Jomar Palevino
Customer Support Specialist
Manila
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
Intouch
03.2023 - Current
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between company and its customers.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Assisted in development of user guides, FAQs, and other self-help resources for customers seeking quick answers to common questions.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring high level of professionalism at all times.
- Managed maximum of 50 volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Monitored performance metrics regularly, identifying trends that indicated opportunities for process improvements or additional training needs within team.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided primary customer support to internal and external customers.
Customer Service Repsentative
CSS CORP.
09.2021 - 01.2023
- Chat Care and Billing Support for a Telecommunication company in USA
- Handles 2 chats at a time
- Investigates billing issues
- Resolves billing concerns
- Order taking
- Activation and modification of internet and phone services
- Uses salesforce as a main tool to Navigate, Change, Track, and Process orders
- Offers new services and other products to eligible customers.
Operations Technical Support III
Telus International Inc.
06.2020 - 07.2021
- Handled Small, Medium, and Large Enterprise customers
- Billing and Technical support representative for in house
- Explain billing, investigate billing disputes, and provide necessary adjustment if needed
- Provide level 1, 2, and 3 technical support
- Investigate root cause of technical issues of email platforms, internet copper, internet fiber services, and provide troubleshooting on customer's service
- Create trouble tickets to dispatch technicians if issue is out of scope
- Escalate executive escalations via email, if necessary
- Follow up customer's concern via phone or email
- Create cases to record every call received
- Provide satisfactory service to every customer.
Customer Service Representative
Concentrix Philippines Inc.
11.2015 - 02.2020
- Sales Associate for small and medium business accounts in Globe Telecom
- Handle returns or complaints to strive for quick complaint resolutions to avoid escalation issues
- Listen attentively and understand customer's concerns to ensure satisfying customer experience
- Respond to telephone and email inquiries.
Skills
Service support
Customer Response
Customer service excellence
Salesforce
Live chat support
Quality Assurance
Ticket management
Product Knowledge
De-Escalation Techniques
Customer Service
Problem Resolution
Timeline
Customer Support Specialist
Intouch
03.2023 - Current
Customer Service Repsentative
CSS CORP.
09.2021 - 01.2023
Operations Technical Support III
Telus International Inc.
06.2020 - 07.2021
Customer Service Representative
Concentrix Philippines Inc.
11.2015 - 02.2020