JENNY MICUBO
CSR/TSR/IT HELP DESK
Naic
Summary
Motivated and customer focused Technical Support and Service Representative with 5 years of experience in providing comprehensive technical assistance and exemptional service. Adept at troubleshooting, resolving issues, and ensuring customer satisfaction. I am seeking to leverage my expertise and dedication while eager to learn and grow in new areas and environment.
Overview
7
7
years of professional experience
Work History
Auto Collections Specialist
JP Morgan Chase
2024.08 - Current
- Blend calls, auto dialer inbound or outbound.
- Negotiating plans to customer.
- Resolving delinquent accounts.
- Documentation communication.
- Customerservice approach.
- Escalate issues if needed.
IT Help Desk
Webhelp + Concentrix
2021.05 - 2024.07
- Troubleshoot store units such as computer, barcode scanner, printer, card reader and CCTV issues and ABS machine(Automatic Beverage machine).
- Provides first-level support to users via phone and ticketing system.
- Resolves system problems and assists with remote access support.
- Coordinates projects, serves as a technical advisor, and escalates issues when necessary.
- Monitors system performance, troubleshoots network problems, and recommend improvements.
- Provide basic troubleshooting about inventory issues of the store.
- Reset users EID Login.
- Troubleshoot store menu and prices error.
- Create ticket for every users concern, determine prio level of the ticket, transfer call to the designated department.
- Update unclosed tickets and provide call back if necessary.
Customer Service/ Technical Support Representative/Chat support
Ibex Global Solutions
2019.07 - 2021.04
- U-verse and AT&T customer service representative-
- Explain billing issues, collect payments, process arrangement payments.
- Update account plan by customer's request.
- Dispatch technician onsite to resolve customers' issues by T/S network on the field.
- AT&T Technical Support Representative-
- Analyze network data to determine network usage or server function.
- Configure security settings of the device by remotely accessing phones with users' permission.
- Troubleshoot network connectivity problems by running diagnostic tests.
- Determine if there is a data connection down or under maintenance tower in the area.
- Collaborated with the sales team to develop strategies for market penetration and increasing sales.
- Adjust bills if needed for billing compensation.
- Check phone insurance coverage for users and process insurance if needed.
- Upsell devices in every customer’s transaction.
- Walmart and Walmart.com Chat Support Representative-
- Order tracking
- Provide product information to customers.
- Order products on behalf of the user as per their request.
- Process returns and refunds.
- Help with account issues such as login issues or updating account information.
- Address any other questions or concerns customers may need to know about Walmart’s services and policies.
Customer Service Representative
Teleperformance
2019.03 - 2019.07
- Confer with customers by telephone to provide information about products and services, take or enter orders.
- Keep records of customers interactions or transactions as well as action taken.
- Check to ensure that appropriate changes were made to resolve the issue.
- Determine charges for services requested, collect deposits or payments or arrange late payment.
- Transfer unresolve customer grievances to designated departments for further investigation.
- Review insurance policy terms to determine whether a particular loss is covered.
- Resolve customers' complaints regarding billing by refunding money or adjusting bill.
Education
Public Administration - undefined
University of Science and Technology of Southern Philippines
01.2016
Skills
Credit reporting
Debt recovery expertise
Call center experience
Strong negotiation skills
Decision-making
Active listening
Account review
Goals and performance
Record keeping proficiency
Outbound calling
Performance improvements
Collections
Professionalism and ethics
Customer research
Payment acceptance
Payment posting
Empathy and tactfulness
Financial statements expertise
Delinquency prevention
Stress management techniques
Billing practices
Timeline
Auto Collections Specialist
JP Morgan Chase
2024.08 - Current
IT Help Desk
Webhelp + Concentrix
2021.05 - 2024.07
Customer Service/ Technical Support Representative/Chat support
Ibex Global Solutions
2019.07 - 2021.04
Customer Service Representative
Teleperformance
2019.03 - 2019.07
Public Administration - undefined
University of Science and Technology of Southern Philippines