Jinelle Paula Sanchez
Customer Service Representative
Baguio City, Province Of Benguet
Summary
Dynamic Customer Service Representative with proven success at New Media Services, enhancing customer satisfaction through effective complaint resolution and active listening. Recognized for exceeding performance metrics and building strong relationships, leveraging critical thinking and call management skills to foster loyalty and drive repeat business.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
New Media Services
07.2021 - 04.2025
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Representative
Sitel
06.2018 - 09.2020
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Production Staff Member
Valley Bread Incorporated
12.2014 - 04.2015
- Reduced waste in the production process through effective material management and organization.
- Enforced company policies and procedures within the workplace, maintaining a professional atmosphere conducive to productivity.
- Assisted in meeting production deadlines by working closely with team members to complete tasks efficiently and accurately.
- Maintained a safe work environment by adhering to safety protocols and properly using personal protective equipment.
Sales Associate
Tiongsan Supermarket
11.2013 - 09.2014
Education
No Degree - Secretarial Office Management
Baguio School of Business And Technology
Baguio City, Province Of Benguet, Philippines 04.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Call management
Adaptability and flexibility
Complaint resolution
Time management
Call center experience
Problem resolution
Timeline
Customer Service Representative
New Media Services
07.2021 - 04.2025
Customer Service Representative
Sitel
06.2018 - 09.2020
Production Staff Member
Valley Bread Incorporated
12.2014 - 04.2015
Sales Associate
Tiongsan Supermarket
11.2013 - 09.2014
No Degree - Secretarial Office Management
Baguio School of Business And Technology
04.2001 -
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