JENNY ROSE
TOLENTINO
Real Estate Investor Services
Customer Relationship Management Services
Social Media Management Services
EXECUTIVE SUMMARY
I am a professional Customer Relationship
Manager with over four years of experience
providing excellent customer service and
building customer relationships. I have
worked with Financial, Real Estate, Technical,
Sales, and Customer-focused accounts. I have
developed a keen eye for detail and efficient
multi-tasking while working in the operations
department. I excel in data and process
research: recognized by previous employers
as one of the top contributors to process
improvement. I also enroll in online courses
to acquire more skills and deepen my
knowledge of my existing skill set.
PROFESSIONAL GOALS
I aim to become part of the Training
Department in the Customer Relationship
Management field. My goal is to create an
effective training method to help customer
service associates develop techniques to
improve customer service and build longlasting customer relationships, crucial for
business success.
GET IN TOUCH WITH ME
Landline:
-
Mobile:
-
Email:-Skype:
live:.cid-a5edf9114
LinkedIn:
linkedin.com/in/jenirtolentino
Telegram:
@jenirtolentino
WORK EXPERIENCE
Subject Matter Expert
Concentrix | Comcast | Feb 2021 - September 2021
Provide real-time support to agents via chat to answer questions,
provide product information, and assist with troubleshooting
Assist agents in creating work orders and modifying task codes in
the biller system
Assist agents in utilizing self-service tools and maximizing tools and
resource use
Recognize escalation points to ensure efficient and outstanding
customer service
Submit and monitor account escalation tickets
Review, escalate and provide feedback on calls between agent and
field technicians
Identify frequently asked questions to assist the Training Dept. in
setting up training sessions to improve product knowledge
Conduct one-on-one coaching sessions with agents
Conduct team meetings to provide important product-specific
updates
Provide updates on key performance metrics
Technical Support Specialist
Concentrix | Comcast | Jan 2020 - Feb 2021
Interact with technicians via phone and task messaging to answer
questions and provide information.
Add, change, or reorder customer equipment and, reboot remote
equipment
Create work order and task code modifications in the biller system,
confirm billing changes with customer, as needed.
Accurately disposition call and/or task reasons and resolutions,
utilizing appropriate dispositioning tool.
Complete basic order modification and troubleshooting with field
technicians on all product lines.
Recognize escalation points to ensure efficient and outstanding
customer service.
Support real-time service verification, ensuring quality levels, using
internal tools.
Support field technician activation and troubleshooting by utilizing
department tools and systems as well as field tools.
Provide education to field technicians on effective use of field tools
to enable self- service.
Use active listening skills to ensure mutual understanding and
effective communication of information.
Represent the Company in a positive, professional manner to
minimize need for further escalation.
JENNY ROSE
TOLENTINO
Real Estate Investor Services
Customer Relationship Management Services
Social Media Management Services
SKILLS & INTERESTS
Microsoft Office
Google Suite/Workspace
QuickBooks Online
CallTools
REI Sift
Freedom Logic
Slack
Trello
Canva
Customer Relationship Management
Excellent Communication Skills
Calendar Management
Lead Management
List Building
Social Media Management
Leadership and Management
Web Research
Deep Skip Tracing
Administrative Skills
EDUCATION & CERTIFICATES
Eastern Visayas State University
Bachelor of Arts in English Language
Eastern Samar State University
Bachelor of Secondary Education in Mathematics
EF Standard English Test
EF SET English Certificate 81/100 (C2 Proficient)
Credential ID: sgu2gD
Global Communications Management
Academy
Global Communications Training
LinkedIn Learning
QuickBooks Online Essential Training
Coursera
Introduction to Social Media Marketing
Credential ID: JB639LV4GWGH
Fundamentals of Social Media Advertising
Credential ID: ZZVZ3J7ABCRF
Advertising with Facebook
Credential ID: XQD8JMXU8JXP
Measure and Optimize Social Media Marketing
Campaigns
Credential ID: QN3TYT8DJXZ3
WORK EXPERIENCE
Inbound Customer Service Representative
TeleTech | Sears & Kmart | Aug 2018 - Jan 2020
Open and maintain customer accounts and information
Respond to customer inquiries and provide the best solutions to
their concerns
Identify additional needs customers may have and help them
understand how the program works
Review purchases and process reward points adjustment when
necessary
Review return and cancellations and process points refund
Check fraudulent activity claims, temporarily suspend account
and start review
Lift account suspension based on fraud check results
Provide feedback regarding account tools and processes
Financial Analyst
ePerformax | PayPal | Nov 2017 - June 2018
Assists prospective customers with product information and site
navigation.
Provides telephone, chat and email support to end-users,
financial institutions and business partners.
Proactively recommend and educate the customer about
features and benefits of products
Check and balance completed account transactions
Accurately processes daily financial transactions and assists
with risk management and transaction trace requests.
Add and remove bank accounts, debit and credit cards, modify
account types, and lift withdrawal holds
Adhere to guidelines for account confidentiality and maintain
the privacy and security of all PayPal customers
Research issues using the appropriate tools for accurate
resolution
Tracks inquiries to their resolution; escalating issues when
necessary.
Documents responses and logs into tech support.
Assist newly-hired agents undergoing transition with account
product and processes
Act as a Team POC in the absence of the Team Coach ensuring
time punches are accurate
Work hand-in-hand with management for the improvement of
account tools and processes
