Joanna Marie Aquino
CSR/Back Office Support Specialist
Calamba
Summary
Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
Successful Client Service Specialist with 5 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
13
13
years of post-secondary education
Work History
Client Service Representative/Back Office Executive
One Luna Global Connections
08.2020 - 06.2024
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Organized relevant documentation for each client interaction, ensuring a thorough understanding of client needs and facilitating seamless handoffs between team members.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
CSR
BCS Technology
10.2019 - 9 2020
- Worked as a CSR for a Food chain company in Australia
- Part of the pioneering team.
CSR
Gulliver Offshore Outsourcing Inc.
06.2016 - 04.2017
- Worked as a CSR for 2 months
- Promoted as a Team Leader handling all accounts.
Recruitment specialist
Dev-Touch Information System
10.2012 - 06.2013
- Recruitment specialist for a medical research campaign.
Team Leader/agent
BF- Jade E-Services/ Food Panda
02.2012 - 05.2012
- Team Leader/agent for the center process
- Provides report
- Assists agents for training and development.
Project Manager
Triad Web Design/ Olsworld Inc.
02.2011 - 02.2012
- Project Manager for a web design company
- Assist clients when it comes to their website concerns
- Do follow ups when it comes to server issues and other technical concerns
- Give assistance as well for SEO concerns.
CSR
Salmat Philippines
02.2009 - 10.2009
- CSR for an Australian Account
- Handles email and complains.
Call Center Agent
Electraserv Philippines
07.2007 - 07.2008
- Provide relevant answers to customers as a call center agent for a nationwide cab company in the United States
- Used to submit feedbacks to the clients regarding the issues and concerns of customers to make the service better
- Process daily reports for the account.
Education
Bachelor of Science in Tourism -
Laguna State Polytechnic College
01.2004 - 04.2006
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Los Baños National High School
01.2000 - 04.2004
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Los Baños Central School
01.1994 - 04.2000
Skills
Proficient in MS Office Application
Can speak English and Mandarin (Basic)
Complaint Handling
Call center experience
Customer Focus
CRM Software
Product Knowledge
Data Entry
Problem-solving abilities
Critical Thinking
Documentation
Problem Resolution
Client Relations
Custom
joanna.aquino@gmail.com
Custom
- Marian Youth Community, Secretary, 2002
- Association of B.S. Tourism Students, President, 2006, Laguna State Polytechnic College
Personal Information
- Place of Birth: Los Baños, Laguna
- Height: 5'7"
- Weight: 120 lbs
- Citizenship: Filipino
- Father's Name: Manuel Aquino Jr.(+)
- Mother's Name: Revelita M. Aquino
- Date of Birth: 07/06/87
- Gender: FEMALE
- Marital Status: Single
- Religion: Catholic
Timeline
Client Service Representative/Back Office Executive
One Luna Global Connections
08.2020 - 06.2024
CSR
BCS Technology
10.2019 - 9 2020
CSR
Gulliver Offshore Outsourcing Inc.
06.2016 - 04.2017
Recruitment specialist
Dev-Touch Information System
10.2012 - 06.2013
Team Leader/agent
BF- Jade E-Services/ Food Panda
02.2012 - 05.2012
Project Manager
Triad Web Design/ Olsworld Inc.
02.2011 - 02.2012
CSR
Salmat Philippines
02.2009 - 10.2009
Call Center Agent
Electraserv Philippines
07.2007 - 07.2008
Bachelor of Science in Tourism -
Laguna State Polytechnic College
01.2004 - 04.2006
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Los Baños National High School
01.2000 - 04.2004
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Los Baños Central School
01.1994 - 04.2000
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