JESSICA-NOELLE BAQUIDAN
McRae Street, Niagara Falls
Summary
A customer service professional with management experience, able to quickly adapt to new roles and work environments. Known for delivering outstanding service, efficiently resolving customer concerns, and creating a positive work atmosphere. Seeking a position in retail, hospitality, or office settings where I can leverage my skills and experience to contribute to the success of the team and organization.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Wholesale Website Project Manager
Dream Webworks Creations Inc.
08.2022 - 12.2022
- Managed multiple projects, ensuring timely delivery, quality, and smooth execution.
- Aligned project resources and budgets with goals and timelines.
- Acted as the primary point of contact between clients and the production team.
- Provided regular project status reports to stakeholders.
- Led team meetings and updated customers on project progress.
- Enhanced customer retention and acquisition, driving increased output.
- Consistently met sales goals through up-selling and cross-selling.
- Maintained accurate customer data using CRM tools across all departments.
- Pursued ongoing learning to stay updated with digital tools and technologies.
Customer Service Supervisor
Dream Webworks Creations Inc.
01.2018 - 08.2022
- Supervise and train customer service representatives.
- Support team members and provide feedback on performance.
- Handle escalated customer inquiries and complaints.
- Develop and improve customer service processes and policies.
- Monitor team performance metrics and prepare reports for management.
- Implement training programs to enhance team skills.
- Foster a positive and motivating work environment.
- Collaborate with other departments to address customer needs.
- Managed retail web projects and customer accounts.
- Provided after-sales support.
Customer Service Representative
Dream Webworks Creations Inc.
01.2016 - 01.2018
- Respond to customer inquiries via phone, email, or chat.
- Resolve product or service issues and ensure customer satisfaction.
- Process payments and refunds efficiently.
- Maintain accurate customer records and update information.
- Provide product recommendations and upsell when appropriate.
- Handle complaints with professionalism and empathy.
- Follow up with customers to ensure resolution and satisfaction.
Customer Service Representative
Convergys
07.2015 - 12.2015
- Answered on average 50-100 customer calls per day and provided first call resolution to client inquiries on account issues by using active listening skills and thorough knowledge of company products/service.
- Contributed to meeting the team’s monthly goal and incentives.
Education
Bachelor of Science - Hospitality and Tourism Management
Saint Louis University
Baguio City, Philippines01.2015
Skills
- Communication skills
- Organizational skills
- Time management
- Customer service and support
- Customer Relationship Management
- Supervising and management
- Phone and email etiquette
- Administrative and office experience
- Technical Skills
- Sales and Marketing
- Business Development
- Digital Marketing and Research
- Web Design and Development
- Social media management
- Infographic design
- Web content and Data entry
- Computer skills
- Microsoft Office, Google Suite, CRM
Certification
Certified Virtual Assistant
Languages
English
Filipino
Additional Information
Internship: City Tourism and Special Events Division
(Baguio City, Philippines)
Timeline
Wholesale Website Project Manager
Dream Webworks Creations Inc.
08.2022 - 12.2022
Customer Service Supervisor
Dream Webworks Creations Inc.
01.2018 - 08.2022
Customer Service Representative
Dream Webworks Creations Inc.
01.2016 - 01.2018
Customer Service Representative
Convergys
07.2015 - 12.2015
Bachelor of Science - Hospitality and Tourism Management
Saint Louis University
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