Jovairah Loleng
Taguig City,NCR
Summary
Motivated and customer focused professional with experience in customer service, sales, IT Professional and business operations. Skilled in building positive customer relationships, solving problems, and supporting day-to-day business success.
Overview
7
7
years of professional experience
Work History
Customer Service Representative - Social Media
Concentrix
07.2026 - Current
Responsible for managing the organization's social media presence by creating, scheduling, and publishing engaging content across multiple platforms. Monitor audience engagement, respond to inquiries and messages, analyze performance metrics, and recommend strategies to improve reach and brand awareness. Collaborate with the team to promote programs, events, and campaigns while ensuring consistent branding and timely communication.
Key Responsibilities:
- Manage and maintain social media accounts (Facebook, Instagram, TikTok, etc.).
- Create, edit, and schedule engaging content.
- Monitor comments, messages, and audience engagement.
- Track social media performance using analytics tools.
- Assist in planning and executing digital marketing campaigns.
- Ensure brand consistency across all social media platforms.
- Stay updated with social media trends and best practices.
BUSINESS EXPERIENCE - OWNER
Cafe Kalye By Loleng
10.2025 - Current
Key Responsibilities and Learning Experience
* Established and managed a registered coffee cart business providing beverage services for events.
* Handled business planning, costing, pricing, supplier coordination, and inventory management.
* Managed customer relations, event coordination, and client requirements.
* Organized operational requirements to ensure efficient service delivery during events.
* Monitored business expenses, sales performance, and resource utilization.
General Summary of Skills
* Food and Beverage Operations Management
* Event Coordination and Customer Service Management
* Business Planning and Resource Management
Other Relevant Information
* Developed experience in managing a registered food and beverage business, including event operations, customer relations, financial planning, and business development.
* Enhanced skills in entrepreneurship, adaptability, service management, and operational decision-making.
Service Desk Analyst
Atos Information Technology
08.2022 - 03.2024
Key Duties and Responsibilities:
- Provided first-level IT service desk support to end users by handling incidents and service requests through phone, email, chat, and ticketing systems.
- Diagnosed and resolved hardware, software, operating system, network, and application-related issues in accordance with established service level agreements (SLAs).
- Performed user account administration, including password resets, account unlocks, access management, and user provisioning.
- Installed, configured, and supported desktop computers, laptops, peripherals, Microsoft Office applications, and enterprise software.
- Logged, tracked, updated, and resolved incidents using IT Service Management (ITSM) tools while ensuring accurate documentation.
- Escalated complex technical issues to second-level support or specialized IT teams when required and monitored cases through resolution.
- Provided remote technical assistance and guided users through troubleshooting procedures to minimize system downtime.
- Maintained compliance with IT policies, security standards, and service management best practices while delivering high-quality customer support.
General Summary of Skills
- IT Service Desk and Technical Support
- Incident Management and Problem Resolution
- Customer Service and IT Service Management (ITSM)
Other Relevant Information
- Provided first-level technical support for hardware, software, operating systems, and enterprise applications.
- Managed incidents and service requests in accordance with Service Level Agreements (SLAs).
- Performed user account administration, password resets, access management, and remote troubleshooting.
- Utilized ticketing systems to document, monitor, and resolve technical issues while ensuring customer satisfaction.
- Developed strong analytical, communication, and problem-solving skills in a fast-paced global IT support environment.
BUSINESS EXPERIENCE - OWNER
Amarings Thrift Shop (Online Retail)
06.2020 - 08.2023
Key Responsibilities and Learning Experience
* Managed online retail operations through e-commerce platforms, including product sourcing, pricing, marketing, and customer transactions.
* Conducted live selling activities to promote products, engage customers, and increase sales performance.
* Supervised and managed live selling staff responsible for product presentation, customer engagement, and online selling activities.
* Trained and guided team members on product knowledge, sales approach, customer interaction, and live selling procedures.
* Managed inventory, product listings, order fulfillment, and customer inquiries.
* Developed promotional strategies using digital platforms to improve brand visibility and customer reach.
General Summary of Skills
* Retail and E-Commerce Management
* Digital Marketing and Sales Management
* Team Supervision and Customer Relationship Management
Other Relevant Information
* Developed practical experience in managing an online retail team, including delegation of tasks, employee coordination, and performance monitoring.
