JM
Education
Bachelor of Arts in Mass Communication - undergraduate
Pamantasan ng Lungsod ng Marikina
-
Experience
JANINE
MORATO
VIRTUAL ASSISTANT |
CUSTOMER ADVOCATE
CUSTOMER SERVICE ADVISOR
APRIL 2011 - DECEMBER 2016
ALORICA, QUEZON CITY
Addressed calls related to service activation, technical issues, billing
inquiries, sales, account management, and product questions.
Responsible for providing excellent and satisfactory customer
experience even when patience is being thoroughly tested by
challenging or irate customers.
Collected feedback, suggestions, and pain points from
representatives and communicated this information to clients
through email or phone calls to enhance the experiences of both
representatives and customers.
About Me
Provided coaching for new agents based on individual needs.
Seasoned customer service representative
with 13+ years of experience in the BPO
industry, specializing in customer support,
quality evaluation, and technical assistance.
Skilled at managing customer inquiries,
mentoring
Advisors,
and
ensuring
compliance with quality standards.
Now seeking to transition into Virtual
assistant role, leveraging my knowledge in
CRM tools, communication, organization,
TIER 1 TECHNICAL SUPPORT
CONVERGYS , QUEZON CITY
MARCH 2017 - AUGUST 2018
Managed and addressed chat inquiries related to technical
difficulties with customers' computer software.
Responsible for providing solutions to customer’s issue in a timely
manner.
TECHNICAL ADVISOR II
CONCENTRIX, QUEZON CITY
AUGUST 2018 - DECEMBER 2019
Managed and addressed calls related to technical issues concerning
customers' devices.
multitasking to support clients in achieving
Offer support for any issues related to the customer's billing.
their business goals.
Mentor and assist new agents based on individual needs.
SENIOR QUALITY EVALUATOR II
CONCENTRIX, QUEZON CITY
Core Competencies
DECEMBER 2019 - PRESENT
Assess and review Advisor calls to ensure they align with the
account's call quality standards.
Participates in and/or facilitates calibration sessions to ensure that
Advisors are scored accurately.
Virtual Assistance and Remote Support
Customer Relationship Management
Administrative Support and Email
Management
Quality Assurance & Coaching
Calendar & Task Management
Host roundtable discussions to ensure that Advisors are still aligned
to the business requirements.
Perform one on one coaching with Advisors to discuss strengths
and areas of improvement.
References
Data Entry & Documentation
Technical & Billing Support
Strong Communication Skills
Strong
Judd Sarcia
Leonard Nicolas
Concentrix / Team Leader
Concentrix / Colleague
Phone: -
Phone: -
