Princess Joy Ojo
Daet, Province of Camarines Norte,CAN
Summary
Dynamic and dedicated Customer Service Representative with proven experience in the call center and hospitality industries and a background in operations and logistics. A solid team player with a positive attitude and a proven ability to establish client rapport. I am motivated to maintain high levels of customer satisfaction while contributing to overall company success. Specializing in quality, efficiency, and process optimization, I am articulate, enthusiastic, and results-oriented, passionate about building relationships, cultivating partnerships, and driving business growth.
Overview
2
2
years of professional experience
Work History
Operations & Logistics Agent
CreaThink Solutions
06.2024 - Current
- Managing Reservations: Add or amend distributor reservations in the booking system.
- On-Site Support: Provide assistance to staff in different cities.
- Venue and Service Coordination: Work with venues and service providers to book buses, headsets, and other tour-related services.
- Cross-Department Liaison: Collaborate with colleagues and other departments to ensure smooth operations and effective resource utilization.
- Problem-Solving: Address any issues that arise during the booking and operational processes.
- Communication with Distributors: Handle calls with tour distributors to resolve booking concerns.
- Administrative Tasks: Perform additional administrative duties, including data entry, as needed.
Order Entry Specialist
Iqor Philippines
11.2023 - 03.2024
- Ensured high order accuracy in the entry process, significantly improving operational efficiency and supporting profitability through reduced errors and faster order fulfillment.
- Reviewed and validated purchase orders to confirm alignment with company pricing structures, promotions, and contractual agreements, minimizing discrepancies and ensuring pricing integrity.
- Prioritized and customized order processing, coordinating with production teams to ensure timely and accurate delivery of customer orders, ultimately enhancing customer satisfaction.
- Utilized advanced data entry skills to maintain precise records, facilitate smooth order processing, and ensure seamless communication between sales, production, and shipping departments.
- Investigated and resolved pricing discrepancies, liaising with internal teams and customers to provide clarity on price adjustments and expected delivery timelines.
- Accurately completed all necessary order details, including customer information, product specifications, pricing, and shipping instructions, ensuring compliance with internal guidelines and customer expectations.
Customer Service Representative
Foundever by Sitel Group
09.2022 - 10.2023
- Enhanced customer satisfaction by diplomatically addressing escalated complaints, employing conflict resolution strategies, and active listening to not only resolve issues but also identify root causes for process improvement, thereby improving overall customer retention and loyalty.
- Built strong rapport with customers through professional communication, consistently delivering personalized service, and maintaining an empathetic approach, which led to increased customer trust and a more positive brand perception.
- Achieved high scores in quality assurance evaluations by proactively incorporating performance feedback and implementing best practices for customer interaction, resulting in measurable improvements in service delivery and customer satisfaction over time.
- Managed complex billing issues, including refunds, invoice discrepancies, re-billing, and payment disputes for both commercial and residential clients. By working closely with the finance team, I ensured timely and accurate resolutions, which improved cash flow and strengthened customer relationships.
- Assisted with a wide range of customer concerns, including scheduling delivery and service appointments, proactively coordinating with relevant departments to ensure efficient and on-time service, and minimizing customer wait times.
- Resolved customer queries by providing clear, step-by-step solutions, ensuring transparency, and empowering customers with the knowledge to avoid future issues, while maintaining a professional and courteous tone in all interactions.
Education
St. Francis Caracciolo Culinary Academy
Sto. Domingo, Vinzons Camarines Norte01-2020
Our Lady of Lourdes College Foundation
Vinzons Ave, Daet Camarines Norte01-2018
Skills
- Highly computer literate
- Microsoft Excel, Google Docs, Google Workspace, Microsoft Outlook
- Email Handling, Payment Processing
- Proficient in using Live Person, SAP CRM, Slack
- Data Entry & File Management
- Scheduling & Coordinating Bookings
- Reservation Management & Amendments
- Active Listening, Adaptability, Attention to Detail
- Critical Thinking, Solution-Minded, Time Management
- Excellent Communication, Multitasking, Patience & Empathy
- Problem-Solving, English Proficiency
- Collaboration with teams and service providers
- Coordination and Support for On-Site Operations
- Addressing and Resolving Issues Efficiently
Technical Skills
Soft Skills
Timeline
Operations & Logistics Agent
CreaThink Solutions
06.2024 - Current
Order Entry Specialist
Iqor Philippines
11.2023 - 03.2024
Customer Service Representative
Foundever by Sitel Group
09.2022 - 10.2023
St. Francis Caracciolo Culinary Academy
Our Lady of Lourdes College Foundation
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