* Enhanced skills in digital marketing, sales management, consumer behavior analysis, and people management.
* Experienced in adapting business strategies based on customer feedback and market trends.
Technical Support Representative - LG Electronics
Sitel Philippines
05.2022 - 08.2022
Key Duties and Responsibilities:
- Provided technical support to customers regarding LG Electronics products, including televisions, home appliances, mobile devices, and other consumer electronics.
- Assisted customers in diagnosing and troubleshooting hardware, software, connectivity, and product performance issues through phone and remote support.
- Guided customers through product setup, installation, configuration, and basic maintenance procedures.
- Explained product features, warranty coverage, repair options, and service center processes.
- Escalated complex technical issues to higher-level support teams when necessary while ensuring proper documentation and follow-up.
- Recorded customer interactions, technical findings, and resolutions accurately using CRM and internal support systems.
- Ensured compliance with quality standards, company policies, and data privacy requirements while delivering excellent customer service.
- Maintained high levels of customer satisfaction through effective communication, technical expertise, and timely issue resolution.
General Summary of Skills
- Technical Troubleshooting and Product Support
- Customer Service and Technical Communication
- Problem Solving and Issue Resolution
Other Relevant Information
- Provided technical assistance for LG Electronics consumer products.
- Guided customers through product installation, configuration, troubleshooting, and maintenance.
- Explained warranty policies, repair procedures, and product features.
- Maintained accurate customer records while meeting quality and productivity standards.
- Strengthened technical knowledge and customer relationship management skil
Telesales /Sales Representative - Sprint/T-Mobile
Concentrix
10.2021 - 05.2022
Key Duties and Responsibilities:
- Handled inbound and outbound sales calls to promote Sprint/T-Mobile products and services.
- Assisted customers in selecting mobile plans, devices, and value-added services based on their needs and budget.
- Processed new line activations, plan upgrades, renewals, account modifications, and mobile device orders.
- Identified sales opportunities and recommended products and services to maximize customer value and meet sales targets.
- Explained product features, pricing, promotions, and contract terms accurately and professionally.
- Addressed customer inquiries regarding billing, account information, and service-related concerns while ensuring a positive customer experience.
- Maintained accurate customer records and sales transactions using CRM and internal systems.
- Achieved individual sales goals and complied with quality assurance standards, company policies, and data privacy requirements.
General Summary of Skills
- Sales and Customer Acquisition
- Account Management and Customer Retention
- Communication and Negotiation Skills
Other Relevant Information
- Promoted mobile plans, devices, and value-added services to prospective and existing customers.
- Processed new activations, upgrades, renewals, and account modifications.
- Consistently worked toward achieving sales targets while maintaining high customer satisfaction.
- Developed strong persuasive communication, sales techniques, and relationship-building skills.
- Ensured compliance with company policies and quality standards.
Customer Service Representative -DoorDash
Alorica Philippines Inc.
01.2021 - 06.2021
Key Duties and Responsibilities:
- Handled inbound customer service inquiries from DoorDash customers, delivery partners (Dashers), and merchants through phone, chat, and email.
- Resolved concerns related to food orders, delivery delays, missing or incorrect items, payment transactions, refunds, and account-related issues.
- Coordinated with customers, Dashers, and merchants to facilitate timely resolution of service concerns and ensure customer satisfaction.
- Processed refunds, credits, order adjustments, and account updates in accordance with company policies and procedures.
- Documented customer interactions accurately using CRM and internal support systems.
- Applied problem-solving, communication, and conflict-resolution skills to provide efficient and professional customer service.
- Consistently complied with quality standards, data privacy requirements, and performance metrics, including customer satisfaction, attendance, and productivity.
- Contributed to delivering a positive customer experience while supporting the operational goals of the organization.
General Summary of Skills
- Customer Service and Client Relations
- Order and Account Management
- Conflict Resolution and Problem Solving
Other Relevant Information
- Assisted customers, delivery partners, and merchants with order-related concerns and account inquiries.
- Resolved issues involving deliveries, payments, refunds, and account management.
