JAY ALCANTARA JULIAN
Senior customer service and virtual assistant
PROFESSIONAL SUMMARY--
Pasig, Metro Manila 1611
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EDUCATION
BACKGROUND
Computer System Analyst
Elite Computer School, East
Timor, Timor Leste
January 2007
BS, Computer Science
STI College Meycauayan,
Meycauayan, Bulacan
January 2005 - January 2006
Lolomboy National High
School, Lolomboy, Bocaue,
Bulacan
January 2001 - January 2005
Lolomboy Elementary
School, Lolomboy, Bocaue,
Bulacan
January 1996 - January 2001
I am a seasoned Senior Customer Support Professional with over 15 years of
experience managing various campaigns across industries such as sales,
telecommunications, travel, and financial services. I've had the privilege of
supporting diverse clientele from the USA, UK, Canada, and Australia, which has
helped me develop a global perspective on customer care and service excellence.
In addition to my frontline experience, I have more than three years of background
in both technical and sales support, as well as team leadership. My strength lies in
developing strategies, training staff, and continuously improving service
performance. I am deeply committed to creating a positive impact by helping
individuals grow, maximize their potential, and deliver outstanding results.
I am now looking to bring this expertise into a role where I can contribute
meaningfully to customer satisfaction and team success.
SKILLS
• Delivered top-tier customer support
• Handled escalations and complex
• Created automated workflows using
• Developed and implemented SOPs
• Analyzed customer feedback and
• Maintained accurate documentation
across phone, email, live chat, and
social media platforms, consistently
resolving inquiries with empathy
and professionalism
tools like Zendesk, Freshdesk,
HubSpot, Zapier, and Slack to
enhance support operations and
reduce manual tasks
support data to identify trends,
enhance service quality, and
generate performance reports for
leadership
concerns efficiently, collaborating
with internal teams to ensure timely
and satisfactory resolutions
to standardize new processes,
improve team efficiency, and
maintain service consistency
and managed refunds, disputes, and
account adjustments in line with
company policies and compliance
PROFESSIONAL APPOINTMENTS
March 2020 - Current
Snappr Inc. - Customer Success Team Lead, Pasig City
• Delivered high-quality support to both consumer and enterprise-level clients
through email, chat, and phone channels
• Handled technical troubleshooting, account issues, and customer escalations
with efficiency and empathy
• Collaborated with cross-functional teams to resolve complex enterprise
concerns
• Managed daily operations and shift coverage as a Shift Lead, ensuring
consistent service delivery
• Supervised support agents, monitored performance metrics, and provided
coaching and feedback
• Led onboarding and training for new hires, ensuring alignment with quality
standards
• Acted as point of contact for critical escalations and ensured timely resolution
• Facilitated team meetings and performance reviews, driving team alignment
and engagement
• Analyzed support trends and recommended process improvements to
enhance customer experience
August 2019 - March 2020
NDER - Customer Care Specialist, Quezon City
• Responded to 50–80 customer inquiries daily via phone, email, and chat,
delivering prompt, friendly, and solution-oriented support
• Assisted with order tracking, billing issues, and general product/service
concerns while ensuring accuracy and clarity in communication
• Resolved customer issues effectively and escalated complex cases when
needed, following up to ensure full resolution and satisfaction
• Handled difficult interactions with professionalism and empathy, maintaining
a positive brand image throughout every engagement
• Accurately logged all customer interactions in CRM/ticketing systems and
consistently met performance targets for response time and satisfaction
February 2015 - January 2019
Ellora Telecom - Customer Care / POC, Pasig
• Delivered exceptional support via phone, email, and chat while addressing
order issues, returns, billing concerns, and service inquiries
• Recommended relevant products and services based on customer needs,
achieving upsell/cross-sell targets and boosting overall sales
• Built strong customer relationships through active listening, professionalism,
and follow-ups—encouraging repeat business and loyalty
• Assisted in onboarding new customers by explaining service features, guiding
setup, and ensuring a smooth start
• Maintained accurate CRM records of interactions, sales activity, and followups, contributing to a seamless handoff between support and sales teams
April 2012 - January 2015
One World Connections - Customer care and sales, Pasig City
• Handled hotel and vacation rental bookings through phone, email using our
platform and check with our affiliated vacation rental sites.
• Provided guests with accurate information on availability, pricing, amenities,
and policies while managing special requests, changes, and cancellations
• Promoted upsells such as room upgrades, extended stays, and add-ons,
contributing to increased revenue and guest satisfaction
• Maintained updated property listings and synchronized calendars across
platforms to prevent double bookings and ensure accuracy
• Coordinated with housekeeping and maintenance teams pre-arrival and
addressed guest concerns promptly to ensure positive reviews and repeat
bookings
December 2011 - April 2012
Garage Door Repair - Freelancer Virtual Assistant
• Handled daily dispatch operations for service technicians, ensuring efficient
route planning and timely arrival
• Scheduled, confirmed, and followed up on customer appointments via phone,
SMS, and email
• Coordinated with clients and technicians to manage booking changes,
cancellations, and urgent service requests
• Maintained accurate records of appointments, service details, and technician
availability using CRM or scheduling tools
• Prioritized urgent jobs and adjusted schedules in real-time to accommodate
same-day or emergency service calls
• Acted as the communication bridge between customers and field technicians
to relay job updates and ETAs
• Monitored incoming calls and online booking platforms to secure leads and
avoid missed opportunities
• Verified service area coverage, appointment types, and customer
requirements to avoid scheduling conflicts
• Provided professional and friendly customer support, ensuring satisfaction
and smooth appointment flow
• Assisted in generating daily service reports and end-of-day summaries for
business owners or team leads
February 2011 - June 2011
Acquire Asia Pacific - Customer care and sales, Mandaluyong City
• Managed 60–80 inbound calls daily, addressing billing, service concerns, and
account-related inquiries
• Performed basic troubleshooting for internet, mobile, and landline issues,
creating tickets for unresolved technical cases
• Conducted follow-ups with customers to provide updates on open concerns
and ensure issue resolution
• Processed service requests such as plan changes, reconnections, and SIM
replacements accurately and promptly
• Maintained call quality and compliance while delivering empathetic, efficient,
and solution-focused support
July 2010 - February 2011
Globalsky - Sales Representative, Pasig City
• Made 100+ outbound calls daily to promote and sell VOIP and internet bundle
services to residential and business customers
• Identified customer needs and matched them with suitable service packages
to ensure satisfaction and long-term retention
• Achieved consistent monthly sales targets with an average of 30 successful
sign-ups per month
• Handled objections professionally and provided clear, persuasive information
about service benefits and pricing
• Accurately processed orders and maintained detailed records in the CRM
system for tracking and follow-up
January 2007 - December 2007
Jollibee Inc. - Service Crew, Balagtas, Bulacan
• Greeted customers, took orders accurately, and provided prompt and friendly
service at the counter or drive-thru
• Prepared food and beverages according to company standards, ensuring
cleanliness and food safety
• Maintained cleanliness and organization of the dining area, kitchen, and
workstations during and after shifts
• Handled cash, processed payments, and issued receipts with accuracy and
efficiency
• Supported team operations during peak hours by multitasking and assisting in
various store duties as needed
