Judith Alfaro
Customer Support Specialist
Punta I Tanza
Summary
Thorough Customer Retention Specialist committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Retention Specialist
Homeaglow
01.2024 - 01.2025
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Built constructive customer relationships to improve loyalty and recommendations.
HR Consultant
Telstra International Philippines Inc.
03.2022 - 01.2024
- Deliver an enterprise wide HR service across HR policy, process and system enquires
- Provide sound advice on policy and processes, including policy interpretation where required
- Provide advice on initial stages of case management and investigations and assess whether the matter needs to be managed formally and requires escalation to the case management team
- Take ownership of every interaction and ensure that there is a consistent application of HR Direct protocols, Telstra operating systems, policies and procedures
- Support employees to quickly and accurately complete their Payroll, People Express or My Activity transactions
- Provide technical (system), and Payroll support and analysis to solve problems and identify solutions for managers and employees as required
Customer Service Representative (Chat and Email Support)
Telstra International Philippines Inc.
04.2019 - 03.2022
- Assist customer via chat and email for all queries associated to the account (Billing, sales and technical support)
- Providing best practices for chats and work ethics
- Provided Monthly Initiative to improve overall processes in Telstra Contact Centre
- Been part of 'Enhance Care Team' where vulnerable customer was routed over to us to have an extra care and assistance
- Case managing all the chats until resolution was provided and confirmed
- Assisting TCC member for any product and process needs
Platinum Support
VXI Inc.
05.2018 - 04.2019
- Company Overview: (AT&T)
- Handled all enquiries for platinum customer (Bill, Sales tech
- Outbound calls
- (AT&T)
Sales Representative
Convergys Inc.
03.2016 - 05.2018
- Company Overview: (Sprint Account)
- Process sales and related inquiries for billing in customers mobile services
- Upsell plans and devices
- (Sprint Account)
Education
Bachelor Of Science - Business Administration Major in Human Resource Development Management
Central Luzon State University
Science City Of Muñoz, Nueva Ecija 06.2011 - 04.2015
Skills
- Excellent work ethic
- Customer Service
- Work Compliance
- Multitasking abilities
- Processoriented
- Microsoft Word
- Microsoft Excel
- Microsoft Powerpoint
Accomplishmentsandawards
- Pioneered One Tool. Where new Console processes are put into one excel sheets. It was used by the new hires last 2021.
- Contribute with the Spiels and Templates we use for Live Chat that we email to Customers like Credit Notifications and Order Confirmation
- Provided work instruction and created format for Invoice Profile that Live Chat and Messaging use for Samsung Buds Redemption
- Part of Awareness Campaign/R&R Champs
- Provided Strong insights for Web Messaging by real-time observations from the leads in Philippines and Onshore
- Interim SME During Live Chat and part if Pilot team for 3 Concurrencies in Live Chat
- Consistent Top Agent (Live Chat)
- Quarter 1 Top Performer Awardee FY 21
- Breakthrough Awardee FY20
- Quarter 3 Top Performer Awardee FY 20
- Top Performer H1 FY 21
Personal Information
- Age: 29
- Height: 5'3"
- Weight: 76
- Date of Birth: 07/30/95
- Nationality: Filipino
Timeline
Retention Specialist
Homeaglow
01.2024 - 01.2025
HR Consultant
Telstra International Philippines Inc.
03.2022 - 01.2024
Customer Service Representative (Chat and Email Support)
Telstra International Philippines Inc.
04.2019 - 03.2022
Platinum Support
VXI Inc.
05.2018 - 04.2019
Sales Representative
Convergys Inc.
03.2016 - 05.2018
Bachelor Of Science - Business Administration Major in Human Resource Development Management
Central Luzon State University
06.2011 - 04.2015
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