- Coordinated with multiple stakeholders to ensure timely resolution of customer concerns.
- Maintained accurate documentation using CRM systems while meeting performance metrics.
- Enhanced communication, multitasking, and customer experience management skills.
BUSINESS EXPERIENCE - OWNER
Amarings Dining
07.2019 - 05.2020
Key Responsibilities and Learning Experience
* Managed the overall operations of a food business specializing in unlimited wings, including daily production, customer service, sales monitoring, and business planning.
* Supervised and managed kitchen and service crew responsible for food preparation, cooking, order processing, and customer assistance.
* Assigned work responsibilities, monitored employee performance, and ensured that service standards and operational procedures were followed.
* Handled recruitment, training, scheduling, and coordination of staff to maintain smooth business operations.
* Managed purchasing, inventory control, food costing, pricing strategies, and expense monitoring.
* Developed customer service strategies to improve customer satisfaction and encourage repeat customers.
General Summary of Skills
* Entrepreneurship and Business Operations Management
* Food Service Management and Team Leadership
* Customer Relationship, Sales, and Financial Management
Other Relevant Information
* Gained hands-on experience in managing a small business organization, including employee supervision, operational decision-making, resource allocation, and customer experience management.
* Developed leadership skills through managing staff, delegating tasks, and maintaining productivity within the workplace.
* Applied business concepts related to operations management, human resource management, and entrepreneurship.
Education
College Undergrad - Bachelor of Science In Pharmacy
Arellano University
Sampaloc Manila01-2018
HighSchool -
Maria Asuncion Rodriguez Tinga HighSchool
Taguig, 0001-2014
Elementary -
Maharlika Elementary School
Taguig City01-2010
Skills
- Customer Service
- Technical Troubleshooting
- Remote Desktop Support
- Microsoft 365 Administration
- Active Directory & Microsoft Intune
- Ticketing Systems (ServiceNow)
- Incident & Problem Management
- Customer Relationship Management
- Sales & Client Engagement
- Business Operations Management
- Retail Store Management
- Inventory & Stock Control
- Financial & Cash Flow Management
- Microsoft Office (Excel, Word, PowerPoint)
TRAININGS AND PROFESSIONAL DEVELOPMENT SEMINARS
Date Covered:
August 31, 2022
Title of Training/Seminar:Windows 10 Deployment
Location:Atos Information Technology
Sponsor/Organizer:Atos Corporate University
Brief Description of Training and Skills Acquired:Completed a professional training program focused on Windows 10 deployment and workstation setup in a business environment. The training enhanced knowledge and skills in supporting business operations through efficient technology implementation, workplace productivity, and operational support.
The training enhanced competencies in:
- Business operations support
- Process improvement
- Workplace productivity
- Technology utilization in business operations
- Problem-solving and decision-making
- Customer service and operational support
Participated as a trainee and successfully completed the required learning modules and assessments. Applied the knowledge gained in supporting daily business operations by preparing workstations, resolving technical concerns, and ensuring reliable access to business systems.
Contributed to organizational effectiveness by improving operational efficiency, minimizing work disruptions, supporting employees' technology needs, and maintaining quality service that contributes to overall business performance.
Date Covered:August 31, 2022
Title of Training/Seminar:Configure Networking
Location:Atos Information Technology
Sponsor/Organizer:Atos Corporate University
Brief Description of Training and Skills Acquired:Completed a professional training program focused on networking fundamentals and business connectivity solutions. The training enhanced knowledge and skills in supporting communication systems, maintaining business continuity, and ensuring reliable operational processes through effective network management.
The training enhanced competencies in:
- Business continuity support
- Operational efficiency
- Technology utilization in business operations
- Problem-solving and analytical thinking
- Process improvement
- Customer service support
Participated as a trainee and successfully completed the required learning modules and assessments. Applied the acquired knowledge in supporting business connectivity, resolving network-related concerns, and assisting employees in maintaining uninterrupted business operations.
Contributed to organizational productivity by helping ensure reliable communication systems, minimizing operational disruptions, and supporting efficient workflow across the organization.
