Joan Marie Aurita
Customer Service Associate
Minglanilla
Summary
Seasoned Customer Associate with 3 years of experience with proven track record driving high customer satisfaction and creating positive customer experiences. Proficient in using various customer service software programs and offers strong knowledge of customer service best practices. Highly organized, reliable and attentive to customer needs.
Overview
10
10
years of professional experience
11
11
years of post-secondary education
Work History
Customer Service Associate
Amazon Operation Services Philippines
10.2023 - Current
- Respond to customer inquiries and provide information on a wide range of topics, including product details, order status, shipping, returns and account-related queries
- Address and resolve customer issues or concerns effectively
- This may involve troubleshooting problems, investigating issues, and finding satisfactory solutions within Amazon's policies
- Provide basic technical support for Amazon's devices, digital products, and services
- Guide customers through troubleshooting processes and escalate technical issues when necessary.
Customer Service Associate
Concentrix
12.2021 - 03.2023
- Respond to the needs of customers and provide personalized services
- Upsell products and services
- Provided answers to customers by identifying problems; researching answers guiding customers through corrective steps.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Associate
Teletech
10.2018 - 02.2019
- Respond to the needs of customers and provide personalized service
- Process orders and returns
- Perform basic troubleshooting on their components whenever they have technical concerns.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
Administrative Officer
Cebu Unlimited Marketing Corporation
11.2015 - 03.2018
- Scheduled meeting and calls
- Screened calls and assisted customers, answered inquiries
- Maintained office supplies
- Enforcing office protocols and policies and other receptionist duties.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
Customer Service Representative
Sykes Asia Cebu
04.2014 - 04.2015
- Provided answers to customers by identifying problems; researching answers guiding customers through corrective steps
- Maintained a positive, empathetic, and professional attitude towards customers at all times
- Processed orders, forms and payments.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Marketing
University of San Carlos
P. Del Rosario St Cebu City 6000 04.2001 - 04.2012
Skills
Effective verbal and written communication skills are essential for interacting with customers, understanding their needs, and providing clear information and assistance
Strong problem-solving skills enable you to quickly assess customer issues and find appropriate solutions to resolve them efficiently
Being adaptable to changing situations and procedures helps in providing consistent service even in dynamic environments
Proficiency in using customer service software, and other relevant tools to document interactions, track issues, and provide efficient service
Identifying opportunities to upsell or cross-sell products or services to meet customer needs and increase sales
References
- Evelyn Gabinete, HR Officer, CEBU UNLIMITED MARKETING CORP, 09230234062
- Mary Jane Alfante, Customer Service Representative, CONCENTRIX, 09567611048
- Mich Casama, Customer Service Associate, AMAZON OSP - VIRTUAL, 09167700588
- Apple Cabrera, Customer Service Associate, AMAZON OSP- VIRTUAL, 09959181909
Timeline
Customer Service Associate
Amazon Operation Services Philippines
10.2023 - Current
Customer Service Associate
Concentrix
12.2021 - 03.2023
Customer Service Associate
Teletech
10.2018 - 02.2019
Administrative Officer
Cebu Unlimited Marketing Corporation
11.2015 - 03.2018
Customer Service Representative
Sykes Asia Cebu
04.2014 - 04.2015
Marketing
University of San Carlos
04.2001 - 04.2012