JHOANA ANG

• Delivered chat and email-based customer support for StarHub (Mobile, Broadband & Home) services, resolving inquiries on billing, technical issues, and product information while ensuring timely follow-ups and coordination on escalated cases to enhance overall customer satisfaction.

• Supported advertisers and creators via chat/email/calls
• Expertise in Meta Ads policies, monetization, dashboards, and verification

• Test case development, QA execution, defect reporting, Agile participation

• Addressed broadband service cancellations, upselling, and issue resolution.

• Handled billing inquiries and disputes, provided technical support for Satellite TV, promoted Bell Canada products, and managed service configurations, client updates, and call documentation.

• Provide customer service for Mobile Prepaid, Postpaid Billing, and Technical Support and troubleshooting for National Broadband Network internet services.

• Transcribe the Sales Manager's daily activity reports, set appointments, review and edit reports for accuracy, make outbound promotional and follow-up calls to secure sales leads, and gather feedback on product samples.

• Manage incoming calls about connectivity, hardware, software integration, and website tools; utilized Zendesk/Jira for ticketing and email responses; handle ticket status updates, and attend regular support group meetings for training and software updates.

• Acted as the primary contact for Customer Relations and Ombudsman complaints, resolving complex internet, mobile, billing, and compensation issues through investigation, clear communication, and sound decision-making.

• Provided technical support for residential accounts by troubleshooting internet, email, and ADSL issues, managing network equipment, and offering assistance on NBN products including Fibre and Wireless connections.

• Delivered expert front-line support for Apple iOS products, resolving issues related to iPhones, iPads, MacBooks, and Macs with proficiency in iOS, Mac Mail, iCloud, updates, and Remote Desktop Assistance.

• Managed team performance by overseeing queue operations, submitting reports, coaching staff, ensuring quality standards, and tracking agent development and goal progress.

• Delivered frontline phone support for ADSL broadband PSTN, PABX phone systems, escalated technical issues, and scheduled technician visits as required.

• Managed inbound and outbound calls to resolve customer needs, foster strong relationships, provide lasting solutions, advocate for Telstra, and consistently achieve high satisfaction scores through efficient service and continuous improvement.

• Provided professional technical support for network and software issues, resolving problems via phone, coordinating with field technicians, identifying recurring failures, and leveraging expertise in ADSL, TCP/IP, system configuration, and diagnostic tools to ensure timely, effective customer resolutions.

• Cross-trained in multiple internet services and systems (broadband, wireless, modem setup, various OS/browser/email apps), with duties including customer issue resolution, ticket management (Remedy), email handling (RightNow), and client meetings, showcasing broad technical support expertise.

• Provided frontline inbound support for internet issues, performed technical troubleshooting (modem, email, software, browser), escalated cases, booked technician visits, and handled additional assigned tasks.

• Provided remote hardware/software support via phone and tools (Remote Desktop Connection, VNC, etc.), coordinated with PC support teams, and resolved issues through ticketing system (Virtual Tech).

• Served as first-line support (via call and email) for PLDT employees with their system issues, software installs, virus removal, and user access requests, while monitoring and resolving trouble tickets.

• Handled encoding of bank checks and transactions, retrieved customer records, managed account statement documentation, and processed faxing and printing tasks.