Jennifer Lovise Balante
Davao City
Summary
Customer-focused professional with comprehensive experience in retail support, service coordination, and dispute resolution. Excels in scheduling appointments, coordinating technician efforts, and enhancing service plans to optimize customer satisfaction. Strong communicator skilled in addressing complex issues and fostering positive relationships in fast-paced environments. Seeking to leverage customer service expertise to drive organizational success.
Overview
6
6
years of professional experience
Work History
Propane Service Coordinator
Insta Answer LLC
01.2024 - 06.2026
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Addressed customer complaints with empathy, strengthening loyalty and encouraging repeat business.
- Handled escalated calls effectively, achieving satisfactory resolutions for customers and supporting company interests.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Implemented feedback mechanisms to enhance service quality and boost client retention.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Identified and resolved discrepancies and errors in customer accounts.
- Utilized CRM software to track interactions and manage client follow-ups.
- Coordinated with sales teams to ensure alignment on appointment goals and objectives.
- Coordinated service schedules to enhance operational efficiency and customer satisfaction.
- Streamlined communication protocols between departments, improving response times for client inquiries.
Customer Service Specialist (home warranty)
Choice Home Warranty PH
05.2022 - 10.2023
- Articulated warranty options, addressed customer queries, and guided customers through the appointment-setting process using strong communication skills.
- Engaged customers professionally and friendly, addressed inquiries, provided information about home warranty plans, and resolved concerns effectively.
- Skillfully schedule appointments for customers with our service technicians, ensuring efficient coordination and timely resolution of home maintenance issues.
- Proactively identified and resolved customer issues, ensuring positive and satisfactory outcomes.
Escalation Specialist (Food Delivery Account)
Ibex PH
07.2021 - 04.2022
- Experienced Food Delivery Escalations Specialist with a focus on resolving customer issues efficiently and ensuring a positive delivery experience. Proven ability to navigate escalated situations with excellent communication and resolution skills. Dedicated to maintaining high service standards and enhancing customer satisfaction in the food delivery sector.
- Employed expert knowledge of the company's product and policies to address customer queries satisfactorily.
- Remained calm under pressure to handle customer complaints and solve problems.
- Directed unresolved tasks to relevant departments for prompt resolution. to appropriate departments, ensuring timely resolution of customer issues.
- Followed up on customer interactions, enhancing support and ensuring customer satisfaction.
- Actively listened to customer complaints and suggestions, relaying insights to head office for service improvement.
- Responded to customer emails with accurate, professional replies.
Customer Service Representative (Retail Account)
Concentrix
04.2020 - 05.2021
- Addressed customer inquiries and concerns through phone, chat, and email, ensuring timely and effective communication.
- Possessing a deep understanding of Amazon's retail products, services, and policies to provide accurate information and guidance to customers.
- Identified and resolved customer issues, including delivery problems and payment discrepancies, to achieve positive outcomes.
- Assisted customers in navigating Amazon website and troubleshooting technical issues, enhancing overall user experience.
Education
Bachelor of Science - Hospitality Management
Holy Cross of Davao College
Davao City, Philippines01-2023
Humanities and Social Science Strand
Davao Doctors College, Inc.
Davao City, Philippines01-2020
Skills
Customer support coordination
Customer relationship management (CRM)
Customer service policies
Service appointment coordination
Service upselling
Chat assistance
Transaction management
Process optimization
Solution development
Microsoft Excel
Microsoft Outlook
Scheduling
Calendar management
Follow-up skills
Documentation skills
Product knowledge
Problem-solving
Multi-tasking
Excellent communication skills
Service appointment coordination
Documentation skills
Timeline
Propane Service Coordinator
Insta Answer LLC
01.2024 - 06.2026
Customer Service Specialist (home warranty)
Choice Home Warranty PH
05.2022 - 10.2023
Escalation Specialist (Food Delivery Account)
Ibex PH
07.2021 - 04.2022
Customer Service Representative (Retail Account)
Concentrix
04.2020 - 05.2021
Humanities and Social Science Strand
Davao Doctors College, Inc.
Bachelor of Science - Hospitality Management
Holy Cross of Davao College