Jonneth Monares
Kawit
Summary
With 15 years of operational customer service experience in tech, billing, collection, and fraud, I have honed my skills in providing exceptional support through various mediums such as email, eSupport (chat), and phones. Throughout my 15-year tenure in operations, I have also gained valuable expertise in people and talent management. As a result, I have successfully managed teams and implemented a robust internal leadership enhancement and development program. This program has yielded a remarkable 90% success rate in promotions and career advancement for our employees.
Developed strong communication and problem-solving skills in fast-paced customer service environment. Adept at managing customer relationships and resolving complex issues to ensure satisfaction. Looking to transition these skills into new field, driving positive outcomes and growth.
Overview
18
18
years of professional experience
Work History
CSR
Just Press One
01.2021 - 01.2025
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
Call Taker/ Dispatcher
Trec Global
07.2019 - 03.2021
- Assisted in training new hires, sharing best practices for call-taking procedures and fostering a supportive work environment.
- Managed high-pressure situations calmly, ensuring timely assistance to callers during peak hours or emergency scenarios.
- Dealt successfully with individuals from various socio-economic, ethnic and cultural backgrounds.
- Typed incoming information promptly, maintaining Number% accuracy rate.
- Collaborated with other departments as needed to resolve complex issues or provide comprehensive support for customers in need of specialized assistance.
Phone line Support
Piperlou Collection
06.2020 - 09.2020
- Company Overview: E-commerce
- E-commerce
Telemarketer
RX Eval
05.2019 - 07.2019
- Outbound Cold calling to offer Medicine for Pain and Discomfort
Telemarketer
Versatel Marketing
02.2019 - 04.2019
- Cold calling for Health Insurance
Senior Analyst- Customer Service Representative
ADP Phil INC.
Makati City
08.2012 - 01.2019
- Company Overview: 6th Glorieta 2 Corporate Center Palm Drive
- Full-time Office exchange administrator - responsible in routine maintenance, user account configuration, handling support and escalations from Operations, and other email management tasks
- Assisting Employees of our Client regarding Benefits and Payroll concerns and provide quality assistance
- 6th Glorieta 2 Corporate Center Palm Drive
Customer Service Representative- Telstra
Teletech
Bacoor, Cavite
11.2008 - 07.2012
- Capable of building productive relationship
- Expertise in analysing and resolving complex issues
- Communicate with customers and vendors to get information
- Document accurate notes for all account interaction
- Created employee award and recognition program
Telemarketer
Metrobank Card Corporation
Ortigas, Pasig City
07.2007 - 08.2008
- Initiate outbound sales call
- Process Credit Card application
- Initiate Credit Card contracts
Education
Bachelor of Elementary Education - Mathematics
Saint Francis of Assis College
Bacoor, Cavite01.2007
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Customer service
- Active listening
- Critical thinking
- Professional telephone demeanor
- Microsoft outlook
- Computer proficiency
- Scheduling
- Call management
- Administrative support
- Problem resolution
- Product knowledge
- Building rapport
- Microsoft Excel
- Microsoft Office Suite
- Product sales
- Appointment scheduling
- Reading comprehension
- Follow-up skills
- Prioritization
- Customer relationship management (CRM)
- Multi-line phone talent
- Account management
- Research
- Spreadsheets
Skype Id
live:izenraven
Summary Of Skills And Career Highlights
10 years of operational 'Customer Service' experience in Tech, Billing, Collection, and Fraud (Support mediums – Email, eSupport (Chat) and Phones)., Experienced in managing teams within the 9-year tenure in Operations and implemented and oversaw a robust internal Leadership Enhancement and Development program with more than 90% success rate in promotions and career advancement.
Timeline
CSR
Just Press One
01.2021 - 01.2025
Phone line Support
Piperlou Collection
06.2020 - 09.2020
Call Taker/ Dispatcher
Trec Global
07.2019 - 03.2021
Telemarketer
RX Eval
05.2019 - 07.2019
Telemarketer
Versatel Marketing
02.2019 - 04.2019
Senior Analyst- Customer Service Representative
ADP Phil INC.
08.2012 - 01.2019
Customer Service Representative- Telstra
Teletech
11.2008 - 07.2012
Telemarketer
Metrobank Card Corporation
07.2007 - 08.2008
Bachelor of Elementary Education - Mathematics
Saint Francis of Assis College