Hi, I’m
Joahnna Nova Tolentino
Customer Service
Calamba, Province Of Laguna
Summary
Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration.
Overview
16
years of professional experience
3
years of post-secondary education
Work History
Tony West Investment
Executive Assistant
1 2020 - Current
Job overview
- Cold Calling, Administrative Task
- Handled confidential and sensitive information with discretion and tact.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Updated and maintained confidential databases and records.
Gangloff Agency
Appointment Setter
10.2022 - 06.2024
Job overview
- Scheduled and confirmed appointments and meetings for senior management team.
- Used CRM software to accurately track progress on appointment setting goals and analyze trends for continuous improvement.
- Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
- Acted as first point of contact and set appointments for prospective clients.
- Developed strong rapport-building skills through daily interaction with diverse clientele over the phone.
- Confirmed appointments, communicated with clients, and updated client records.
Ultimate Transport
Sales Representative
03.2021 - 10.2022
Job overview
- Expanded customer base through cold calling, networking, and relationship building.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Negotiated contracts with clients and developed relationships with key personnel.
- Negotiated contracts to secure long-term business relationships and favorable pricing for clients.
Emperor Home buyers
Lead Manager/ Virtual Assistant
12.2020 - 08.2021
Job overview
- Streamlined processes for improved efficiency, resulting in higher output and reduced costs.
- Increased company revenue by identifying new business opportunities and successfully closing deals with prospective clients.
NFPA Properties
Executive Assistant
7 2020 - 10.2020
Job overview
- Executive Assistant to Property Manager
- Answered high volume of phone calls and email inquiries.
- Screened calls and emails and responded accordingly to support executive correspondence.
Blue Blaze Marketing
Appointment Setter
08.2020 - 10.2020
Job overview
- Built prospect lists of potential new customers through research and identification of business opportunities.
- Entered data into CRM, ensuring accuracy and uniformity.
- Cold called perspective customers to determine product or service needs, ascertain timelines and identify decision-makers.
Iqor Phils
Technical Expert and Subject Matter Expert
09.2018 - 10.2019
Job overview
- Provides technical support to T-Mobile subscribers, account expert, provides billing inquiries and process disputes, create problem ticket, provide real-time assistance to CSR's, listen and audit calls.
- Responded to customer inquiries and provided technical assistance over phone.
- Researched and identified solutions to technical problems.
Genpact
Technical Support Representative
10.2015 - 09.2018
Job overview
- Provides technical support for Wells Fargo employees, reset and create password for NT log ins, basic troubleshooting for IE, update and monitor knowledge base portal.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Capital One Philippines Support Services
Senior Operations Representative
02.2015 - 07.2015
Job overview
- Provide cardholders account information, process checking and debit card payments, initiate lost and stolen reports, deal with merchant disputes, create credit bureau disputes, assist customers with their Online Banking.
- Developed strong customer relationships by addressing concerns promptly and providing solutions that exceeded expectations.
Ge Capital Retail Finance
Customer Service Representative
04.2011 - 11.2014
Job overview
- Provide customer's account information, process dispute, credit line increase, credit card application, etc.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
Sutherland Global Services
Customer Sales/Technical Representative
08.2009 - 04.2011
Job overview
- Provide technicians to att customers based on cost and specifications.
kgb_Philippines Inc
Customer Service Representative
09.2008 - 05.2009
Job overview
- UK Text support, answer customers questions using the internet.
Advanced Contact Solution
Customer Service Representative
5 2007 - 9 2008
Job overview
- Provide basic information and troubleshooting for Globe subscribers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Education
University of Perpetual Help
Bachelor of Science from BS Accountancy
05.2001 - 05.2006
Skills
Customer service oriented skills
Ability to handle stress
Computer literate
Reliable
Understands new concepts easily- Quick learner
Setup and maintain customer files
Strong sales ability
Detail oriented
Positive Attitude
Goal-Oriented
Cold-calling
Lead Generation
Teamwork and Collaboration
Scheduling appointments
Data Entry
Decision-Making
Timeline
Appointment Setter
Gangloff Agency
10.2022 - 06.2024
Sales Representative
Ultimate Transport
03.2021 - 10.2022
Lead Manager/ Virtual Assistant
Emperor Home buyers
12.2020 - 08.2021
Appointment Setter
Blue Blaze Marketing
08.2020 - 10.2020
Technical Expert and Subject Matter Expert
Iqor Phils
09.2018 - 10.2019
Technical Support Representative
Genpact
10.2015 - 09.2018
Senior Operations Representative
Capital One Philippines Support Services
02.2015 - 07.2015
Customer Service Representative
Ge Capital Retail Finance
04.2011 - 11.2014
Customer Sales/Technical Representative
Sutherland Global Services
08.2009 - 04.2011
Customer Service Representative
kgb_Philippines Inc
09.2008 - 05.2009
University of Perpetual Help
Bachelor of Science from BS Accountancy
05.2001 - 05.2006
Executive Assistant
Tony West Investment
1 2020 - Current
Executive Assistant
NFPA Properties
7 2020 - 10.2020
Customer Service Representative
Advanced Contact Solution
5 2007 - 9 2008