Joana Marie Orteguesa
Pasig, Metro Manila
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Company i worked. Excelled in conflict resolution and active listening, significantly improving resolution times and customer retention. Demonstrated proficiency in data entry and critical thinking, consistently exceeding performance metrics. Recognized for turning challenging interactions into positive customer experiences.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Everise
09.2023 - 01.2025
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Representative
WNS Global Services
03.2022 - 04.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- 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.
Customer Service Representative
Sitel
02.2021 - 03.2022
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Bachelor of Science - Information Technology
ICCT Colleges Cainta Campus
Cainta, Province Of Rizal, Philippines06-2010
High School Diploma -
Santolan High School
Pasig, Metro Manila, Philippines03-2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Computer proficiency
- Conflict resolution
- Payment processing
- Call management
Timeline
Customer Service Representative
Everise
09.2023 - 01.2025
Customer Service Representative
WNS Global Services
03.2022 - 04.2024
Customer Service Representative
Sitel
02.2021 - 03.2022
Bachelor of Science - Information Technology
ICCT Colleges Cainta Campus
High School Diploma -
Santolan High School
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