Summary
Overview
Work History
Education
Skills
Certification
Training
Disclaimer
Timeline
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JENNIFER ESPINOSA PEÑAFLOR

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, Bataan
01.2017

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Pagalanggang National High School
Pagalanggang Dinalupihan, Bataan
01.2015

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New San Jose Elementary School
New San Jose Dinalupihan, Bataan
01.2011

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
JENNIFER ESPINOSA PEÑAFLOR