Joye Macon
Xevera Subd. Alvin St. Block 23 Lot 86 Brgy. Tabun, Mabalacat City, Pampanga
Summary
I am passionate and hardworking person. I am a good listener and learner, able to communicate well with a group and on an individual level. I am able to motivate and direct my talents and skills to meet objectives. And to summarize my experience, I spent 13 years of my life in a customer service industry. A year of doing admin tasks as an Executive Assistant, I also have a background in food and beverage industry for a year working as a bartender / operations manager in China. I always seek to achieve a high standard in whatever work I undertake. I am well organised with a clear and positive approach to problem solving. I want to secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
iQor SM City
Pampanga
10.2022 - 12.2023
- Maintaining a positive, empathetic, and professional attitude toward customers at all
times. - Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out so that you can answer questions.
- Processing orders, forms, applications, and requests.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Ensure customer satisfaction and provide professional customer support.
Customer Service Representative
Tata Consultancy Services
Pampanga
11.2020 - 12.2021
- Manage large amounts of incoming phone calls
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
Customer Service Representative
iQor SM City
Angeles City
04.2019 - 10.2020
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Knowing our products inside and out so that you can answer questions
- Processing orders, forms, applications, and requests
- Keeping records of customer interactions, transactions, comments, and complaints
- Communicating and coordinating with colleagues as necessary
- Providing feedback on the efficiency of the customer service process
- Managing a team of junior customer service representatives
- Ensure customer satisfaction and provide professional customer support.
Customer Service Representative
Alorica Clark
Freeport
12.2016 - 04.2019
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Knowing our products inside and out so that you can answer questions
- Processing orders, forms, applications, and requests
- Keeping records of customer interactions, transactions, comments, and complaints
- Communicating and coordinating with colleagues as necessary
- Providing feedback on the efficiency of the customer service process
- Managing a team of junior customer service representatives
- Ensure customer satisfaction and provide professional customer support.
Technical Support
Sutherland Global Services Corporation
Pampanga
11.2013 - 07.2016
- Remote access customer's computer / laptop
- Identifies, investigates, and resolves users problems with computer software and hardware
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns
- Consults with users to determine steps and procedures taken to identify and resolve the problem
- Applies knowledge of computer software, hardware, and procedures to solve problems
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
- Collaborates with other staff to research and resolve problems
- Collaborates with programmers to explain errors and/or recommend modifications in programs
- Arranges service by software or hardware vendors to repair or replace defective products
- Maintains knowledge of technology innovations and trends
- Performs other related duties as assigned.
Lead Qualifier
LynkAsia Corporation
Olongapo
09.2010 - 09.2012
- Unit C-H Bldg, Generate referrals from current clients and other sources such as web and generated lists
- Outbound calling to follow up on older leads informing them of new products and gather contact information, market data, qualifiers and other information from prospects; enter and maintain accurate data in the system
- Nurturing unqualified leads to keep them in the sales cycle
- Provide sufficient follow-up via phone and email
- Guide lead through application process from start to finish
- Data entry of new leads
- Submit Daily and weekly productivity reports
Executive Assistant, Executive Vice-President
Vulcan Industrial and Mining Corporation
Manila
03.2008 - 03.2009
- Act as the point of contact among executives, employees, clients and other external partners
- Manage information flow in a timely and accurate manner
- Manage executives' calendars and set up meetings
- Make travel and accommodation arrangements
- Rack daily expenses and prepare weekly, monthly or quarterly reports
- Oversee the performance of other clerical staff
- Act as an office manager by keeping up with office supply inventory
- Format information for internal and external communication - memos, emails, presentations, reports
- Take minutes during meetings
- Screen and direct phone calls and distribute correspondence
- Organize and maintain the office filing system
Operations Manager / Bartender
China Groove Bar and Restaurant
Dongguan
02.2006 - 02.2007
- Coordinating and optimizing front- and back-of-house restaurant operations controlling operational costs and promoting efficiency weekly, monthly and annual financial reporting general administration taking reservations troubleshooting greeting and advising customers delivering F&B service to satisfy customer expectations fostering positive customer relations dealing with customer inquiries and complaints ensuring compliance with licensing, health and safety regulations establishing and maintaining policies and protocols proactively fostering the restaurant's image endeavoring to expand the restaurant's reach through targeted promotions
Education
Bachelor of Science - Information Technology
AMA Computer College
Olongapo City, ZMBSecondary High School -
Olongapo Wesley School
Olongapo City, ZMBElementary -
Tabacuhan Elementary School
Olongapo City, ZMBSkills
Sales expertise
Complaint resolution
Service standard compliance
Professional telephone demeanor
Administrative support
Technical Support
Report preparation
Clerical Support
Good Telephone Etiquette
Organization and Time Management
Self-Motivated
Critical Thinking
Dependable and Responsible
Computer knowledge
Business Management
Welcoming guests
Excellent Communication
Cultural Awareness
Timeline
Customer Service Representative
iQor SM City
10.2022 - 12.2023
Customer Service Representative
Tata Consultancy Services
11.2020 - 12.2021
Customer Service Representative
iQor SM City
04.2019 - 10.2020
Customer Service Representative
Alorica Clark
12.2016 - 04.2019
Technical Support
Sutherland Global Services Corporation
11.2013 - 07.2016
Lead Qualifier
LynkAsia Corporation
09.2010 - 09.2012
Executive Assistant, Executive Vice-President
Vulcan Industrial and Mining Corporation
03.2008 - 03.2009
Operations Manager / Bartender
China Groove Bar and Restaurant
02.2006 - 02.2007
Bachelor of Science - Information Technology
AMA Computer College
Secondary High School -
Olongapo Wesley School
Elementary -
Tabacuhan Elementary School