JOSEPHINE DE VERA
Manila
Summary
To leverage my extensive customer interaction background and drive operational efficiency within a dynamic organization. Goal-driven professional. Dedicated Customer Service Supervisor with a passion for delivering exceptional experiences. Seeking to empower teams and elevate customer engagement.
Overview
14
14
years of professional experience
Work History
Customer Experience Supervisor
Angkas
06.2017 - Current
- Supervising and managing a team of customer service representatives or agents.
- Setting clear performance expectations and goals for team members.
- Providing weekly coaching, training, and feedback to enhance their customer service skills.
- Handling escalated customer issues, like accidents, and harassment, and resolving complex problems.
- Ensuring that all employees understand the importance of delivering exceptional customer experiences.
Cross Border Associate
Lazada E-Services Philippines, Inc.
06.2015 - 06.2017
- Partner Support for existing sellers.
- Onboarding of international sellers thru managing and
providing access to sizable mature market. - Lead continuous process improvements thru working
closely with business leaders to continuously review seller experience and prioritize opportunities for improvement. - Listing content management
- Document verification
Customer Care Representative
FIS Global Solutions Philippines, Inc.
12.2013 - 05.2015
- Certegy Check Services
- Educated customers about check authorization and payroll cashing services for businesses that accepts checks in their store, online, over the phone, and through mail.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Sales & Technical Support Representative
Sutherland Global Services Phils
12.2010 - 09.2012
- AT&T ConnecTech
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Customer Care Representative
MDS Call Solutions, Inc.
08.2009 - 12.2011
- McDonald Delivery (8-MCDO)
- Order Taking
Education
Bachelor of Arts - Communication Arts
Angelicum College
Sto Domingo Quezon CitySkills
Customer-centric mindset, Leadership, Communication, Customer Feedback Analysis, Training and Development, Problem-Solving, Multitasking, Adaptability, Conflict Resolution, Empathy, Project Management, Team Collaboration
Timeline
Customer Experience Supervisor
Angkas
06.2017 - Current
Cross Border Associate
Lazada E-Services Philippines, Inc.
06.2015 - 06.2017
Customer Care Representative
FIS Global Solutions Philippines, Inc.
12.2013 - 05.2015
Sales & Technical Support Representative
Sutherland Global Services Phils
12.2010 - 09.2012
Customer Care Representative
MDS Call Solutions, Inc.
08.2009 - 12.2011
Bachelor of Arts - Communication Arts
Angelicum College
Similar Profiles
Mohammad SohairMohammad Sohair
Senior Software Engineer at AngkasSenior Software Engineer at Angkas
Ulysses MirandaUlysses Miranda
ANGKAS BIKER at ANGKASANGKAS BIKER at ANGKAS
Reynante RectaReynante Recta
Driver at Angkas and Move It Motor TaxiDriver at Angkas and Move It Motor Taxi
PAUL VINCENT MERCADOPAUL VINCENT MERCADO
Senior Director, Marketing & External Relations at Ayala Foundation, Inc.Senior Director, Marketing & External Relations at Ayala Foundation, Inc.
JUAN CARLO BASASJUAN CARLO BASAS
NOC Engineer at Technoglobal Team Inc.NOC Engineer at Technoglobal Team Inc.