Joyce Sison
Baguio City
Summary
I am looking to secure a position in a dynamic and fast-paced organization that utilizes my experiences and skills in critical thinking and decision-making, and provides opportunities for growth and development. 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
5
5
years of professional experience
Work History
CSR W/ Ticketing,chat,emails & Tech Support Exp
EMAPTA
9 2023 - 8 2024
- As a Customer Service and Insurance Representative, we assist customers with product inquiries, troubleshooting, and complaints via phone, email, and chat
- Create and update customer profiles and service records
- We also escalate complex issues to higher-level support or management as needed and adhere to company policies and procedures for customer interaction and data confidentiality
- We also evaluated and processed mortgage loan applications, assisted borrowers with mortgage loan inquiries, and provided recommendations.
- Document loan history, respond to international customers, investors, vendors, and authorized 3rd parties inquiries, research and ensure proper action and maintain routine transaction per customer.
- Researched sales leads and developed personalised outreach content.
- Highlighted financial discrepancies and interfaced with customers to resolve problems and meet diverse needs.
- Boosted client retention, establishing sales goals and securing targeted rates.
- Grew customer base by acquiring new customers and identifying needs to deliver relevant products.
- Addressed customer questions, problems and complaints via phone to maintain positive relationships and support smooth communications.
- Dealt with client queries on Sales ledger items in a prompt and efficient manner.
- Created and maintained client and supplier files and records on bespoke CRM and finance packages.
Customer Service & Technical Support Exp
Hexaware Technologies BPS
10.2021 - 07.2023
- As a Customer Service Representative, I worked for a sales, financial account through direct clients and dealing with stakeholders internationally.
- We needed to provide all the information about the status of their magazine account, including their bills and remaining copies. Additionally, we sold new orders and processed renewal contracts once they decided. We also provided product/service information, answered other queries about our products, and resolved any emerging problems that our customer accounts might face.
- Used support tickets to track and speed up incidents.
- Helped customers set up new systems, applications, and software.
- Chased missing transactions to help facilitate timely payments.
- Maintained accuracy when reviewing and reconciling the general ledger.
- Proactively identified potential areas of concern within the organization''s technology infrastructure that could impact user experiences negatively.
Sales Associate
Giordano Philippines
07.2019 - 03.2020
- As a Sales Associate, it is my duty to greet customers, manage transactions, receive order shipments, and check in-store stocks.
- Created attractive displays for merchandise to enhance sales.
- Assisted customers with a wide selection of products and services.
- Trained new hires to uphold high standards and deliver quality customer service.
- Established and nurtured effective relationships with customers, colleagues, and store management.
- Organized and displayed items in a visually appealing manner.
- Maximized sales by quickly locating correct items, colors, and sizes.
- Handled special customer requests to locate out-of-stock items.
- Assisted customers with testing and selecting products suited to individual tastes, styles, or needs.
- Handled incoming calls with a professional and knowledgeable telephone manner.
- Opened and closed store by completing security, cleaning, and financial checklists.
- Calculated product prices and processed payments accurately, returning change for cash remittances, and issuing receipts for audit purposes.
Cashier (w/ Technical Support Exp)
Recess Resto/Café
03.2018 - 08.2018
- As a cashier, it is my responsibility to process and receive payments, issue receipts to customers as they leave with a purchase.
- Handled high-volume credit and cash transactions using Point Of Sale (POS) systems efficiently.
- Worked overtime shifts to maintain optimal workflow during busy periods or times of unexpected high volume.
- Trained new team members in cash register operation, stock procedures, and customer service.
- Maintained high productivity by efficiently processing cash, credit, and debit payments.
- Supported salesfloor and stockroom staff during busy periods, contributing to stock replenishment and store zoning.
- Reconciled POS system reports to identify and correct cash-handling errors, and reduce discrepancies.
- Addressed and resolved SLA issues promptly using an OTRS system.
- Maintained compliance with service-level agreements, with fast, knowledgeable resolution for diverse issues.
Education
BS BIOLOGY -
Saint Louis University
SENIOR HIGH SCHOOL -
PHINMA – UNIVERSITY OF PANGASINAN
Skills
Critical thinking and Problem solving
Proficiency in CRM systems
Good Communication Skills (Written & Verbal)
Proficiency in English Language
Proficiency in Microsoft Office Suite (Excel,PowerPoint,MSWord)
Quantitative and Qualitative research
Analytical Skills
Leadership and Guidance Skills
Marketing Skills
Customer Service Skills
Flexibility
Time Management
Customer needs analysis
Telesales techniques
Process optimizations
Logistical planning
Zendesk and Twilio
Demonstrate excellent knowledge in terms of mortgage industry
Property and Home insurance
Policy renewal processing
Insurance quote-generating
Collect,organize and store data
Data Visualizations
Data Modelling
Reporting and presentations
Business analysis
Salesforce
Financial reporting
Payment Processing
Detail Orientated
Customer complaint handling
Troubleshooting
Accomplishments
- Exceeded excellent customer service
- Achieved a 98% customer satisfaction score consistently over a year.
- Reduce average of emails and calls handling time without compromising on service quality.
- Been complimented by my international customers and managers.
- Received commendations and awards over the year.
- Built and nurtured key client relationships to grow profit
Languages
English
Timeline
Customer Service & Technical Support Exp
Hexaware Technologies BPS
10.2021 - 07.2023
Sales Associate
Giordano Philippines
07.2019 - 03.2020
Cashier (w/ Technical Support Exp)
Recess Resto/Café
03.2018 - 08.2018
CSR W/ Ticketing,chat,emails & Tech Support Exp
EMAPTA
9 2023 - 8 2024
BS BIOLOGY -
Saint Louis University
SENIOR HIGH SCHOOL -
PHINMA – UNIVERSITY OF PANGASINAN