Hi, I’m
JESSIE MAR CORTEZ
Angeles City, Province Of Pampanga,PAM
Summary
Results-driven Customer Service and Sales Professional with expertise in client satisfaction and sales growth. Strong background in problem-solving and Customer Relationship Management, adept at resolving issues and enhancing client engagement. Proven ability to adapt to changing needs while collaborating effectively within teams to achieve targets.
Overview
7
years of professional experience
Work History
ASURION
Customer Service Sales Specialist
05.2024 - Current
Job overview
- Enhanced customer loyalty through personalized service and strong relationship building.
- Resolved complex inquiries, ensuring customer satisfaction and timely issue resolution.
- Streamlined processes with cross-functional teams, improving service delivery efficiency.
- Trained staff on systems and best practices, fostering team knowledge and effectiveness.
- Identified customer tech needs, presenting and recommending Asurion products for sales.
- Provided troubleshooting for devices, guiding customers through setup and software issues.
- Handled calls to deliver clear technical guidance and ensure exceptional service.
- Maintained up-to-date knowledge of Asurion products to meet customer needs effectively.
- Conducted in-home visits and remote support to enhance customer experience.
- Achieved sales targets and high customer satisfaction, ensuring quality service standards.
(IQOR) T-Mobile
Customer Service Specialist
09.2022 - 01.2024
Job overview
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Enhanced customer satisfaction by collaborating with team members on service delivery.
- Streamlined support processes, reducing response times and increasing service efficiency.
- Mentored junior staff on customer interaction and issue resolution strategies.
- Served as first contact, greeting customers and providing personalized solutions.
- Drove sales of T-Mobile products and services to exceed monthly quotas.
- Maintained expert knowledge of T-Mobile offers, devices, and competitor comparisons.
- Delivered exceptional customer experiences, troubleshooting issues and managing accounts.
- Handled inventory and maintained store appearance while completing administrative tasks.
UPS Customer Center
Customer Service Representative
08.2018 - 03.2022
Job overview
- Enhanced customer satisfaction by resolving inquiries efficiently and promptly.
- Managed high call volumes while ensuring quality service standards were met.
- Trained new hires on customer service best practices and company policies.
- Streamlined support processes by effectively utilizing CRM systems for tracking interactions.
- Provided real-time package updates to customers via phone, email, or in person.
- Coordinated with warehouse staff to resolve delivery exceptions and delays swiftly.
- Assisted customers in filing claims for lost or damaged packages efficiently.
- Informed customers about UPS services, rates, and shipping policies comprehensively.
Education
Great Plebian CollegeAlaminos, Province Of Pangasinan, Philippines
Bachelor of Hospitality And Tourism Management from Hotel, Motel, And Restaurant Management
04-2011
Skills
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Goal oriented
- Critical thinking
- Empathy and patience
- Team collaboration
- Active listening
- Adaptability and flexibility
- Decision-making
- Client relationship building
- Call center experience
teamwork (sports), creativity (painting, writing), problem-solving (chess, strategy games), discipli
- Teamwork and leadership: Team sports, volunteering, coaching, or organizing events show you can collaborate and lead.
- Creativity: Hobbies like writing, blogging, graphic design, playing an instrument, or painting highlight innovation and a creative mindset.
- Problem-solving and strategy:Chess, strategic video games, or even puzzles demonstrate analytical skills and strategic thinking.
- Discipline and perseverance: Endurance sports like running, playing a musical instrument, or martial arts show commitment and dedication.
- Communication and public speaking: Hobbies such as public speaking, debate club, or drama show confidence and strong communication skills.
- Attention to detail: Photography, gardening, or woodworking require patience, focus, and attention to detail.
Languages
English
Bilingual or Proficient (C2)
Timeline
Customer Service Sales Specialist
ASURION
05.2024 - Current
Customer Service Specialist
(IQOR) T-Mobile
09.2022 - 01.2024
Customer Service Representative
UPS Customer Center
08.2018 - 03.2022
Great Plebian College
Bachelor of Hospitality And Tourism Management from Hotel, Motel, And Restaurant Management