Jennifer Licuanan
Customer Support
Caloocan City,NCR
Summary
Dedicated Customer Service Representative with over a decade of experience in call handling, dispute resolution, and office administration. Seeking a Virtual Assistant position to deliver high-quality administrative, communication, and scheduling support while continuously enhancing remote operational support for target clients.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Concentrix
04.2025 - 07.2025
- Managed customer concerns with a calm, professional approach during high-volume service periods.
- Documented case details clearly to support accurate handoffs and faster follow-up.
- Applied strong judgment to identify customer needs and route issues to the proper support path.
- Maintained organized records to keep customer information current and easy to retrieve.
- Entered customer data accurately into CRM software and updated interaction notes after each contact.
- Prepared clear written notes and documents to support internal communication and customer follow-up.
- Collaborated with team members to resolve customer concerns that required additional review.
- Adapted quickly to changing priorities while maintaining consistent service quality throughout the day.
Customer Service Representative
Alorica Teleservices
11.2020 - 04.2025
- Resolved customer inquiries with clear explanations and timely follow-up across multiple communication channels.
- Documented account details accurately in CRM records to support consistent service and issue tracking.
- Managed inbound calls professionally while maintaining a calm tone during high-volume customer interactions.
- Supported customers through live chat by answering questions, clarifying policies, and directing next steps.
Account Associate
VXI
05.2020 - 09.2020
- Managed customer accounts by updating contact details, notes, and service requests with consistent accuracy.
- Responded to client questions by phone and chat, providing clear updates and next-step guidance.
- Reviewed account details and reference materials to resolve routine issues and verify customer information.
- Prepared written case notes and account summaries for internal review and client follow-up.
- Balanced multiple requests by organizing daily work and responding to priority items first.
- Tracked open issues and followed up on pending items to support timely account resolution.
Customer Service Representative
Teleperformance
06.2019 - 11.2019
- Resolved customer concerns with clear communication and steady follow-through across multiple service channels.
- Maintained accurate customer records and updated case notes to support consistent service delivery.
- Used CRM software to track customer interactions and document resolution details.
- Supported live chat conversations with prompt responses and accurate information.
Customer Service Representative
Teleperformance
03.2019 - 04.2019
- Resolved customer concerns with clear communication and accurate problem tracking.
- Maintained detailed case notes to support consistent follow-up and service continuity.
- Provided courteous phone support while confirming customer details and next steps.
- Entered customer information into CRM systems with attention to detail and confidentiality.
Inventory Clerk
First Mass Transport Group, Inc.
06.2012 - 01.2019
- Maintained organized stock ledgers and updated item movements to support timely inventory decisions.
- Verified incoming and outgoing items against supporting documents to prevent posting errors.
- Entered inventory updates into system records with careful attention to detail and accuracy.
- Tracked stock levels and flagged shortages for follow-up before supply issues affected operations.
Administrative Assistant
First CNG, Inc.
06.2011 - 06.2012
- Prepared routine correspondence, forms, and internal documents for daily office operations.
- Handled incoming calls and routed inquiries to the appropriate staff member.
- Supported customer issue resolution by logging concerns and following up on open items.
- Maintained organized records and updated files for easy retrieval and reference.
Radio Telephone Operator
First CNG, Inc.
12.2010 - 06.2011
- Answered incoming radio and telephone inquiries promptly, relaying clear information to the appropriate contacts.
- Recorded message details accurately and passed them to relevant staff for timely follow-up.
- Maintained organized call logs, supporting reliable communication records and easy retrieval when needed.
- Coordinated message routing between callers and office staff to support daily communication flow.
Education
Bachelor of Science - Computer Science
University of Manila
Legarda, Manila03-2009
Skills
Computer literacy
Web research
Time management
Independent work
Task prioritization
Customer issue resolution
Call handling
Data entry
Calendar coordination
Document preparation
CRM software
Live chat support
Case documentation
Meeting scheduling
Records management
Timeline
Customer Service Representative
Concentrix
04.2025 - 07.2025
Customer Service Representative
Alorica Teleservices
11.2020 - 04.2025
Account Associate
VXI
05.2020 - 09.2020
Customer Service Representative
Teleperformance
06.2019 - 11.2019
Customer Service Representative
Teleperformance
03.2019 - 04.2019
Inventory Clerk
First Mass Transport Group, Inc.
06.2012 - 01.2019
Administrative Assistant
First CNG, Inc.
06.2011 - 06.2012
Radio Telephone Operator
First CNG, Inc.
12.2010 - 06.2011
Bachelor of Science - Computer Science
University of Manila