JESSICA ALMARIO
Cavite ,Philippines
Summary
Service-oriented Customer Support Representative with 10+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in web-based applications Zendesk, Salesforce, CRM tools and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
11
11
years of professional experience
Work History
Customer Support Representative
GOVASSIST LLC
Washington DC
3 2023 - 9 2024
- Handled Various Applications: Managed U.S., Schengen, eTA Canada, NZeTA, ESTA, Global Entry, and U.S Passport applications
- Assist with selecting appropriate visa types based on travel purposes
- Completed and verified visa application forms (DS-160, Schengen visa, eTA, NZeTA, ESTA)
- Collected and reviewed supporting documents such as passports, photographs, proof of financial stability, and travel itineraries
- Provide personalized consultations to guide applicants through visa and passport application processes
- Offered detailed instructions for form completion and document gathering
- Explained rules and regulations related to visa categories, including eligibility, permitted activities, and entry/exit requirements
- Schedule and prepare applicants for visa interviews and appointments
- Monitored application statuses and communicated updates to applicants
- Assisted with fee payments and ensured timely submission of applications
- Provided continuous support throughout application process, addressing queries and resolving issues.
Cold Caller / Executive Admin Assistant
Courtesy Home Buyers
Richmond, Virginia
08.2021 - 02.2023
- Identify and research potential clients through various sources, including online databases and social media
- Conduct high-volume outbound calls to introduce products/services and engage prospects
- Utilize provided scripts while maintaining conversational tone to effectively communicate with potential clients
- Secure follow-up appointments or calls, ensuring seamless transition to the next steps in sales process
- Accurately log call details, interactions, and outcomes in CRM system for tracking and reporting purposes
- Responsible for responding to any inquiries and requests through email by CEO, owner, and employees of company
- Followed any task given by CEO owner of the company
- Doing weekly scorecards for the Cold Caller, Acquisitions to be submitted to the CEO owner of the company
- Creating payroll for all the employees of the company through docusign
- Managing attendance of all the employees of the company
- Scheduling different marketing activities for the client like RVM, VM, Cold Calling, Direct Mail, Facebook Ads, and SMS
- Managing and formatting all the skip traced leads to upload in Xencall tool for outbound dialing of all the employees in Cold Caller
- Keeping track of all the responses from different Marketing Channels made to confirm how many leads were able to gather in a day and to make sure those leads are being followed up for a potential close.
- Achieved daily call quotas by diligently managing time and prioritizing tasks for maximum efficiency.
- Maintained detailed records of calls, outcomes, and follow-up actions for accurate reporting and analysis purposes.
- Sourced and pre-qualified leads and identified new business opportunities by dialing daily outbound calls to build partnerships and achieve sales quota.
Customer Frontline Solutions
Meralco Group of Companies
Ortigas Pasig City
07.2020 - 10.2020
- Handling customer inquiries, requests, and complaints through chat and email involves providing timely, accurate, and empathetic responses
- Monitoring chats and emails ensures no communication is overlooked and customer interactions are handled efficiently
- Managing billing involves processing payments, explaining charges, and resolving billing-related issues
- Each of these tasks requires strong communication skills, attention to detail, and a customer-centric approach to ensure satisfaction and effective service.
- Enhanced customer satisfaction by developing and implementing effective solutions for complex issues.
- Collaborated with cross-functional teams to develop comprehensive solutions for common customer challenges.
Call Center Agent
Magellan E-Support Services Inc.
Mandaluyong City
07.2013 - 05.2015
- Processed booking for video conferencing calls
- Responsible for monitoring chats and emails for clients.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
Customer Service Representative - Application Testing Analyst
Results Manila Inc.
Mandaluyong City
09.2011 - 05.2013
- Effectively handles Assurance Wireless and Virgin Mobile Account
- Processed disputes and refund for Virgin Mobile billing concerns
- Find defects within the particular front-end system for Icare tool
- Responsible for monitoring chats and emails for clients.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
BS Computer Engineering
Cavite State University
Cavite PhilippinesSkills
Customer service excellence
Landline
046-433-6229
Timeline
Cold Caller / Executive Admin Assistant
Courtesy Home Buyers
08.2021 - 02.2023
Customer Frontline Solutions
Meralco Group of Companies
07.2020 - 10.2020
Call Center Agent
Magellan E-Support Services Inc.
07.2013 - 05.2015
Customer Service Representative - Application Testing Analyst
Results Manila Inc.
09.2011 - 05.2013
Customer Support Representative
GOVASSIST LLC
3 2023 - 9 2024
BS Computer Engineering
Cavite State University
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