Joiezl Pagaduan
Sales Expert/ Customer Care Specialist
VALENZUELA CITY
Summary
Customer support professional delivering inbound chat and email support with a service style shaped by sales, office, and healthcare admin work. Answers technical questions, organizes follow-up details, and keeps communication clear across fast-moving customer requests. Ready to contribute as a Customer Support Specialist through accurate documentation, calm issue handling, and consistent response times.
Overview
4
4
years of professional experience
Work History
HEALTH CARE BACK OFFICE ASSISTANT/ADMIN
Continuum Global Solutions
09.2025 - 02.2026
- Handled 20-50 patient follow-up calls per day to support medical supply coordination and timely communication.
- Managed email inquiries, organized documents, and maintained accurate records for daily back office operations.
- Prepared routine reports to track follow-ups, document status, and outstanding patient supply needs.
- Supported outbound follow-up calls for medical supplies while keeping patient details current in the workflow.
APPOINTMENT SETTER
ANOVA SOLAR
10.2024 - 12.2025
- Converted 90% of outbound call attempts weekly into qualified appointment bookings.
- Scheduled 2-4 customer appointments per shift for solar consultations and follow-up calls.
- Contacted prospective customers to confirm interest and set appointments based on availability.
- Qualified leads before scheduling consultations to align appointments with sales team expectations.
- Logged customer information and appointment details accurately in the company record system.
- Maintained consistent follow-up with prospects to reduce missed opportunities and keep schedules current.
- Reviewed call outcomes and adjusted outreach priorities to focus on ready-to-book prospects.
- Updated lead records after each call to support accurate handoffs and organized scheduling.
EMAIL AND CHAT SUPPORT
AFNI
06.2023 - 06.2025
- Managed inbound chat and email queues, translating technical difficulties into clear next steps for customers.
- Escalated unresolved issues with complete case notes and context to support faster back office coordination.
- Documented customer interactions in Salesforce CRM and maintained organized records for follow-up and reporting.
- Supported quality assurance reviews by applying feedback, updating knowledge base content, and reinforcing consistent service.
INBOUND AND OUTBOUND SALES REPRESENTATIVE
ALORICA
12.2021 - 05.2023
- Converted inbound leads into sales opportunities by identifying customer needs and recommending relevant solutions.
- Used Salesforce CRM to track customer details, update records, and support accurate follow-up across the sales process.
- Supported customer retention by resolving concerns professionally and reinforcing trust during outbound and inbound conversations.
Education
Humanities and Social Sciences - undefined
Metro Manila College
U-Site Barangay Kaligayahan Novaliches QC 111708-2021
Skills
- Effective communication
- Critical thinking
- Customer issue resolution
- Escalation handling
- Call handling
- Call center metrics
- Knowledge base management
- Leadership
- Record-keeping and following protocols
- Quality assurance
- Back office coordination
- Performance reporting
- Salesforce CRM
- Coaching and feedback
- Customer satisfaction tracking
- Customer retention
Timeline
HEALTH CARE BACK OFFICE ASSISTANT/ADMIN
Continuum Global Solutions
09.2025 - 02.2026
APPOINTMENT SETTER
ANOVA SOLAR
10.2024 - 12.2025
EMAIL AND CHAT SUPPORT
AFNI
06.2023 - 06.2025
INBOUND AND OUTBOUND SALES REPRESENTATIVE
ALORICA
12.2021 - 05.2023
Humanities and Social Sciences - undefined
Metro Manila College