JOSEPHINE LAXAMANA-RIGONAN
Tracy
Summary
Customer support coordinator with expertise in managing field operations and enhancing customer satisfaction. Proven project management and team leadership abilities. Recognized for improving operational efficiency through strategic planning and effective problem-solving.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
ZEISS
Dublin
03.2026 - Current
- Managed customer inquiries through phone, email, and live chat.
- Resolved issues by providing accurate information and effective solutions.
- Documented customer interactions in the company database for future reference.
- Collaborated with team members to improve service processes and workflows.
- Utilized CRM software to track customer feedback and support requests.
- Maintained a positive attitude while handling challenging customer situations.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Processed incoming orders using advanced order management systems.
- Verified order accuracy and resolved discrepancies promptly.
- Collaborated with logistics to ensure timely order fulfillment.
- Monitored order status and communicated updates to customers effectively.
- Created weekly reports detailing trends in order entry activity and submitted them to management for review.
- Responded to inquiries from customers regarding product availability, pricing, shipping costs.
- Ensured that all incoming calls were answered promptly and professionally.
- Monitored and tracked customer orders to meet lead times and drive on-time delivery.
Field Service Coordinator ANZ NZ
Cutera
Brisbane
02.2024 - 03.2026
- Provided timely assistance to customers via multiple communication channels.
- Resolved customer inquiries by utilizing company knowledge base and resources.
- Collaborated with team members to enhance customer support processes.
- Documented customer interactions accurately in the support ticketing system.
- Managed customer inquiries through phone, email, and live chat.
- Managed order processing using inventory management software for efficient fulfillment.
- Coordinated with suppliers to ensure timely delivery of products and materials.
- Collaborated with cross-functional teams to streamline ordering workflows and protocols.
- Maintained detailed documentation of orders, shipments, and inventory changes.
- Coordinated with internal departments to monitor the status of orders.
- Reviewed customer orders to ensure accuracy and completeness of information.
- Created reports on sales performance, order status and customer feedback.
- Managed order entry, invoicing, shipment tracking, and payment processing.
- Processed returns from customers in a timely manner according to established guidelines.
- Implemented systems for tracking inventory levels across multiple warehouses.
- Coordinated and monitored inbound and outgoing deliveries, keeping abreast of delays and other issues.
Customer Service Specialist/Order Management Coordinator
10x Genomics
Pleasanton
02.2022 - 02.2024
- Addressed issues quickly to ensure high levels of customer satisfaction.
- Maintained customer satisfaction by de-escalating complex issues with a friendly demeanor.
- Communicated with customers upon service completion to answer final questions and determine level of customer satisfaction.
- Monitored customer interactions to ensure timely follow-ups, documenting services rendered and necessary actions.
- Assisted with product and service transactions through efficient handling of incoming calls.
- Managed high call volumes while maintaining excellent service under pressure.
- Strengthened client relationships with field service employees, facilitating seamless operations.
- Coordinated on-site efforts of technical service technicians for improved efficiency.
- Scheduled work crews efficiently, ensuring timely completion of all jobs.
- Created work crew schedules and delegated assignments.
- Led regular meetings with service technicians to review performance metrics and identify improvement opportunities.
- Developed and maintained relationships with service providers and vendors.
- Drove logistics between multiple departments to fulfill contract service-level agreements.
- Efficiently entered customer orders in SAP, focusing on machine down and exchange requests.
- Oversaw order tracking and resolution of invoicing issues throughout the delivery process.
- Conducted extensive customer interactions to support pre-sales and post-sales functions.
- Collaborated with sales team to stay informed about inventory levels and resolve challenges.
- Continuously enhanced product knowledge to provide exceptional service and meet quotas.
- Partnered with planning teams to acquire timely delivery schedules for urgent materials.
- Verified material database integrity between Lam Systems and client systems for accuracy.
- Analyzed account histories to identify potential issues. and identify patterns, utilizing insights to mitigate potential problems.
- Regularly analyzed material transaction data, reporting performance metrics against goals.
- Partnered with distributors and suppliers to develop targeted marketing strategies.
- Facilitated communication between distributors and suppliers. with distributors and suppliers to ensure alignment.
- Effectively coordinated logistics for instrument pickups or return merchandise authorizations.
- Partnered with planning teams to acquire timely delivery schedules for urgent materials.
- Verified material database integrity between Lam Systems and client systems for accuracy.
Customer Service Support 4 Key Account for Micron
Lam Research
09.2016 - 02.2022
- Provided exceptional support to customers via phone and email communications.
- Resolved customer inquiries and complaints with a positive attitude and professionalism.
- Maintained accurate records of customer interactions in the CRM system.
- Collaborated with team members to improve service response times and efficiency.
- Handled escalated complaints by employing effective problem-solving techniques.
- Conducted follow-up calls to ensure customer satisfaction with resolutions provided.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
- Processed returns, refunds, exchanges according to company policies and procedures.
- Followed up with customers after transactions to ensure satisfaction levels were met.
- Generated reports on customer feedback, trends, and other metrics for management review.
Education
High School Diploma -
Glendale High School
Glendale, CASkills
- Order management
- Logistics coordination
- Delivery scheduling
- Shipping procedures
- Payment processing
- Report generation
- CRM systems proficiency
- Task scheduling and account updates
- Problem solving
- Account management
- Customer support
- Time management
- Teamwork and multitasking abilities
- Attention to detail
- Effective communication skills
- Customer retention techniques
- Recordkeeping skills
- Project scheduling
Timeline
Customer Service Representative
ZEISS
03.2026 - Current
Field Service Coordinator ANZ NZ
Cutera
02.2024 - 03.2026
Customer Service Specialist/Order Management Coordinator
10x Genomics
02.2022 - 02.2024
Customer Service Support 4 Key Account for Micron
Lam Research
09.2016 - 02.2022
High School Diploma -
Glendale High School