Ma Joymaeh Bagcat
Ormoc City,Leyte
Summary
Results-driven Customer Service professional with a solid foundation in operational support and client relations. Implements effective solutions for customer inquiries and administrative tasks, ensuring accuracy and efficiency. Committed to enhancing customer experiences and driving team success through collaboration and leadership.
Overview
10
10
years of professional experience
Work History
e-Commerce Customer Support Assistant
Loftie
01.2025 - Current
- Provided customer support via email using Gorgias and Shopify, addressing customer inquiries effectively
- Provided professional and timely support to customers through various channels.
- Assisted customers with order and shipment status inquiries, ensuring timely and accurate information
- Handled cancellations, refunds, returns, exchanges, and subscription concerns, facilitating smooth resolution of customer issues
- Ensure accurate processing of amendments and customer requests
Bookings Agent
Global Experiences SLR
04.2023 - 01.2025
- Coordinated booking requests and reservations for UK clients, ensuring seamless experiences
- Updated booking systems and ensured accurate records (OTA’s & AirBnb)
- Facilitated schedule changes, cancellations, and confirmations to maintain client engagement
- Addressed inquiries via email, chat, and phone (Monday.com & Ventrata) to enhance customer satisfaction
- Delivered high-quality customer support and issue resolution
Executive Assistant | Bookkeeper | Client Service
Quantum Advisory
05.2022 - 03.2023
- Delivered administrative and operational support to enhance client satisfaction for Australian clients
- Coordinated communication between clients and internal teams, promoting project clarity and alignment. between clients and internal teams
- Managed email inbox, calendar scheduling, and bookings
- Executed bookkeeping tasks, ensuring accuracy in invoicing and financial records
- Maintained spreadsheets and organized business documentation
Virtual Assistant | Sales Agent
KimJay Inc
01.2021 - 03.2022
- Managed inbound/outbound calls, emails, and chats to ensure timely communication with clients and colleagues.
- Curated engaging social media posts and scheduled them for optimal audience reach.
- Curated engaging social media posts and scheduled them to maximise audience engagement and visibility.
- Assisted with travel and accommodation bookings to facilitate seamless travel arrangements for team members.
- Maintained spreadsheets and company records
Customer Service Representative | Team Leader
Sykes Asia Inc / Foundever
07.2017 - 05.2026
- Led team of 10–15 customer service agents to improve service quality and customer satisfaction
- Coached and supported team members to enhance performance and resolve issues effectively
- Resolved customer escalations by addressing their concerns directly and complex customer concerns
Customer Support
Sykes Asia Inc / Foundever
07.2017 - 05.2019
- Delivered customer support via calls, chat, and email, enhancing customer experience
- Resolved customer issues promptly, contributing to overall satisfaction
- Managed food delivery accounts for Australia and New Zealand, ensuring smooth operations
Customer Service Representative
Tech Mahindra
05.2016 - 06.2017
- Assisted customers with orders, tracking, replacements, and refunds, ensuring a seamless experience
- Responded to customer inquiries with professionalism and efficiency, contributing to positive customer relations
- Managed retail account for Target, facilitating communication and resolving customer issues to enhance satisfaction
Education
BS Pharmacy -
San Lorenzo Ruiz College
Ormoc City01-2015
BS Hotel and Restaurant Management -
Visayas State University
Baybay, Leyte01-2014
Skills
- Customer Service
- Client Support
- Issue resolution
- Troubleshooting
- Email correspondence
- Schedule coordination
- Reservation coordination
- Reservation Management
- Data Entry
- Spreadsheet Management
- Task prioritisation
- Organization
- Multitasking
- Communication
- Customer relationship management
- Administrative Support
Timeline
e-Commerce Customer Support Assistant
Loftie
01.2025 - Current
Bookings Agent
Global Experiences SLR
04.2023 - 01.2025
Executive Assistant | Bookkeeper | Client Service
Quantum Advisory
05.2022 - 03.2023
Virtual Assistant | Sales Agent
KimJay Inc
01.2021 - 03.2022
Customer Service Representative | Team Leader
Sykes Asia Inc / Foundever
07.2017 - 05.2026
Customer Support
Sykes Asia Inc / Foundever
07.2017 - 05.2019
Customer Service Representative
Tech Mahindra
05.2016 - 06.2017
BS Pharmacy -
San Lorenzo Ruiz College
BS Hotel and Restaurant Management -
Visayas State University