Josephine Galang
Customer Service
Rodriguez, Rizal
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Customer Service Representative
Resolute Prpoerty Tax Solutions
Rodriguez Rizal
10.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Collected and analyzed customer information to prepare product or service reports.
- Recorded account information to open new customer accounts.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Processed customer adjustments to maintain financial accounts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provide general overview on property tax protest in the state of Texas.
General Virtual Assistant
Freelancer
Rodriguez Rizal
04.2019 - 09.2022
- Write articles in Wordpress
- Managed social media accounts
- Order processing via e-commerce
- Outbound calls for appliance repairs
- Outbound calls to health insurance providers
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Conferred with customers by telephone, chat or email to provide information.
- Maintained supervisor's calendar and set up reminders for meetings and appointments.
Technical Support Representative
Concentrix Philippines
Quezon City
05.2020 - 08.2022
- Receives regular and escalated phone calls related to customer technical issues for electronic devices like mobile phones and all accessories connected with them, tablets, computers and other peripherals for a known US brand
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Lan connection.
- Used ticketing systems to manage and process support actions and requests.
Retention Customer Service
Afni Philippines
Quezon City
05.2019 - 12.2019
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Identified issues, analyzed information and provided solutions to problems.
- Provide resolution to save customers from leaving by giving them options for alternative plans for individual and family mobile services.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Supervisor
Hiduja Global Solutions
Quezon City
07.2011 - 12.2018
- Monitor and analyze teams performance to make sure they meet the metrics set by the client
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Provides feedback and counseling to ensure legendary customer service is delivered in every call
- Analyze assigned projects and distribute the tasks to team members’ base on their area of expertise
- Identified individual employee's unique work styles and adapted management methods.
- Evaluate individual performance of the team and motivate them to perform better
- Monitored workflow to improve employee time management and increase productivity.
- Coordinated employee schedules to keep pace with business needs and meet company demands.
- Monitor daily call volume and do call outs as needed to make sure service level is met and provide suggestions whenever needed to help improve service level Submit and create reports of agents’ activity affecting service level and provide resolution and improve the identified problem
- Experience Provides regular status on assigned tasks; Provides guidance and necessary assistance to team members;
- Defined operational metrics to evaluate efficiency of processes and procedures.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Tracked and prepared quarterly reports to present to leadership.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Worked with management team to implement proper division of responsibilities.
- Conducted routine inspections to check quality and compliance with established specifications.
- Conducted employee evaluations to provide feedback and set expectations for future job performance.
- Evaluated employee performance and coached and trained to improve weak areas.
Billing Specialist
Hiduja Global Solutions
Quezon City
09.2008 - 07.2011
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Process and submits payment for members and reports any lost check or online payments to superior as required in increasing service level and customer satisfaction
- Generated and submitted invoices based upon established accounts receivable schedules and terms.
- Process enrollment, insurance plan changes, members profile whenever it is needed
- Handled account payments and provided information regarding outstanding balances.
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
Customer Care Representative
Teleperformance Philippines
Mandaluyong City
05.2005 - 05.2008
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Resolved concerns with products or services to help with retention and drive sales.
- Navigated multiple computer systems and applications to find information.
- Coordinated timely responses to online customer communication and researched complex issues.
- Assisted call-in customers with questions and orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Delivered excellent customer service, resulting in consistent 87% customer satisfaction rating.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Teacher
Jesus Is Lord Christian, School
Plaridel, Bulacan
06.2002 - 04.2005
- Planned and implemented integrated lessons to meet national standards.
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
- Encouraged creative thinking and motivated students by addressing individual strengths and weaknesses based on standardized testing results.
- Implemented creative ways to foster curiosity for complex principles through hands-on learning and planned activities.
- Worked cooperatively with other teachers, administrators and parents to help students reach learning objectives.
- Supported student physical, mental and social development using classroom games and activities.
- Graded and evaluated student assignments, papers and course work.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
Education
Bachelor of Science - Physics Teacher Education
Bulacan State University
Philippines 06.1997 - 04.2001
Skills
Report preparation
Complaint resolution
Sales expertise
Training development aptitude
Money handling abilities
Technical Support
Medical terminology knowledge
Administrative support
Service standard compliance
Account management
Creative problem solving
Multi-line phone talent
CRM
Professional telephone demeanor
Certification
June 1997 to April 2001
Timeline
Customer Service Representative
Resolute Prpoerty Tax Solutions
10.2022 - Current
Technical Support Representative
Concentrix Philippines
05.2020 - 08.2022
Retention Customer Service
Afni Philippines
05.2019 - 12.2019
General Virtual Assistant
Freelancer
04.2019 - 09.2022
Supervisor
Hiduja Global Solutions
07.2011 - 12.2018
Billing Specialist
Hiduja Global Solutions
09.2008 - 07.2011
Customer Care Representative
Teleperformance Philippines
05.2005 - 05.2008
Teacher
Jesus Is Lord Christian, School
06.2002 - 04.2005
Bachelor of Science - Physics Teacher Education
Bulacan State University
06.1997 - 04.2001