Jessel Monte
Quezon City,00
Summary
Professional Customer Service and Social Media Support with 5+ years of experience in multi-channel communication (social media, chat, email, ticketing). Skilled in customer relationship management (CRM), eCommerce support, order tracking, refunds, and escalations. Proficient in Salesforce, Zendesk, Sprout Social, Omni, Atlas, Finesse, Google Workspace, Microsoft Office, with familiarity in Gorgias and Slack. Recognized for problem-solving, adaptability, documentation accuracy, and collaboration in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Social Media Representative
Philtech Safeway Inc.
BGC, Taguig
08.2025 - Current
- Managed 60-80+ customer interactions daily across Facebook, YouTube, LinkedIn, and TikTok
- Resolved inquiries and complaints with a 95%+ satisfaction rate
- Handled escalated and sensitive cases with proper documentation, resolution tracking, and end-to-end follow-through, ensuring complete resolution and reduced case reopenings.
Social Media Representative
IT Managers Inc.
BGC, Taguig
03.2023 - 08.2025
- Supported U.S. customers via social media channels by resolving eCommerce concerns, order updates, and service issues, resulting in improved customer experience and faster resolution times.
- Delivered clear, conversational, and policy-aligned responses across multiple platforms, maintaining consistent brand tone and customer satisfaction.
- Identified recurring customer concerns and provided insights to improve workflows and reduce response inefficiencies.
- Coordinated with internal teams to resolve issues efficiently and prevent repeat customer concerns.
Customer Service Representative
Datamatics
Ortigas, Pasig City
05.2021 - 10.2023
- Assisted candidates with licensure and certification exam registration, eligibility requirements, and testing policies.
- Scheduled, rescheduled, and canceled exam appointments: processed payments, refund, and examination-related requests.
- Provided exam-day guidance and communicated schedule changes, testing center updates, and other important notification.
- Resolved candidate inquiries through phone and email while maintaining accurate records and delivering excellent customer service.
Customer Service Associate (Seasonal Account)
Inspiro Relia Inc.
Quezon City
10.2020 - 01.2021
- Handled high-volume inbound calls regarding orders, payments, shipping status, order tracking, and refunds.
- Processed payment transactions and refund requests while ensuring compliance with company policies and procedures.
- Provided order updates, resolved customer concerns, and delivered excellent customer service through effective communication and problem-solving.
- Maintained accurate documentation of customer interactions, transactions, and resolutions.
Sales Associate and Cashier
DUB Global Philippines
Pasig City
06.2018 - 03.2020
- Assisted customers in selecting the appropriate automotive products such as lights, horns, wipers, and accessories based on their needs. Provided product knowledge and recommendations to enhance customer satisfaction. Also responsible for processing payments and ensuring smooth checkout transactions.
Cashier
Sandford Marketing Corporation
Valenzuela City
10.2017 - 03.2018
- Handled customer transactions efficiently, including processing payments through various methods. Responsible for accurately bagging purchased items and providing friendly, prompt service to enhance the customer experience.
Production Staff
Marloch Enterprises Corporation
Valenzuela City
02.2017 - 08.2017
- Involved in the manufacturing and assembly of disposable tableware products including paper plates, paper cups, plastic cups, lids, and cutlery (forks and spoons). Responsible for ensuring product quality, operating machinery, and supporting production line efficiency to meet daily output targets.
Education
Undergraduate- Bachelor of Elementary Education - Pre-School
Southern Luzon State University
Catanaun, Quezon, Philippines01-2017
Skills
- Social Media Management
- Email, Voice and Chat Support
- Order Tracking and Refund Processing
- Escalation Management
- ECommerce Support
- Time Management
- Multi-Channel Communication
- Attention to Detail
- Customer Relationship Management (CRM)
- Zendesk and Salesforce
- Google Workspace and Microsoft Office
- Familiarity in Slack, Notion, Trello
Languages
English
Bilingual or Proficient (C2)
Filipino
Bilingual or Proficient (C2)
Timeline
Social Media Representative
Philtech Safeway Inc.
08.2025 - Current
Social Media Representative
IT Managers Inc.
03.2023 - 08.2025
Customer Service Representative
Datamatics
05.2021 - 10.2023
Customer Service Associate (Seasonal Account)
Inspiro Relia Inc.
10.2020 - 01.2021
Sales Associate and Cashier
DUB Global Philippines
06.2018 - 03.2020
Cashier
Sandford Marketing Corporation
10.2017 - 03.2018
Production Staff
Marloch Enterprises Corporation
02.2017 - 08.2017
Undergraduate- Bachelor of Elementary Education - Pre-School
Southern Luzon State University
TECH PROFICIENCY
AI Tools: ChatGPT, Grammarly, Canva AI, Gemini, Copilot
Productivity: Google Workspace (Docs, Sheets, Drive), Microsoft Office (Word, PowerPoint)
Communication: Slack, Zoom, Google Meet
Project Management: Familiarity in Notion and Trello
Design/Social Media: Canva and CapCut
REMOTE WORK READINESS
Internet: Primary – Converge Fiber (200 Mbps) | Backup – TNT mobile data hotspot- Prepaid Internet WiFi
Power Backup: Quiet workspace with backup coworking option
Equipment: Personal laptop (13th Gen Intel® Core™ i5-13420H, 2.10 GHz) | Noise-cancelling headset | HD webcam
Availability: Flexible schedule | Available for US, UK, and AU time zones