Joymee Salcedo
San Fernando City,Pampanga
Summary
I have 5 years of experience with professional strong technical expertise and customer service skills. Adept at troubleshooting, resolving issues, and providing exceptional support. Known for effective collaboration, adaptability, and delivering results in dynamic environments. Proficient in CRM software, technical support, and communication. Reliable team player with focus on achieving client satisfaction and operational efficiency.
Overview
8
8
years of professional experience
Work History
Customer Service Expert
Teleperformance
Angeles City, Pampanga
10.2023 - 05.2026
- Collaborated with team members to streamline communication processes, improving response times.
- Trained new staff on customer service protocols and software systems, fostering a knowledgeable workforce.
- Implemented feedback mechanisms for continuous improvement in service delivery standards.
- Provided technical troubleshooting for software and hardware issues, enhancing customer satisfaction.
- Analyzed customer feedback to improve service processes and product features.
- Resolved customer inquiries and complaints efficiently, enhancing overall satisfaction and loyalty.
- Managing 4 customer inquiries through chat at a time.
Customer Service/Technical Representative
Alorica Clark
Clark, Pampanga
11.2018 - 06.2023
- Respond to customer inquiries regarding logistics issues, including tracking shipments, scheduling deliveries, and resolving order discrepancies.
- Manage data integration between logistics systems and other internal or external applications.
- Provide technical support for logistics software, including troubleshooting, bug-fixing, and user training.
- Collaborate with logistics operations teams to identify and resolve technical issues that may impact their work.
- Recording customer information in order to process orders.
- Completing fields such as name, address, account number, item number, price, and any sales or promotions.
- Assisted with logistics management by handling order shipment and answering customer queries.
- Respond to the customer in a timely manner, providing a clear and concise explanation of the situation and any possible solutions or next steps.
- Document the customer's query and the actions taken to resolve it in the company's customer service database for future reference.
Information Systems Intern
Manulife Business Processing Services
Manila, AR
04.2018 - 07.2018
- Configure desktop and laptops computer systems, to include installing operating systems and various software applications.
- Perform troubleshooting on company ERP systems.
- Manage Cisco routers, setting up static IP's from DHCP and updating access list and routing protocols.
- Categorize and record reported queries and provide solutions.
- Managing one or more customer service or service desk functions.
- Analyzed data integrity across various systems to ensure compliance with organizational standards.
- Developed and maintained reports using SQL to track performance metrics for decision-making support.
Education
Bachelor of Information Technology - Mobile Application Development
FEU - Institute of Technology
Manila, Philippines01-2018
Secondary Education - High School
San Matias High School
San Matias, Pampanga01-2012
Skills
- Numerical and analytical skills
- Logistics Management
- ERP Systems
- Transportation and Inventory Management
- Troubleshooting and problem identification
- Data & Email Management
- Proficient in MS office tools
- Call center experience
- Cultural awareness
- Data entry proficiency
- Complaint handling
Accomplishments
- Developed or implemented new procedures or systems.
- Trained and managed newly hired
- Top KPI agent
- Service Awardee
Timeline
Customer Service Expert
Teleperformance
10.2023 - 05.2026
Customer Service/Technical Representative
Alorica Clark
11.2018 - 06.2023
Information Systems Intern
Manulife Business Processing Services
04.2018 - 07.2018
Bachelor of Information Technology - Mobile Application Development
FEU - Institute of Technology
Secondary Education - High School
San Matias High School