JOYCE PAMELA BAGUINON

• Served as an Airbnb Support Ambassador, handling reservations, cancellations, refunds, and dispute mediation between hosts and guests.. Provided troubleshooting for booking and account issues, ensuring smooth platform use. Delivered empathetic customer service and resolved problems quickly while following company policies.

• Provided front-line administrative support in a fast-paced healthcare environment, managing emails, live chat, and patient inquiries related to services, billing, and account management. Resolved payment issues, supported sales and insurance verification, and guided patients through enrollment. Handled supervisor-level escalations with professionalism, and trained new hires to ensure smooth onboarding and operational excellence.

• Delivered expert technical support for GoDaddy websites, assisting clients with end-to-end website setup, WordPress hosting, domain and DNS management, cPanel configurations, SSL certificate installation, email setup, and troubleshooting a wide range of technical issues. Ensured a seamless user experience by providing clear, solution-focused communication, resolving issues efficiently, and educating customers on best practices for website performance, security, and maintenance.

•Delivered top-tier customer support for AT&T by resolving billing inquiries, managing accounts, and handling service questions via inbound calls. Proactively upsold plans and device protection to boost revenue, while ensuring quick resolution of billing issues, and maintaining high customer satisfaction and retention.

•Served as a frontline customer service and technical support representative at T-Mobile, handling high-volume inbound calls. Resolved issues related to devices, network, billing, and accounts, while upselling services such as rate plans, and protection plans. Improved customer satisfaction by de-escalating concerns, delivering personalized solutions, and ensuring first-call resolution through strong product knowledge.

• Served as a Customer Service Representative at Virgin Mobile, handling inbound and outbound calls to provide technical support, billing assistance, and service activation. Specialized in hard-selling mobile plans, devices, and add-ons, while troubleshooting issues related to the network, SIM, and device setup. Resolved customer concerns through solution-focused communication, turning inquiries into sales, and ensuring a seamless customer experience.