Joanna Marie Suarilla
Customer Service Specialist
Bacoor, Province Of Cavite
Summary
Dynamic Zendesk Email Specialist with a proven track record at TaskUs, adept in CRM integration and delivering exceptional customer service. Excelled in email marketing strategy, enhancing customer satisfaction and retention.
Overview
2023
2023
years of professional experience
Work History
ZENDESK EMAIL SPECIALIST (Wish.com - Ecommerce)
TaskUs
- Managed customer inquiries via email, resolving order issues, providing product recommendations, updating account statuses, generating leads, and addressing delivery concerns.
- Handled customer complaint via email and resolving escalated order issues.
- Awarded as Top Agent.
English as a Second Language Teacher
BCM MANILA
03.2019 - 05.2022
- Conducted one-on-one ESL classes with Korean, Japanese, and Chinese students, fostering personalized learning experiences.
- Educated students in basics of English grammar and conversational speaking.
- Maintained detailed records of student proficiency and fluency in a database
- Documented student attendance and progress against goals.
- Increased student confidence through regular feedback and personalized instruction.
Customer Sales and Service Expert (Petco.com)
Sutherland Global Service
06.2010 - 06.2012
- Processed orders, service requests and applied information to customers.
- Maintained high levels of customer retention through exceptional service and follow-up communication.
- Implemented upselling techniques to maximize revenue opportunities while delivering value-added solutions to clients.
- Collaborated with team members to achieve monthly sales targets and improve overall performance metrics.
- Provided comprehensive after-sales support, ensuring a positive experience that led to referrals and new client acquisitions.
- Utilized CRM tools to manage and track customer interactions, ensuring accurate record-keeping and timely followups.
- Experienced in B2B, building strong client relationships, handling business inquiries, and delivering customized solutions to meet company needs.
Skills
HTML and CSS proficiency
CRM integration
Copywriting
A/B Testing
SEO knowledge
Email marketing strategy
Email marketing collaboration
Zendesk
Customer service
Digital marketing
Microsoft Office Suite expertise
Computer proficiency
Timeline
English as a Second Language Teacher
BCM MANILA
03.2019 - 05.2022
Customer Sales and Service Expert (Petco.com)
Sutherland Global Service
06.2010 - 06.2012
ZENDESK EMAIL SPECIALIST (Wish.com - Ecommerce)
TaskUs
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