Joanna Marie Reyes (Joan)

• Assist customers with inquiries and concerns via phone calls in a professional and courteous manner.
• Process refunds and replacements according to company policies and procedures.
• Effectively escalate unresolved issues to the appropriate members of the management team for resolution.

• Assist customers promptly and effectively through email using Zendesk, ensuring accurate and thorough responses to inquiries and concerns.
• Respond to applicants and clients inquiry through WhatsApp.
• Updates clients and applicants information through Monday.com. Attend zoom call meetings. Search and shortlist suitable applicants for clients. Set interview appointments.

• Answering customer inquiry from US through emails. Sending of 50 marketing emails per day.
• Processing of refund and replacement. Maintain company's social media pages.
• Basic photo editing through Canva. Creating of summary report through excel for processed refund and replacement.

Assist customer from US, Germany and Canada by answering their concerns through email, chats and inbound calls. Process refund and replacement. Maintain company's social media page. Promote featured and new products to customers.

Handling 5 chats at a time. Assisting customers with logistics and after-sales issues. Processing returns and refunds. Ensuring customer satisfaction.

Monitoring and coaching agents to meet KPIs. Conducting team huddles and performance reviews. Escalation handling and issue resolution. Generating and analyzing reports for operational improvement. Coordinating with other departments to improve customer experience.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Conduct comprehensive training sessions for newly hired Customer Service Representatives (CSRs), ensuring they are equipped with the knowledge and skills needed to perform their roles effectively. Develop and update training materials, including presentations, manuals, and interactive modules, to support the training needs of CSRs.

Assist customer through calls, chats and emails. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Assisted customers from the US, Germany, and Canada by answering their concerns through email, chats, and inbound calls. Processed refunds and replacements. Maintained the company's social media page. Promoted featured and new products to customers.

Conducted comprehensive training sessions for newly hired Customer Service Representatives (CSRs), ensuring they are equipped with the knowledge and skills needed to perform their roles effectively. Developed and updated training materials, including presentations, manuals, and interactive modules, to support the training needs of CSRs. Stayed current on product knowledge, company policies, and industry trends by attending product trainings, seminars, and workshops. Served as a resource for CSRs, providing ongoing support, guidance, and coaching to help them succeed in their roles. Cascaded new process updates, policy changes, and procedural enhancements to agents, ensuring understanding and compliance.

Responded to applicants and clients' inquiries through WhatsApp. Updated clients' and applicants' information through Monday.com. Attended Zoom call meetings. Searched and shortlisted suitable applicants for clients. Set interview appointments.

Answered customer inquiries from the US through emails. Sent 50 marketing emails per day. Processed refunds and replacements. Maintained the company's social media pages. Performed basic photo editing through Canva. Created summary reports through Excel for processed refunds and replacements.

Monitored and coached agents to meet KPIs. Conducted team huddles and performance reviews. Handled escalations and issue resolutions. Generated and analyzed reports for operational improvement. Coordinated with other departments to improve customer experience.

2 years (Undergraduate)