James David Prejoles

James David Prejoles-| www.linkedin.com/in/jamesdavidprejoles Block 9 Lot 11 Emerald St. Quezon Residences 2 Lipa City Batangas- Summary Customer service professional with over 8 years of experience providing excellent customer experiences via phone, email, and chat. Proven ability to resolve issues efficiently and build positive customer relationships. Demonstrated skills in active listening, empathy, patience, and flexibility. Professional Experience US health Insurance Virtual Assistant / Appointment setter August 2024 - January 2025 ●​ Appointment Scheduling: Organized and managed calendars by scheduling and confirming appointments for clients and team members, ensuring optimal time management. ●​ Outbound Calls: Made outbound calls to educate prospects on the benefits of our insurance, addressing questions and providing valuable information. ●​ Customer Communication: Responded to inquiries and resolved issues via social media and email, maintaining a high level of customer satisfaction. ●​ Process Improvement: Implemented an efficient content escalation process, reducing resolution times and enhancing overall user experience. ●​ Collaboration and Insights: Worked closely with my boss to manage brand reputation and utilized analytics to track user behavior trends, informing moderation and engagement strategies. Trafilea​ Social Media Content Moderator/CSR​ November 2023 - July 2024 ●​ Moderated user-generated content on various social media platforms, ensuring compliance with community guidelines and policies. ●​ Successfully resolved over 400 user inquiries and issues within a week, via social media channels, maintaining a 90% customer satisfaction score. ●​ Improved overall user experience by reducing resolution time by 10% through a content escalation process. ●​ Reported flagged content to supervisors, informing policy updates and enhancements. ●​ Collaborated with the marketing team to manage brand reputation, contributing to a 10% increase in positive user engagement. ●​ Utilized analytical tools to track content trends and user behavior, providing actionable insights that improved moderation strategies. Amazon Operations Service Philippines, Inc​ HR Specialist​ April 2022 - July 2023 ●​ Responded to and resolved Amazon employee inquiries and concerns via phone, email, chat, and tickets. ●​ Achieved a 100% Quality Assurance rating for 5 consecutive months from June to October 2022. ●​ Contributed to 600+ tickets/cases in August 2022, resulting in a 92.83% AES Score and ranked 2nd among Level 4 employees. ●​ Recognized as a top performer in chat support and endorsed as part of the pioneering chat support team. ●​ Mentored new and Level 3 employees, improving their performance and understanding of their roles. ●​ Participated in quality audits and provided feedback, achieving process and performance improvements. ●​ Alorica Philippines​ Team Leader​ August 2019 - April 2022 ●​ Led and developed a team of associates in the customer service retail sector of Amazon. ●​ Implemented a less than 2-minute hold time policy, increasing customer satisfaction ratings by 5%. ●​ Developed and implemented a training program, increasing team productivity by 15%. ●​ Achieved a 92.83% customer satisfaction rating in January 2022, earning the "Team of the Month" award. ●​ Led the team to achieve above 90% KPI for 2 consecutive months. ●​ Identified and resolved performance issues, reducing customer complaints by 20%. Alorica Philippines​ Escalation Specialist​ March 2019 - August 2019 ●​ Resolved complex customer issues not resolved by other representatives, achieving a 95% customer satisfaction rating. ●​ Successfully resolved 90% of escalated issues within 24 hours, preventing future recurrences. ●​ Improved the efficiency of the escalation process, reducing the average resolution time by 10%. ●​ Collaborated with cross-functional teams, reducing customer complaints by 50%. ●​ Provided post-contact feedback to representatives, increasing customer satisfaction ratings by 15%. ●​ Alorica Philippines​ Customer Service Representative / Subject Matter Expert​ May 2017 - March 2019 ●​ Provided excellent customer service, resolving issues through chat, phone, and email within service level agreements. ●​ Maintained a positive and professional attitude, contributing to a positive customer experience. ●​ Stayed up-to-date on Amazon's products and services, providing accurate and helpful information. ●​ Applied first call resolution to every contact, achieving a 95% CSAT. ●​ Coached and developed team members, increasing customer satisfaction ratings by 12%. ●​ Contributed to achieving a 93% end-of-month customer satisfaction rating, earning team incentives. Convergys Makati Glorietta 5​ Retention Specialist​ April 2016 - May 2017 ●​ Identified and resolved customer issues that could lead to churn, increasing retention rates by 20%. ●​ Collaborated with other departments to improve customer satisfaction, achieving a 4.5-star rating on surveys. ●​ Resolved 90% of customer complaints, resulting in a 95% satisfaction rating. ●​ Retained key customers considering cancellation. ●​ Presented at an online conference on customer retention, sharing best practices. Education Bachelor of Science in Hotel and Restaurant Management​ Computer Technologies Institute of Zamboanga City, Inc Training and Certificates ●​ Six Sigma Greenbelt ●​ Strategic Human Resources ●​ Workplace Personal Data (HR) Privacy Training - NonTech