Josephine de Guzman
Cabanatuan
Summary
Flexible, friendly and solution-oriented Customer Service or Technical Support with over 10 years of experience in service and support. Adaptable, honest. Dedicated to self-development to provide expectation-exceeding service to customer loyalty and satisfaction.
Overview
16
16
years of professional experience
Work History
Account Manager
FilePinas
Cabanatuan City, Province Of Nueva Ecija, Philippines
09.2023 - 09.2024
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Customer Service Representative
InstaAnswer LLC
New York, USA
07.2017 - 12.2022
- Take messages for different companies during and after office hours
- Submit urgent service requests for elevator repair requests, oil deliveries, etc.
- Cross-trained and supported team of customer service representatives.
- Addressed customers' questions, problems and complaints via phone.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
Technical Support Representative
VXI
Quezon City, Roosevelt Ave
06.2015 - 04.2017
- Offered first-line support for Internet, mobile phone and VOIP issues.
- Provided clear and concise step-by-step technical support.
- Assisted in installation and set up applications for clients, including anti-virus software.
- Addressed customer service enquiries quickly and accurately.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Built rapport with customers through courteous and professional communications.
- Processed and issued product orders and service upgrades for customers.
- Provided clear and concise step-by-step technical support to guide clients.
- Used remote access to navigate and link to customer computers.
- Logged and completed reports to submit technical details to management.
- Used support tickets to track and speed up incidents.
Supervisor
Legacy Call Management
Cabanatuan, Nueva Ecija
04.2014 - 01.2015
- Aligned day-to-day activities with targets set by upper management.
- Met monthly objectives by providing personalised, friendly and knowledgeable customer assistance.
- Equipped staff with knowledge and skills to reach company targets, coaching and mentoring new joiners and under performing employees in best operational practices.
- Tracked employee productivity, performance and task completion.
- Provided one-on-one coaching to improve productivity and skills of employees.
- Conducted evaluations to measure performance and progress of employees.
Technical Support Representative
TELETECH
Mexico, Pampanga
04.2013 - 04.2014
- Offered first-line support for Internet, mobile phone and data stick
- Provided clear and concise step-by-step technical support.
- Assisted in installation and set up applications for clients, including anti-virus software.
- Addressed customer service enquiries quickly and accurately.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Built rapport with customers through courteous and professional communications.
CSR/TSR
STARTEK
Quezon City, Ortigas
03.2010 - 09.2012
- Offered first-line support for Internet, mobile phone and VOIP issues.
- Provided clear and concise step-by-step technical support.
- Assisted in installation and set up applications for clients, including anti-virus software.
- Addressed customer service enquiries quickly and accurately.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Built rapport with customers through courteous and professional communications.
- Gave out information and advice about available [Product or Service] options.
- Kept detailed records of customer interactions for future reference.
CSR /TSR II
ICT Marketing Services Inc.
Cabanatuan, Nueva Ecija
12.2008 - 01.2010
- Offered first-line support for Internet, cable and VOIP issues.
- Followed scripts and processes to uphold brand standards.
- Handled high-volume telephone calls to address and resolve customer queries.
- Provided clear and concise step-by-step technical support.
- Assisted in installation and set up applications for clients, including anti-virus software.
- Addressed customer service enquiries quickly and accurately.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Built rapport with customers through courteous and professional communications.
Education
Bachelor of Arts - Mass Communication
Pamantasan ng Lungsod ng Maynila
Skills
- Customer needs analysis
- Process optimization
- Solution development
- Telephone inquiries specialist
- Upselling
- Customer data management
- Lead generation
- Energetic work ethic
- Account verification
- Call centre experience
- Active listening
- Team leadership
- Multi-tasking
- Remote dispatching
- Remote teamwork
- Problem-solving
Timeline
Account Manager
FilePinas
09.2023 - 09.2024
Customer Service Representative
InstaAnswer LLC
07.2017 - 12.2022
Technical Support Representative
VXI
06.2015 - 04.2017
Supervisor
Legacy Call Management
04.2014 - 01.2015
Technical Support Representative
TELETECH
04.2013 - 04.2014
CSR/TSR
STARTEK
03.2010 - 09.2012
CSR /TSR II
ICT Marketing Services Inc.
12.2008 - 01.2010
Bachelor of Arts - Mass Communication
Pamantasan ng Lungsod ng Maynila