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
Adaptable and Intellectually Curious
Content Product Promoter
Computer Literate
Microsoft, Outlook, Teams ,Googles, Zoom and WPS Literate
Avaya,Genesis, CRM ,POS and Software tool in related position literate
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
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