Summary
Overview
Work History
Education
Skills
Timeline
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Joana Marie Alejo

Joana Marie Alejo

Pasig, Metro Manila

Summary

Knowledgeable and dedicated customer service professional with extensive experience in BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience

Work History

Customer Service Associate Level 1

Tech Mahindra
06.2024 - 10.2024
  • Trained to provide assistance with patients concern regarding their DME, claims and dispute.
  • Helped large volume of patients call every day with positive attitude and focus on customer satisfaction.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Maintained a high level of product knowledge, providing accurate information to customers especially when it comes to claims.
  • Answered customer telephone calls promptly to avoid on-hold wait times.


Customer Happiness Champion

ZZ Connect
12.2021 - 07.2023
  • An AU based company. We are trained to provide assistance with sender and receiver enquiry about their parcel.
  • Fully equipped in navigating tools like Zendesk, Zoho, Slack, G-Mail, Trello, MIro and EDI tracking.
  • Skilled at working independently and proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written as we are providing assistance via email, chat and call.

Customer Service Representative

Sitel OJV
07.2021 - 10.2021
  • We are trained to handle customer query and emergencies with their propane and also seek potential customer in upgrading or buying new set of propane.
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Customer Service Advisor

Concentrix
03.2021 - 05.2021
  • Enhanced customer satisfaction by aligning the tour/package they want to take advantage during their vacation.
  • Reached out to customers via chat and call to offer assistance with account and service issues, as well as propose new [Product or service] choices.
  • Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
  • Boosted sales revenue with upselling techniques and comprehensive product knowledge.

Customer Service Expert

Alorica
08.2018 - 09.2020
  • US Telecommunication company which provides services for their customer by calling us (Team of Experts). We are trained to troubleshoot, do credits and adjustment, fix billing disputes, retention, cancellation and upselling/offering new line of service if needed.
  • Established rapport with clients by actively listening to their needs and addressing concerns empathetically and effectively.
  • Collaborated with team members to improve overall quality of customer interactions.
  • Decreased response time by implementing an effective ticketing system for customer support requests.
  • Increased customer loyalty through proactive communication and follow-up after issue resolution.

Financial Services Representative

Teletech
10.2016 - 03.2017
  • A US investment company who provides assistance with their client in monitoring their investment and offering suggestion of a great investment by monitoring the trends in the market.
  • Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
  • Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
  • Enhanced customer relationships with personalized service and addressing individual concerns promptly.
  • Collaborated with team members to achieve sales targets and improve overall branch performance.

Collection Customer Service Representative

Sykes Asia
07.2016 - 10.2016
  • Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
  • Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
  • Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
  • Identified trends in delinquent accounts through regular analysis of account data, allowing for targeted intervention strategies to increase recoveries.

Healthcare Customer Service Representative

C3 Customer Contact Channels
06.2015 - 07.2016
  • Profiled to handle Member`s query for example checking if the hospital of doctor is in network and providing details if the selected hospital is out of network. We are also trained to allocate specific specialist by asking patients current condition. Active listening and critical thinking is fully activated.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.

Education

Bachelor of Arts - BSBA Major in Human Resource Development Managemen

Ama Computer Learning Center
Meycauayan, Province Of Bulacan, Philippines
04-2012

Skills

  • Customer service
  • Customer support
  • Problem resolution
  • Team collaboration
  • Complex Problem-solving
  • Product and service solutions
  • Refunds and exchanges
  • Sales closing
  • Inbound and outbound calling
  • Software troubleshooting
  • Computer skills
  • Teamwork and collaboration
  • Data entry
  • Billing adjustments and refunds
  • LiveChat messaging
  • Remote office availability

Timeline

Customer Service Associate Level 1

Tech Mahindra
06.2024 - 10.2024

Customer Happiness Champion

ZZ Connect
12.2021 - 07.2023

Customer Service Representative

Sitel OJV
07.2021 - 10.2021

Customer Service Advisor

Concentrix
03.2021 - 05.2021

Customer Service Expert

Alorica
08.2018 - 09.2020

Financial Services Representative

Teletech
10.2016 - 03.2017

Collection Customer Service Representative

Sykes Asia
07.2016 - 10.2016

Healthcare Customer Service Representative

C3 Customer Contact Channels
06.2015 - 07.2016

Bachelor of Arts - BSBA Major in Human Resource Development Managemen

Ama Computer Learning Center

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Joana Marie Alejo