JHOANNA MAE SANTOS
Customer Support
Pasig City
Summary
Driven by a results-focused approach, I leveraged my problem-solving skills and product knowledge at Foundever to enhance customer satisfaction significantly. As a dedicated professional, I adeptly balanced technical troubleshooting with effective communication, achieving a notable improvement in response times and customer experience. My adaptability and commitment to excellence have consistently contributed to my teams' success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Foundever
Quezon City
03.2022 - Current
- Respond promptly to customer inquiries via chat and email, providing professional, courteous, and accurate responses.
- Assist customers with troubleshooting technical issues, providing product and service information, and processing requests or complaints.
- Resolve customer concerns by identifying their problems, researching solutions, and recommending corrective actions.
- Maintain a comprehensive understanding of the company's products, services, and policies to provide accurate assistance to customers.
- Escalate unresolved issues to appropriate departments while ensuring proper follow-up to meet customer expectations.
- Document customer interactions, inquiries, complaints, and feedback accurately in the company's CRM system.
- Collaborate with team members and other departments to ensure a seamless customer experience.
- Identify opportunities to improve internal processes and contribute to the development of the customer service knowledge base.
- Adhere to established protocols, quality standards, and performance metrics for customer satisfaction and response times.
- Stay updated with product and service changes, promotional offers, and company policies to ensure accurate and timely customer support.
Contact Tracer
Pasig City Hall
09.2021 - 02.2022
- Interview confirmed positive cases to gather information on their activities, contacts, and any individuals they may have been exposed to during their infectious period.
- Identify and notify individuals (contacts) who may have been exposed to the infected individual, providing them with accurate information regarding quarantine procedures, symptoms to monitor, and available resources.
- Maintain confidentiality and protect the privacy of patients and contacts throughout the tracing process, in compliance with local and national health regulations.
- Provide education and support to patients and their contacts, addressing concerns, answering questions, and providing necessary public health information.
- Accurately document case details, contact information, and outcomes in a database or system used by the public health department.
- Monitor the condition of contacts by following up regularly via phone, text, or email, checking for symptoms and advising on appropriate next steps.
- Coordinate with public health authorities and other relevant departments to ensure that contacts have access to testing, medical care, and other necessary services.
- Escalate cases where individuals refuse to cooperate, are unable to be reached, or display severe symptoms requiring medical attention.
- Participate in ongoing training and stay updated on current health guidelines, policies, and procedures.
- Collaborate with other team members and health officials to ensure the efficient tracking and management of cases.
Line Cook
Freberos Services Cooperative
07.2019 - 07.2020
- Prepare and cook menu items in accordance with recipes and chef instructions, ensuring portion size, presentation, and quality meet the restaurant's standards.
- Set up and stock stations with all necessary ingredients, tools, and equipment for service.
- Perform food preparation tasks such as chopping vegetables, butchering meat, or preparing sauces as directed by the head chef or sous chef.
- Ensure that food is cooked and served on time while maintaining consistency in taste and appearance.
- Collaborate with other line cooks and kitchen staff to ensure the kitchen runs smoothly and efficiently.
- Maintain a clean, organized, and sanitized workstation at all times, adhering to food safety and hygiene standards.
- Monitor food stock and report shortages to the kitchen manager or chef to prevent service disruptions.
- Assist with receiving, storing, and rotating stock items to ensure freshness and prevent waste.
- Follow kitchen protocols and safety regulations, including handling kitchen equipment properly and avoiding contamination.
- Assist in cleaning the kitchen at the end of each shift, ensuring all equipment and workstations are sanitized.
- Occasionally help with plating food, garnishing dishes, and contributing to special event preparations.
Dining Staff/Cashier
Happy Dining Inc. (Japanese Restaurant)
03.2017 - 03.2019
- Provide excellent customer service to ensure a pleasant dining experience for guests. You will be responsible for managing customer orders, handling cash and transactions, and supporting various front-of-house duties to maintain a smooth and efficient operation.
Kitchen Helper
Dampa Sa Libis Restaurant, Taascor Management and
06.2016 - 04.2017
- Supports the kitchen staff in various tasks to ensure efficient kitchen operations. You will assist in food preparation, maintain cleanliness, and perform basic cooking duties under the supervision of chefs or kitchen managers.
Education
No Degree - Diploma of Science in Computer Science
Montessori Professional College International
Tertiary Education 04.2001 -
No Degree - Computer Hardware Servicing (NCII Passer)
St. John Bosco (TESDA)
Mandaluyong City 04.2001 -
No Degree - Pasig City Institute of Science And Technology (PC
Pasig City Institute of Science And Technology (PC
Pasig City 04.2001 -
Skills
- Communication Skills
- Problem-Solving Skills
- Product Knowledge
- Technical Skills
- Adaptability
- Hardworking and dedicated professional
- Flexible and multitasker
Certification
Philippine Overseas Employment Administration (POEA) May 15, 2012
Timeline
Customer Service Representative
Foundever
03.2022 - Current
Contact Tracer
Pasig City Hall
09.2021 - 02.2022
Line Cook
Freberos Services Cooperative
07.2019 - 07.2020
Dining Staff/Cashier
Happy Dining Inc. (Japanese Restaurant)
03.2017 - 03.2019
Kitchen Helper
Dampa Sa Libis Restaurant, Taascor Management and
06.2016 - 04.2017
Philippine Overseas Employment Administration (POEA) May 15, 2012
05-2012
No Degree - Diploma of Science in Computer Science
Montessori Professional College International
04.2001 -
No Degree - Computer Hardware Servicing (NCII Passer)
St. John Bosco (TESDA)
04.2001 -
No Degree - Pasig City Institute of Science And Technology (PC
Pasig City Institute of Science And Technology (PC
04.2001 -
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