Jeanah May Andres
Guelph,ON
Summary
Experienced and committed Customer Service professional with a proven track record of delivering high-quality results efficiently with minimal supervision. Proactive, reliable, and skilled in multitasking, with experience thriving in both team-based and independent settings. Collaborative leader with dedication to partnering with coworkers to promote an engaged, empowering work culture.
Overview
16
16
years of professional experience
Work History
Customer Service Subject Matter Expert
Foundever (Chatr Mobile)
04.2020 - 03.2024
- Provided backup support to Team Managers and real-time assistance to agents regarding procedures, product information, and issue resolution. Also approved breaks.
- Collaborated with my Team Manager in mentoring new hires, guiding best practices and exceptional customer service techniques and sharing extensive knowledge of products.
- Increased agents' efficiency and performance by monitoring their productivity and providing feedback.
- Provided excellent technical as well as account-related issues support for customers via phone.
Team Captain
Agoda.com
12.2015 - 11.2019
- Worked together with the Management to co-lead the team in monitoring traffic, SLA, agents' adherence and KPI score.
- Improved employee retention through mentoring, coaching, and providing constructive feedback.
- Provided real-time support to agents in decision making, providing win-win resolution to resolve customer's issues and answering procedural and quality questions.
- Facilitated training about existing and new procedures and protocols with the agents.
- Submitted daily summary reports regarding the staffing, performance and floor incidents to upper management.
- Handled escalation and supervisor calls.
Outbound Sales Call Center Agent
SIMPRO Philippines (Bank Of Montreal Account)
10.2013 - 08.2014
- Consistent Top Seller and Best in Attendance.
- Contacted BMO customers via phone to provide information and sell Credit Defense to their accounts.
- Assisted team manager in verifying sales and coached agents on outbound sales best practices, contributing to team success.
Customer Service Representative
MicroSourcing
05.2011 - 10.2013
- Handled escalated calls and cases with chargeback and payment issues efficiently, finding satisfactory resolutions for both customers and the company alike.
- Validated orders by running a fraud check to ensure their authenticity before processing the payment.
- Assigned tasks and leads to agents.
- Handled customer inquiries via email and phone regarding shipping and billing issues, order placement, and complaints.
Technical Support Representative
TeleTech (AT&T Account)
11.2010 - 04.2011
- Assisted customers experiencing technical difficulties with data, network and connectivity, guiding them through step-by-step resolutions with patience and professionalism via phone.
- Dispatched technicians for in-person assistance with unresolved issues.
- Removed malware and viruses from customers' laptops or desktops using specialized software,
Receptionist / Branch Manager
Cuts 4 Tots Hair Salon
03.2008 - 09.2010
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Handled cash transactions and maintained sales and payments records accurately.
- Managed multiple tasks simultaneously and met time-sensitive deadlines.
Education
Bachelor of Science - Nursing (Undergraduate)
University of San Agustin
Iloilo City, PhilippinesHigh School Diploma -
Colonel Ruperto Abellon National School
Philippines03.2005
Skills
- Customer Service
- Complaint resolution
- Goal-Oriented
- Adaptability and Dependability
- Product and service knowledge
- Technical skills
- Mentoring and Coaching
- Quality Assurance
Languages
English
Full Professional
Timeline
Customer Service Subject Matter Expert
Foundever (Chatr Mobile)
04.2020 - 03.2024
Team Captain
Agoda.com
12.2015 - 11.2019
Outbound Sales Call Center Agent
SIMPRO Philippines (Bank Of Montreal Account)
10.2013 - 08.2014
Customer Service Representative
MicroSourcing
05.2011 - 10.2013
Technical Support Representative
TeleTech (AT&T Account)
11.2010 - 04.2011
Receptionist / Branch Manager
Cuts 4 Tots Hair Salon
03.2008 - 09.2010
Bachelor of Science - Nursing (Undergraduate)
University of San Agustin
High School Diploma -
Colonel Ruperto Abellon National School