Date Covered:August 31, 2022
Title of Training/Seminar:Polishing Your Skills for Excellent Customer Service
Location:Atos Information Technology
Sponsor/Organizer:Atos Corporate University
Brief Description of Training and Skills Acquired:Completed a professional training program focused on delivering excellent customer service through effective communication, customer engagement, and service quality. The training developed competencies in building positive customer relationships, handling inquiries professionally, and promoting customer satisfaction.
The training enhanced competencies in:
- Customer relationship management
- Business communication
- Service quality improvement
- Customer satisfaction
- Problem-solving
- Professionalism in the workplace
Participated as a trainee and successfully completed the required learning modules and assessments. Applied the acquired knowledge by providing quality customer support, resolving concerns efficiently, and maintaining professional communication with clients and stakeholders.
Contributed to organizational effectiveness by strengthening customer relationships, improving service delivery, and supporting the organization's customer service objectives.
Date Covered:August 31, 2022
Title of Training/Seminar:Controlling Conflict, Stress and Time in Customer Service
Location:Atos Information Technology
Sponsor/Organizer:Atos Corporate University
Brief Description of Training and Skills Acquired:Completed a professional training program focused on conflict resolution, stress management, and effective time management in customer service environments. The training enhanced the ability to maintain professionalism, improve productivity, and manage workplace challenges while delivering quality service.
The training enhanced competencies in:
- Conflict management
- Time management
- Workplace productivity
- Decision-making
- Customer relationship management
- Organizational effectiveness
Participated as a trainee and successfully completed the required learning modules and assessments. Applied the acquired knowledge in managing customer concerns professionally, prioritizing tasks effectively, and maintaining service quality in a fast-paced work environment.
Contributed to organizational performance by improving operational efficiency, supporting customer satisfaction, and promoting a productive workplace.
Date Covered:August 31, 2022
Title of Training/Seminar:Interacting with Customers
Location:Atos Information Technology
Sponsor/Organizer:Atos Corporate University
Brief Description of Training and Skills Acquired:Completed a professional training program focused on effective customer interaction, communication strategies, and relationship management. The training enhanced the ability to build positive customer relationships and support business objectives through quality service.
The training enhanced competencies in:
- Customer relationship management
- Business communication
- Customer engagement
- Service excellence
- Interpersonal skills
- Problem-solving
Participated as a trainee and successfully completed the required learning modules and assessments. Applied the acquired knowledge in communicating effectively with customers, addressing inquiries professionally, and supporting positive customer experiences.
Contributed to organizational success by strengthening customer relationships, improving service quality, and promoting customer satisfaction.
Date Covered:August 31, 2022
Title of Training/Seminar:Environmental Programs & Environmental Management System (EMS)
Location:Atos Information Technology
Sponsor/Organizer:Atos Corporate University
Brief Description of Training and Skills Acquired:Completed a professional training program focused on environmental management practices and corporate environmental responsibility. The training enhanced awareness of sustainable business practices, regulatory compliance, and responsible resource management in support of organizational objectives.
The training enhanced competencies in:
- Environmental compliance
- Corporate social responsibility
- Sustainable business practices
- Resource management
- Organizational responsibility
- Business ethics
Participated as a trainee and successfully completed the required learning modules and assessments. Applied the acquired knowledge by supporting workplace environmental initiatives and complying with organizational environmental policies and standards.
Contributed to organizational sustainability by promoting responsible business practices and supporting environmental compliance initiatives.
Date Covered:August 31, 2022
Title of Training/Seminar:New Data Protection Training
Location:Atos Information Technology
Sponsor/Organizer:Atos Corporate University
Brief Description of Training and Skills Acquired:Completed a professional training program focused on data protection, information security, and privacy compliance. The training enhanced knowledge and skills in safeguarding business information, managing confidential data, and supporting organizational governance through secure information management practices.
The training enhanced competencies in:
- Information management
- Risk management
- Business compliance
- Data privacy
- Organizational governance
- Ethical business practices
Participated as a trainee and successfully completed the required learning modules and assessments. Applied the acquired knowledge by ensuring proper handling of confidential information, complying with organizational policies, and supporting secure business operations.
Contributed to organizational effectiveness by protecting business information, maintaining compliance with company standards, and promoting responsible information management practices.
