Janine Valencia

Bacoor City, Cavite, Philippines, 4102 📞- ✉️-Professional Skills Relevant Experience Servpro of Washington County | Apr 2024 – Nov 2024 Dispatcher / Customer Service Representative JANINE VALENCIA Detail-oriented and empathetic Customer Service Specialist with 10 years of experience in high-volume support environments. Proven ability to manage customer relationships, resolve issues efficiently, and support cross-functional teams through phone, email, and chat. Adept in dispatching, technical support, administration, and CRM platforms. Managed emergency dispatch and appointment scheduling for service teams Handled inbound/outbound calls, chat, SMS, and email for customer support Coordinated with third-party vendors and internal teams to resolve issues Created reports and tracked service tickets and job orders Stefanini Philippines, Inc. | Apr 2022 – Aug 2023 Customer Service Representative (Chat & Email Support) Responded to customer inquiries via chat and email Provided troubleshooting and assisted with order-related concerns TaskUs Inc. | Nov 2019 – Oct 2021 Customer Service Representative (Email Support) Supported customers with account and subscription-related issues Escalated technical or complex concerns when needed Educational Background Lyceum of the Philippines University Bachelor of Science in Business Administration (Undergraduate) Major: Business Management | 2012 – 2014 St. John Fisher School – Camella Springville High School Diploma | 2006 – 2010 VXI Global Holdings B.V. | Jan 2019 - Sept 2019 Customer Service Representative Handled billing inquiries and upsold mobile services Provided tier-1 troubleshooting for technical issues Training and Seminars Bacoor City, Cavite, Philippines, 4102 📞- ✉️-Professional Skills Relevant Experience Concentrix (Virgin Media UK) | Feb 2018 – Dec 2018 Sr. Subject Matter Expert / Sales Associate JANINE VALENCIA Detail-oriented and empathetic Customer Service Specialist with 10 years of experience in high-volume support environments. Proven ability to manage customer relationships, resolve issues efficiently, and support cross-functional teams through phone, email, and chat. Adept in dispatching, technical support, administration, and CRM platforms. Led escalation calls and mentored new team members Oversaw trainees during nesting period and performed quality monitoring Assisted with billing, refunds, and service sign-ups Foundever | May 2017 – Jan 2018 Retention Specialist Resolved cancellation requests and retained clients by offering tailored solutions Explained billing discrepancies and processed credits/refunds Technical Support Representative (Samsung Mobile US) Transcom | May 2016 – Nov 2016 Provided level 1–2 troubleshooting support for mobile devices Guided customers through device features and manual functions Alorica | Sept 2014 – Feb 2016 Quality Analyst Apprentice / Subject Matter Expert / Collections Representative Evaluated agent performance and provided coaching Supported escalations and mentored new agents Processed payments and managed billing disputes Tools MS Office Google Suite Canva Facebook Instagram Twitter Linkedin Podio Zoom Slack Citrix Zendesk Dash Five9 Skills ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Email and chat communication Online research Dispatch Inbound and outbound call handling Problem-solving Basic troubleshooting Data entry Track deliveries Email management Contact management Conflict management Workload management Appointment scheduling Calendar management Technical proficiency