Joanna Rica
Customer Service Representative
Makati
Summary
Dynamic and adaptable professional with a solid foundation in customer service, hospitality, and client support. Proven expertise in managing diverse customer interactions through email, chat, and calls for leading global companies including Amazon, Concentrix, and Telus. Proficient in conflict resolution and escalation management, consistently ensuring client satisfaction while maintaining efficiency and accuracy. A background in travel and tourism management, combined with hands-on barista experience at Starbucks, demonstrates exceptional teamwork, multitasking abilities, and a strong service orientation. Recognized with accolades such as Top 1 New Hire at Telus and Partner of the Quarter at Starbucks.
Overview
7
7
years of professional experience
Work History
Seller Partner Support
Amazon
01.2024 - Current
- Acts as the primary interface between Amazon and business partners and responsible for providing timely and accurate operational support to Merchants selling on the Amazon platform by means of email, call and chat.
Advisor I, Customer Service
Concentrix
01.2022 - 01.2023
- Provides client support and resolution of routine problems regarding products and services by means of email.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
- Developed strong relationships with clients through regular communication and excellent customer service.
Escalation Agent
Telus
09.2022 - 11.2022
- Handling customer complaints and issues that can’t be handles at the frontline level.
Customer Service Representative
Telus
02.2022 - 09.2022
- Act as a liaison, provide product/services information, answer questions, and resolve any emerging problems.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Barista
Starbucks
01.2019 - 01.2021
- Create and serve hot or cold beverages, often tailored to the customer's preferences.
- Responsible for taking customer orders and payments.
- Clean and sanitize their work areas, seating areas and equipment/tools.
Skills
- Basic barista skills
- Cash handling
- Customer Service
- Basic Canva Editing
- Customer engagement
Upselling strategies
References
JAYVI, VELASCO, STARBUCKS STORE SUPERVISOR, +63 916 334 7042, Starbucks, Former Store Supervisor
SKILLS | ACHIEVEMENT
- Dean’s Lister for year 2021
- Partner of the 3rd Quarter 2021 (Starbucks)
- Best Lanyard Design (Concentrix)
- Top 1 New Hire Class (Telus) 2022
- OJT Completion (Jeron Travel and Tours)
Timeline
Seller Partner Support
Amazon
01.2024 - Current
Escalation Agent
Telus
09.2022 - 11.2022
Customer Service Representative
Telus
02.2022 - 09.2022
Advisor I, Customer Service
Concentrix
01.2022 - 01.2023
Barista
Starbucks
01.2019 - 01.2021
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