Customer Service Representative / Sales Representative
IQOR, Philippines
03.2019 - 08.2020
Customer Service Representative
Sutherland Global Services
07.2017 - 01.2019
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Pagalanggang National High School
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New San Jose Elementary School
Tourism
EASTWOODS COLLEGE of Science and Technology
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