Shienna Marie Javier
Customer Service Representative
Lipa
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Lead Generator
Digital Print And Solutions LLC
03.2024 - 05.2024
- Generated high-quality leads by researching and identifying potential clients through various online platforms.
- Delivered consistent results by setting achievable goals and working diligently towards achieving them each month.
- Implemented data-driven approaches to identify trends in lead generation efforts, optimizing tactics for better results over time.
- Developed and maintained lasting customer relationships through quick turnaround and strong communication skills.
- Made average of 200 outbound and inbound calls per day
Customer Service Representative
TaskUs
Batangas City
10.2021 - 05.2024
- Chat Support (Blended Account)
- Payment Pod Chat Support
- Phone Support (Mainline)
- Web Support (Identity Verification)
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Virtual Assistant
Online Helpers
05.2023 - 12.2023
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Conferred with customers by telephone, chat or email to provide information.
Inbound Customer Service Representative
Results Companies
10.2020 - 10.2021
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Collaborated with team members to share knowledge and best practices, improving overall team performance in customer service metrics.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
Quality Control Inspector
Kinpo Electronics
06.2020 - 09.2020
- Inspected incoming and outgoing materials for accuracy and quality.
- Communicated with production team members about quality issues.
- Inspected quality of products, taking note of functionality, appearance and other specifications.
- Improved product quality by conducting thorough inspections and identifying defects in a timely manner.
Human Resources Assistant
Summit Point Golf And Country Club
01.2016 - 03.2017
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered and redirected incoming phone calls for office.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
Human Resources Staffing Coordinator
Divine Love General Hospital
06.2015 - 01.2016
- Implemented new HR software systems to optimize data management and employee tracking capabilities.
- Assisted in the development of company policies and procedures, promoting a positive work environment for employees.
- Organized company-wide events to boost morale, promote team-building, and strengthen corporate culture.
- Streamlined recruiting efforts for increased efficiency, resulting in more qualified candidates being interviewed.
Census Enumerator
Department Of Social Welfare And Development
05.2015 - 06.2015
- Attended team meetings to develop job knowledge.
- Ensured accurate geographic coverage by thoroughly reviewing maps and address listings before beginning enumeration activities.
- Participated in ongoing training sessions, continuously updating knowledge on census policies and procedures to maintain optimal job performance.
- Improved data accuracy by diligently collecting and recording census information from households.
Human Resources Intern
Yazaki-Torres Manufacturing
02.2015 - 04.2015
- Worked with HR team to coordinate company events.
- Posted job openings, screened resumes and scheduled interviews to fill positions with qualified candidates.
- Updated and maintained employee records to respond quickly to requests for information.
- Developed strong written and verbal communication skills.
Psychology Intern
Sunrise Hill Therapeutic Community
11.2014 - 01.2015
- Conducted intake interviews with new patients, gathering essential background information to inform subsequent treatment planning efforts.
- Remained energetic and demonstrated passion for helping clients by applying active listening.
- Developed and maintained professional rapport with clients, establishing a trusting therapeutic relationship conducive to progress.
- Assisted in the development of psychoeducational materials, enhancing client knowledge and self-awareness around mental health issues.
Office Support Staff Member
Public Employment Service Office
04.2014 - 05.2014
- Reduced workload for management staff by taking on additional responsibilities, such as scheduling meetings and organizing events.
- Maintained strict confidentiality of sensitive information by adhering to company policies regarding document handling and data protection measures.
- Organized regular team-building events aimed at boosting morale among staff members leading an increase in overall job satisfaction levels.
- Assisted in creating an office-wide recycling program, promoting environmental responsibility among staff members and reducing company waste output.
Office Staff Assistant
General Services Administration
04.2013 - 05.2013
- Contributed to a positive work environment through effective communication skills and proactive problem-solving abilities.
- Conducted regular inventory checks of office supplies, anticipating and ordering necessary items before depletion to avoid work disruptions.
- Streamlined invoice processing workflows, reducing processing time and increasing overall accounts payable efficiency within the department.
- Provided administrative support to multiple departments as needed, demonstrating flexibility and adaptability within a dynamic office environment.
Education
Bachelor of Science - Psychology
Batangas State University
Malvar, Province Of Batangas, Philippines 05.2001 -
High School Diploma -
The Mabini Academy
Lipa City, Province Of Batangas, Philippines 05.2001 -
Skills
Interpersonal and written communication
Calendar Management
File Organization
CRM Management
Microsoft Office
Fast Learner
Multitasking
Data Entry
Attention to Detail
Adaptability and Flexibility
Teamwork and Collaboration
Organizational Skills
Administrative Support
Customer and client relations
Certification
Virtual Assistant Training - February 7-26, 2024
Timeline
Lead Generator
Digital Print And Solutions LLC
03.2024 - 05.2024
Virtual Assistant Training - February 7-26, 2024
02-2024
Virtual Assistant
Online Helpers
05.2023 - 12.2023
Customer Service Representative
TaskUs
10.2021 - 05.2024
Inbound Customer Service Representative
Results Companies
10.2020 - 10.2021
Quality Control Inspector
Kinpo Electronics
06.2020 - 09.2020
Human Resources Assistant
Summit Point Golf And Country Club
01.2016 - 03.2017
Human Resources Staffing Coordinator
Divine Love General Hospital
06.2015 - 01.2016
Census Enumerator
Department Of Social Welfare And Development
05.2015 - 06.2015
Human Resources Intern
Yazaki-Torres Manufacturing
02.2015 - 04.2015
Psychology Intern
Sunrise Hill Therapeutic Community
11.2014 - 01.2015
Office Support Staff Member
Public Employment Service Office
04.2014 - 05.2014
Office Staff Assistant
General Services Administration
04.2013 - 05.2013
Bachelor of Science - Psychology
Batangas State University
05.2001 -
High School Diploma -
The Mabini Academy
05.2001 -
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