Summary
Overview
Work History
Education
Skills
References
Timeline
AssistantManager

Josephine De Vera

Blk 3A Lot 41 Lancaster Residences Alapan II-A Imus Cavite

Summary

Experienced Customer ServiceSupervisor. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

15
15
years of professional experience

Work History

Customer Service Supervisor

Angkas PH
06.2017 - 02.2024
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Coached employees through day-to-day work and complex problems.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.

Cross Border Partner Support

Lazada Group
06.2015 - 06.2017
  • Onboarding of International Sellers thru managing and providing access to sizable mature market.
  • Coordinate online operations activities to ensure smooth and efficient processes.
  • Partner Support for existing sellers.
  • Manage product listings, including pricing, inventory, and promotions.
  • Assist in resolving customer inquiries and issues related to online operations.

Customer Support Specialist

FIS Global Solutions Philippines, Inc
01.2013 - 06.2015
  • Customer Support for Certegy Check Services
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Educated customers about check authorization and payroll cashing services for businesses that accepts checks in their store, online, over the phone, and through mail

AT&T ConnecTech Consultant

Sutherland Global Services Phils
12.2011 - 01.2013
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues
  • Generated reports detailing findings and recommendations.

Customer Service Representative

MDS Call Solutions, Inc
08.2009 - 12.2011
  • CSR for McDonalds Delivery (8-MCDO).
  • Answers customer phone requests on orders for delivery, providing first line customer service.
  • Maintain confidentiality of customer's information without exception.
  • Communicates in a friendly, positive and professional manner.

Education

Bachelor of Arts - Communication

UST Angelicum College
112 MJ Cuenco St.;, Brgy Sto Domingo, Quezon City

Skills

  • Team Leadership
  • Employee Supervision
  • Call Monitoring
  • Goal Setting
  • Positive and Constructive Feedback
  • Problem-Solving
  • Customer Service
  • Cross-Functional Collaboration
  • Coaching and Mentoring
  • Handling Complaints
  • Customer Service Management
  • Phone and Email Etiquette
  • Administration and Operations

References

Mr George Royeca

CEO/Owner - Angkas


Mr Ralp Moris Brondial

Head of Operations - RiderKo

0917-5811623


Mr DJ Miranda

Assistant Manager - Angkas 

0917-5762211






Timeline

Customer Service Supervisor

Angkas PH
06.2017 - 02.2024

Cross Border Partner Support

Lazada Group
06.2015 - 06.2017

Customer Support Specialist

FIS Global Solutions Philippines, Inc
01.2013 - 06.2015

AT&T ConnecTech Consultant

Sutherland Global Services Phils
12.2011 - 01.2013

Customer Service Representative

MDS Call Solutions, Inc
08.2009 - 12.2011

Bachelor of Arts - Communication

UST Angelicum College

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Josephine De Vera