Erika Joniega
Freelance/Customer Service Representative
Poblacion, Monkayo,Davao de Oro
"When the time is right, I, the Lord, will make it happen"
Isaiah 60:22
Timeline
Customer Service Representative - ALORICA DAVAO
08.2024 - 01.2025
Technical Service Representative - Teleperformance Davao
06.2023 - 11.2023
Graphic Design Artist - BEBON'S PRINTING SERVICES
12.2022 - 06.2023
Account Associate - VXI Global Holdings
08.2021 - 03.2022
Graphic Design Artist - SENICKAI PRINTING CORNER
12.2020 - 07.2021
Monkayo College of Arts, Science And Technology - Bachelor of Science, Marketing Management
06.2019 - 06.2023
Monkayo College of Arts, Science And Technology - SENIOR HIGH SCHOOL, Accountancy Business And Management
06.2017 - 04.2019
Work History
Customer Service Representative
ALORICA DAVAO
Davao City, Davao del Sur
08.2024 - 01.2025
- Responded to inbound calls and inquiries from Truist Bank credit card customers, addressing account-related questions such as balance inquiries, transaction history, and payment due dates.
- Assisted customers with account setup, activation, and management of their credit card services, ensuring they understood how to use their cards effectively and securely.
- Addressed a variety of customer concerns, including billing disputes, fraudulent charges, account errors, and payment processing issues.
- Worked closely with customers to investigate disputes, gather relevant information, and resolve issues in a timely manner, ensuring a seamless experience.
- Educated customers on Truist Bank’s credit card features, including rewards programs, interest rates, payment plans, and promotional offers.
- Provided detailed explanations of credit card terms and conditions, helping customers make informed decisions about their financial management.
- Assisted customers in making payments, explaining payment methods, and guiding them through online or phone payment systems.
- Processed balance transfers, cash advances, and other credit card-related transactions while ensuring compliance with Truist Bank’s policies.
Technical Service Representative
Teleperformance Davao
Davao City, Davao del Sur
06.2023 - 11.2023
- Provided expert-level support for Comcast customers experiencing issues with internet connectivity, cable TV, and set-top box malfunctions.
- Used diagnostic tools to identify technical problems, walking customers through step-by-step solutions to resolve connectivity issues, equipment problems, and service disruptions.
- Assisted customers with managing their Comcast accounts, including service upgrades, troubleshooting equipment installation, and adjusting settings or preferences.
- Educated customers on available Comcast services and products, making recommendations based on their needs and troubleshooting information.
Graphic Design Artist
BEBON'S PRINTING SERVICES
Poblacion, Monkayo, Davao de Oro
12.2022 - 06.2023
- Designed a wide range of print materials, including brochures, flyers, business cards, posters, banners, and advertisements, ensuring that each project aligned with the client’s branding and messaging.
- Developed creative layouts and concepts that communicated the desired message effectively while adhering to the client’s vision and the shop’s printing capabilities.
- Worked closely with clients to understand their design needs, providing consultations to clarify design concepts and expectations.
- Translated client ideas into professional, high-quality graphic designs, making revisions and adjustments as necessary to achieve the desired outcome.
Account Associate
VXI Global Holdings
Davao City, Davao del Sur
08.2021 - 03.2022
- Responded to a high volume of incoming calls from DIRECTV customers, addressing a wide range of inquiries related to billing, service setup, technical support, package upgrades, and account management.
- Provided clear, accurate, and friendly assistance while adhering to company policies and call handling procedures.
- Diagnosed and resolved customer issues related to satellite service, equipment, and account discrepancies.
- Used internal tools and resources to troubleshoot technical problems and offer effective solutions on the spot.
- Maintained a professional, courteous, and empathetic tone at all times to build positive rapport and increase customer loyalty.
Graphic Design Artist
SENICKAI PRINTING CORNER
Poblacion, Monkayo, Davao de Oro
12.2020 - 07.2021
- Enhanced brand recognition by designing visually appealing marketing materials and digital content.
- Delivered engaging presentations on design concepts to stakeholders, effectively communicating project goals and progress updates.
- Optimized existing print collateral layouts for faster turnaround times and reduced production costs.
- Assisted clients in refining their visual identities, leading to stronger market positioning and customer loyalty.
- Conceptualized unique logo designs that effectively represented client brands and values.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
Education
SENIOR HIGH SCHOOL - Accountancy Business And Management
06.2017 - 04.2019
- Awarded [With Honors]
- Awarded [Intramurals 2017 Spoken Poetry CHAMPION]
- Awarded [Buwan ng Wika 2018 Spoken Poetry 2nd Place]
- Awarded [Buwan ng Wika 2018 Poster Making & Interpretation 4th Placer]
- Awarded [MonCAST Chorale]
Bachelor of Science - Marketing Management
06.2019 - 06.2023
- Awarded [Leadership Award]
- Awarded [Loyalty Award]
- Awarded [Community Service Award]
- [Davao de Oro Scholarship Program] Scholarship Recipient
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Microsoft Excel
- Microsoft PowerPoint
- Adobe Photoshop
- Client Support
- Effective Leadership
Summary
Over the course of my career, I have developed a strong foundation in both the BPO industry and the creative field of graphic design. These two areas have allowed me to cultivate a diverse skill set that includes customer service excellence, problem-solving, creative thinking, time management, and technical proficiency.
Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Work-life balanceCareer advancementFlexible work hoursWork from home optionWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Full Professional
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.