Justine Gernale
Pasig, Metro Manila,00
Summary
Knowledgeable and dedicated customer care professional with extensive experience in BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
Work History
Journey Support Agent
ProbeCX
Quezon City, Metro Manila
11.2021 - Current
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Escalated critical issues promptly to ensure rapid resolution for customers experiencing significant difficulties or potential business impact.
- Participated in regular training sessions to stay updated on the latest product developments and industry trends.
- Worked closely with account managers in handling unique or sensitive customer situations requiring personalized attention and care during problem-solving activities.
- Enhanced customer satisfaction by effectively addressing and resolving support issues.
- Maintained detailed records of customer interactions, ensuring accurate tracking and followup.
Education
Bachelor of Science - Information Technology
Dr. Filemon C. Aguilar Memorial College
Las Pinas, Metro ManilaSkills
- Complaint Handling
- Live chat support
- Teamwork and Collaboration
- Customer Service
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Problem Resolution
- Product and service knowledge
- De-Escalation Techniques
- Inbound Call Management
Additional Information
I was a Construction Worker, Painter (house painter, finisher). Studied Food and Beverage Services, Studied Massage Therapy.
Timeline
Journey Support Agent
ProbeCX
11.2021 - Current
Bachelor of Science - Information Technology
Dr. Filemon C. Aguilar Memorial College