Jonna Mae Adesas
Sales And Customer Service Specialist
Antipolo City
Summary
Sales Executive with experience in planning and packaging subscriptions, customer issue resolution, and partner coordination across service and retail settings. Drives sales conversations by translating product details into clear customer value while keeping service standards high. Supports brand growth through timely follow-through with customers, retail partners, and distribution partners.
Overview
12
12
years of professional experience
Work History
B2B Onboarding Specialist
Full Potential Solutions
09.2023 - Current
- Revamped onboarding procedures to improve new employee experiences and shorten transition durations.
- Designed comprehensive training materials and resources ensuring effective knowledge transfer to new client
- Conducted orientation sessions to immerse employees in company culture and policies.
- Deployed feedback systems to assess onboarding efficiency and highlight opportunities for improvement.
- cultivated strong partnerships with cross-functional teams to ensure alignment on onboarding initiatives.
- Elevated retention rates by fostering robust connections with new hires throughout onboarding process.
SALES EXECUTIVE
TELSTRA/ INBOUND CUSTOMER SERVICE, Services International, Mall of Asia
11.2019 - 05.2023
- Provided details for plan and package subscriptions
- Assisted customers with their internet, landline, channel subscription and mobile services
- Addressed customers concern on a timely manner
- Provided/ read agreement for plans, devices, subscriptions and billing expectations over the phone to ensure that customers are well aware of what is included on their order.
AIRBNB/ CUSTOMER ACCOUNT EXECUTIVE
Intouch PH
05.2019 - 10.2019
- Assisted customers with the planning and booking aspect of their vacation or stay
- They may support customers in person, on the phone, online or a combination of these
- Overseeing changes to original reservations and managing exchanges and refunds
- Monitoring reservations schedules and cancellations and no-shows
- Answering incoming calls and giving satisfactory replies to customer inquiries and complaints
- Reading and interpreting the reservation system at a speedy pace.
RESULTS COMPANIES
05.2017 - 10.2018
- Provided technical assistance for Home phone and Internet service
- Addressed billing inquiry on a timely manner
- Up skilled for Integrated Service Management both Billing and Troubleshooting
- Trained for NPS, SALES and VOC score card metrics
ISM / TEAM LEADER
AT&T, VXI Philippines, Asia
02.2016 - 05.2017
- Managed more than 40 agents for DirecTV Technical support and AT&T
- Billing inquiry
- Created action plans based on uncovered strengths and opportunities discovered through observation data
- Provided and documented performance feedback through daily, weekly and monthly one on one sessions, performance review and goal setting
- Manage, process and review timesheets, payroll and daily attendance
- Reviewed individual production, work quality, performance management and initiating corrective action as needed.
Sales Coach
Alorica Ph
01.2015 - 02.2016
- Provided insight, content and process knowledge
- Maps current process and offers recommendation for improvement
- Accurately utilizes strong problem solving skills and analytical skills to drive productivity
- Addresses escalated issues, agents inquiry and tracking agents opportunity for coaching purposes
- Training and preparing agents to respond to customer questions, complaints and troubleshooting steps on a daily basis
- Weekly answers calls for new processes and phone time adherence
TECHNICAL SUPPORT REPRESENTATIVE, SUBJECT MATTER EXPERT
VERIZON LEVEL2, ALORICA PHIL
07.2014 - 01.2015
- Provided level 2 technical assistance for internet service
- Addressed customers concern on a timely manner
- Answered escalated calls for follow ups and resolution
- Daily and weekly being coached for updated processes and work flows
- Trained for NPS and VOC score card
Education
High School Graduate -
01.2008
Extra-curricular activities
7 Habits of Effective Leadership, VXI, Pasay - undefined
MAY 2017 MAY 2017
9 Thinking Hats - undefined
01-2018
Results Philipines
Skills
Customer service
Sales support
Issue resolution
Escalation handling
Account management
Team supervision
Coaching & feedback
Workforce scheduling
Performance tracking
Quality monitoring
Schedule optimization
Performance improvement plans
CRM software
Pipeline management
KPI reporting
Sales presentations
Timeline
B2B Onboarding Specialist - Full Potential Solutions
09.2023 - Current
SALES EXECUTIVE - TELSTRA/ INBOUND CUSTOMER SERVICE, Services International, Mall of Asia
11.2019 - 05.2023
AIRBNB/ CUSTOMER ACCOUNT EXECUTIVE - Intouch PH
05.2019 - 10.2019
- RESULTS COMPANIES
05.2017 - 10.2018
ISM / TEAM LEADER - AT&T, VXI Philippines, Asia
02.2016 - 05.2017
Sales Coach - Alorica Ph
01.2015 - 02.2016
TECHNICAL SUPPORT REPRESENTATIVE, SUBJECT MATTER EXPERT - VERIZON LEVEL2, ALORICA PHIL
07.2014 - 01.2015
- 9 Thinking Hats,
- 7 Habits of Effective Leadership, VXI, Pasay,
Topical Village National High School - High School Graduate,