Date Covered:August 31, 2022
Title of Training/Seminar:Code of Ethics
Location:Atos Information Technology
Sponsor/Organizer:Atos Corporate University
Brief Description of Training and Skills Acquired:Completed a professional training program focused on the principles of business ethics, integrity, and professional conduct in the workplace. The training enhanced knowledge and skills in ethical decision-making, accountability, compliance with organizational policies, and maintaining professionalism while supporting business operations.
The training enhanced competencies in:
- Business ethics and professional conduct
- Ethical decision-making
- Organizational accountability
- Compliance with company policies
- Workplace professionalism
- Corporate responsibility
Participated as a trainee and successfully completed the required learning modules and assessments. Applied the knowledge gained by demonstrating integrity, professionalism, and ethical behavior while performing daily responsibilities and interacting with customers, colleagues, and stakeholders.
Contributed to organizational effectiveness by promoting ethical business practices, maintaining compliance with company policies, and fostering a culture of trust, accountability, and professionalism.
Date Covered:August 31, 2022
Title of Training/Seminar:Managing Modern Desktop: Co-Management
Location:Atos Information Technology
Sponsor/Organizer:Atos Corporate University
Brief Description of Training and Skills Acquired:Completed a professional training program focused on modern desktop management and co-management solutions in an enterprise environment. The training enhanced knowledge and skills in supporting business operations through efficient device management, workplace productivity, cloud-based technology integration, and operational support.
The training enhanced competencies in:
- Business operations support
- Technology utilization in business operations
- Process improvement
- Workplace productivity
- Resource management
- Operational efficiency
Participated as a trainee and successfully completed the required learning modules and assessments. Applied the knowledge gained in supporting modern workplace technologies, assisting with device management, and ensuring employees had reliable access to business resources and applications.
Contributed to organizational effectiveness by improving operational efficiency, supporting business continuity, enhancing employee productivity, and maintaining quality service through effective technology management.
Date Covered:September 1, 2022
Title of Training/Seminar:Microsoft 365 Fundamentals: Microsoft 365, Exchange & SharePoint
Location:Atos Information Technology
Sponsor/Organizer:Atos Corporate University
Brief Description of Training and Skills Acquired:Completed a professional training program focused on Microsoft 365 business productivity solutions, including Microsoft 365 services, Exchange, and SharePoint. The training enhanced knowledge and skills in utilizing cloud-based business applications, digital collaboration tools, business communication platforms, and information management systems that support efficient workplace operations and organizational productivity.
The training enhanced competencies in:
- Business communication and collaboration using digital platforms
- Document and information management
- Process efficiency and productivity improvement
- Technology utilization in business operations
- Business continuity through cloud-based solutions
- Supporting organizational workflows using business applications
Participated as a trainee and successfully completed the required learning modules and assessments. Applied the knowledge gained in supporting daily business operations as a Service Desk Analyst Engineer by assisting users with Microsoft 365-related concerns, managing business productivity tools, and ensuring continuity of organizational workflows.
Contributed to organizational effectiveness by providing technical and operational support, maintaining service quality, resolving user concerns efficiently, and helping employees maximize the use of Microsoft 365 applications to improve collaboration, communication, and overall business productivity.
Timeline
Customer Service Representative - Social Media
Concentrix
07.2026 - Current
BUSINESS EXPERIENCE - OWNER
Cafe Kalye By Loleng
10.2025 - Current
Service Desk Analyst
Atos Information Technology
08.2022 - 03.2024
Technical Support Representative - LG Electronics
Sitel Philippines
05.2022 - 08.2022
Telesales /Sales Representative - Sprint/T-Mobile
Concentrix
10.2021 - 05.2022
Customer Service Representative -DoorDash
Alorica Philippines Inc.
01.2021 - 06.2021
BUSINESS EXPERIENCE - OWNER
Amarings Thrift Shop (Online Retail)
06.2020 - 08.2023
BUSINESS EXPERIENCE - OWNER
Amarings Dining
07.2019 - 05.2020
College Undergrad - Bachelor of Science In Pharmacy
Arellano University
HighSchool -
Maria Asuncion Rodriguez Tinga HighSchool
Elementary -
Maharlika Elementary School