Joebergrace Gawan
Santiago City
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
Work History
Customer Service Representative (CSR)
DK Hardware
USA (Remote)
11.2019 - 01.2026
- Answering incoming calls and responding to emails within company-defined service-level agreements (SLAs), often aiming for a few hours to minutes.
- Managed 50+ outbound customer calls daily while achieving a 100% daily response rate on all customer emails
- Addressed customer inquiries through effective communication and strategic problem-solving.
- Maintained comprehensive records of call details, including customer issues and corresponding resolution strategies.
- Managed order processing operations, ensuring accurate fulfillment of customer requests.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Utilized empathetic communication to resolve customer issues, contributing to increased loyalty and repeat patronage.
- Documented customer interactions in detail, guaranteeing appropriate follow-up actions and resolution of issues.
- Guided new hires through coaching and mentoring initiatives, ensuring effective integration into team dynamics.
- Analyzed customer preferences to provide customized solutions, fostering increased loyalty and retention.
- Utilized multiple communication channels to resolve customer inquiries efficiently and ensure timely responses.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Built and maintained trust-based client relationships, consistently achieving and exceeding service excellence benchmarks.
IS Specialist Assistant
Servier Philippines Inc (LES LABORATOIRES SERVIER)
Philippines
05.2017 - 03.2018
- Ensure all the data submitted by the MedReps to be effected on their MWP are valid and acceptable for encoding and updating.
- Checks and validates all adjustment forms and TMS worksheet received from the MedReps are to properly place on the EasyMed system.
- Perform daily update on the doctor’s database to have real time accurate database information.
- Inputs all adjustments received for the MedReps within the cutoff date.
- Ensure the MedReps EasyMed Ipad contains correct update and MWP base on their submitted adjustment.
- Validates all the related reports with must contain all the revision and updates done.
- Reports the management updated MWP summaries and MD statistics.
- Perform Ad hoc reports requested for special studies and analyze
- Delivered technical support to field personnel and office staff regarding software and hardware inquiries.
IT Staff (Data Entry and Technical Support)
Isabela Prime Distribution
Philippines
04.2016 - 02.2017
- Provide technical support to the office on their software and Hardware inquiries and concerns.
- Enter data from source documents into prescribed computer database, files
- Transcribe information into required electronic format
- Respond to requests for information and access relevant files
- Send emails and print information when required
- Worked effectively in fast-paced environments.
- Organized and detail-oriented with a strong work ethic.
CRM/Encoder
Talavera Hypermart
Philippines
09.2015 - 11.2015
- Assisted cashiers in troubleshooting and resolving workstation challenges to maintain efficiency.
- Created detailed customer profiles to enhance database accuracy and support targeted marketing efforts.
- Managed data entry tasks and conveyed customer information to maintain operational efficiency.
- Performed systematic scanning of documents into databases, facilitating efficient information retrieval.
- Ensured proper storage of completed documents in specified areas to maintain accessibility.
- Systematically recorded and organized activities and tasks in logbooks to facilitate accountability and transparency.
Enumerator
Census
Philippines
08.2015 - 09.2015
- Conducted door-to-door outreach within designated area to collect essential information.
- Conducted surveys to gather accurate demographic data for population analysis.
- Ensured data integrity by cross-referencing responses with established guidelines.
Education
Bachelor of Science - Information Technology
Northeastern College
Isabela03-2014
Bachelor of Science - Mechatronics Engineering
Saint Louis University
Baguio City01-2008
High School Diploma -
Northeastern College High School Department
Santiago CityElementary -
Cordon Central School
Cordon, IsabelaSkills
- Customer Service Representative 10/10 (6 years)
- Customer service
- Active listening
- Follow-up skills
- Problem resolution
- Complaint handling and Dispute resolution
- Critical thinking
- Customer relationship management (CRM) software
- Professional telephone demeanor
- Coordination
- Appointment setter 5/10 (3months)
- Appointment scheduling
- Lead generation
- Cold Calling
- Microsoft Office 10/10 (11 years)
- Microsoft outlook
- Documentation and filing
- Data entry
- Spreadsheets
- Recordkeeping strengths
- Computer proficiency
- Paperwork processing
Timeline
Customer Service Representative (CSR)
DK Hardware
11.2019 - 01.2026
IS Specialist Assistant
Servier Philippines Inc (LES LABORATOIRES SERVIER)
05.2017 - 03.2018
IT Staff (Data Entry and Technical Support)
Isabela Prime Distribution
04.2016 - 02.2017
CRM/Encoder
Talavera Hypermart
09.2015 - 11.2015
Enumerator
Census
08.2015 - 09.2015
Bachelor of Science - Information Technology
Northeastern College
Bachelor of Science - Mechatronics Engineering
Saint Louis University
High School Diploma -
Northeastern College High School Department
Elementary -
Cordon Central School
PERSONAL PROFILE:
Nickname: Jaybee
Date of Birth: October 21, 1989 Place of Birth: Santiago City Place of Residency: Santiago City Age: 36 years old Height: 168 cm Weight: 172 lbs, Civil Status: Single Citizenship: Filipino I hereby certify that all information written above is true and correct to the best of my knowledge and beliefs.