Jennifer Miguel
Customer Service Representative
Muntinlupa City,00
Summary
Diligent associate that brings experience meeting customer needs in telecommuting environments. Skilled at listening to customers, meeting productivity targets and maintaining current knowledge of company process. Offers empathy, reliability and enthusiasm for satisfying customers.
Overview
3
3
years of post-secondary education
8
8
years of professional experience
Work History
Process Trainer
WNS Global Services
Muntinlupa
10.2020 - Current
- Delivered training courses via classroom and e-learning programs.
- Trained and mentored new employees hired to fulfill various roles.
- Developed curricula, instructions, documentation and written tests for process training courses.
- Monitored day-to-day activities during process training noting areas needing improvement and implementing plans for rectification.
Digital Customer Care Agent
WNS Global Services
Muntinlupa
09.2017 - 09.2020
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Assisted department with chat and email-based and phone support when call center was busy or short-staffed.
- Provided online demonstrations to educate customers on product features and online help resources.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Met customer chat guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Representative Agent
Sitel
Baguio City
06.2011 - 12.2014
- Provided information regarding charged transactions.
- Organizes disputes for unauthorized transactions.
- Assisted merchants with gift card/prepaid card redemption.
- Answers customers with gift card balance and transaction queries.
- Processes card activation and cancellation
Customer Service Representative Agent
Sitel
Ortigas City
08.2010 - 05.2011
- Provided information regarding their phone billing.
- Communicated with vendors regarding phone line activation and upgrades.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Fielded customer questions regarding available mobile plans, sales, current prices and upcoming promotions.
Education
Bachelor of Science - Computer And Information Sciences
University of Cordilleras
Baguio City, Benguet 06.2006 - 04.2009
Skills
Employee training
Data organization
Responsible
Teamwork
Subject matter expertise
Timeline
Process Trainer
WNS Global Services
10.2020 - Current
Digital Customer Care Agent
WNS Global Services
09.2017 - 09.2020
Customer Service Representative Agent
Sitel
06.2011 - 12.2014
Customer Service Representative Agent
Sitel
08.2010 - 05.2011
Bachelor of Science - Computer And Information Sciences
University of Cordilleras
06.2006 - 04.2009