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
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
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
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
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
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
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.
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
Similar Profiles
CESAR DIAZ CASTILLO JRCESAR DIAZ CASTILLO JR
Trainee Junior Staff Nurse at Premiere Medical CenterTrainee Junior Staff Nurse at Premiere Medical Center
Marsel GacutanMarsel Gacutan
Inhouse Merchandiser at RCS SupermarketInhouse Merchandiser at RCS Supermarket
MA. CLARISZA JOYCE P. RESTUMMA. CLARISZA JOYCE P. RESTUM
Principal Operations Specialist at Justlife UAEPrincipal Operations Specialist at Justlife UAE