Results-driven professional with a diverse background in customer service, writing, education, and hospitality roles. Proven success as a Customer Service Representative, Freelance Writer, Part-Time Tutor, Service Crew member, and Cooperative Crew member. Recognized for adaptability, strong communication skills, and a passion for delivering exceptional service. Demonstrated ability to efficiently manage various responsibilities with meticulous attention to detail. Seeking a challenging opportunity where diverse skill set and experiences can make a valuable contribution to the success of a dynamic and forward-thinking organization.
Hi, I’m
Jocelyn Z. Sta. Ana
Transitional Career
Antipolo City
Summary
Overview
9
years of professional experience
14
years of post-secondary education
2
Languages
Work History
ResultsCx
Customer Support Associate
08.2024 - 01.2025
Job overview
- We assist with understanding COB and updated of other coverage if there is.
- Outlined member benefits and accumulation expectations.
- Assist the billing inquiries, ID Card Request, Change/Update the Billing/Residential Address.
- Assist the member in finding the list of In network that is affiliated to insurance, referrals, prescriptions, claims.
- Executed transfer process for various types of calls seamlessly.
- Utilized CRM tools and software application in this position.
- Then support members through the enrollment process
- And we process sending QHC and Auto COB letters if the account meets the required standards law
- Addressed additional requests efficiently and effectively.
Movate Philippines Inc.
Customer Support Engineer
03.2024 - 04.2024
Job overview
- Technical Expertise: We are assisting customer with WIFI and phone issues, monitoring systems like that and we provide technical support to the customer with technical issues
- Executed rapid troubleshooting to ensure timely resolution with client satisfaction.
- Answered incoming support inquiries via chat, phone and email.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
Teleperformance, Philippines
Customer Service Representative
08.2023 - 02.2024
Job overview
- Delivered exceptional customer service by resolving concerns and ensuring satisfactions
- Showed proficiency in addressing client concerns efficiently and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed CRM platforms along with relevant software tools.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Self Employed
FREELANCE WRITER
01.2022 - 12.2023
Job overview
- Content Creation: Produced engaging and high-quality content across various topics, showcasing versatility and adaptability in writing styles
- Ensured well-researched, well-written articles met strict deadlines.
- Developed comprehensive studies resulting in well-informed and correct information.
7-Star Manpower Services of the Philippines Corporation
Customer Service Crew Member
07.2018 - 10.2019
Job overview
- Customer Interaction: Engaged with customers in a fast-paced service environment, ensuring prompt and courteous service
- Team Collaboration: Worked collaboratively with fellow service crew members to deliver a seamless and efficient customer experience
- Adept at handling point-of-sale software.
- Provided friendly greetings to all visitors.
- Built strong professional relationships.
- Adherence to Standards: Maintained cleanliness, hygiene, and adherence to operational standards
Generation One Resource Service and Multi-Purpose Cooperative
Cooperative Trainer
05.2016 - 12.2018
Job overview
- Played a key role in joint projects, showcasing teamwork.
- Operational Support: Assisted in various cooperative activities, ensuring smooth operations
- Fostered collaboration and maintained positive rapport with stakeholders.
- Gained expertise in POS operations.
- Supported Drive Thru.
- Trained new team members.
- Construct products.
Education
Rizal Technological University
Bachelor Of Secondary Education from Mathematics
09.2020 - 05.2022
University Overview
Mayamot National High School
STEM_K-12 from Science, Technology, Engineering and Mathematics
06.2014 - 05.2020
University Overview
Junior High Level 7-10
Mayamot Elementary School
Level 1-6
06.2008 - 05.2014
University Overview
Skills
Academic Writing
Accomplishments
Accomplishments
- Best in Slogan (Anti Drugs and AIDS), 03/01/21, With PHP 1,000 cash prize @Upper Antipolo City
- Certificate of Participation in National Service Training Program, 11/01/21
- Certificate of Participation in Virtual Seminar 'Foundational Algebraic Skills Towards Understanding and Mastering Higher Mathematics Course', 01/01/22
- Certificate of Achiever for 02/01/22, With a GPA: 1.53
- Certificate of Participation 'Drug Literacy: Educating Youth to Stay Drug-Free', 03/01/22
Combined Strengths
Combined Strengths
- Strong understanding of safety regulations and procedures.
- Excellent problem-solving and decision-making skills.
- Ability to work well under pressure and meet tight deadlines.
- Effective communication and teamwork abilities.
- Flexibility: Adaptability to changing work environments, production requirements, and new technologies.
Timeline
Customer Support Associate
ResultsCx
08.2024 - 01.2025
Customer Support Engineer
Movate Philippines Inc.
03.2024 - 04.2024
Customer Service Representative
Teleperformance, Philippines
08.2023 - 02.2024
FREELANCE WRITER
Self Employed
01.2022 - 12.2023
Rizal Technological University
Bachelor Of Secondary Education from Mathematics
09.2020 - 05.2022
Customer Service Crew Member
7-Star Manpower Services of the Philippines Corporation
07.2018 - 10.2019
Cooperative Trainer
Generation One Resource Service and Multi-Purpose Cooperative
05.2016 - 12.2018
Mayamot National High School
STEM_K-12 from Science, Technology, Engineering and Mathematics
06.2014 - 05.2020
Mayamot Elementary School
Level 1-6
06.2008 - 05.2014
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