JESSICA JAVAL
CUSTOMER SERVICE EXPERT
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JJAVAL 2@GMAI L . COM
L I VE: JJAVAL 2
PASI G CI T Y, PHI L I PPI NES
ACHIEVEMENTS
Year- End Top Team Lead-
Year- End Top Team Lead 2019
BAND A Club - Quarterly Top Performers
A.Y Foundation National Discipline
Award
Junior Chamber International Philippines
Leadership Award
Senator Kiko Pangilinan Leadership
Award
Gloria Macapagal Arroyo Leadership
Award
Rotary Community Service Award
APPLICATIONS
Adobe Photoshop
Facebook Business Manager
Moxie/ Zendesk / Gorgias
Shopify
Oberlo / Aliexpress / Spocket
Amazon Seller Central
Google Drive
Slite / Notion / Trello / Asana
Slack / Microsoft Teams/ Zoom / Skype /
Microsoft Office
Klaviyo
SKILLS
CUSTOMER SERVICE
E-COMMERCE
VIRTUAL ASSISTANCE
DROPSHIPPING
GRAPHIC DESIGN
SALES
FACEBOOK AD CAMPAIGN
EVENT ORGANIZING
EDUCATION
EXECUTIVE SUMMARY
A highly-spirited, flexible and performance-driven leader
with more than a decade of experience in customercentric environment, people and event management.
Always open to new projects with clients who think out of
the box!
FULL TIME JOB EXPERIENCE
US AUTOPARTS NETWORK
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CS & SALES CHAT TEAM LEAD [2017 -2020]
Spearheaded 15-18 hybrid chat supports.
Increased team AOV and sales conversion by effectively
promoting up/cross selling techniques
Highest monthly NPS (65) in entire contact center
Improved response time by personalizing chat canned responses
and quick codes
Maintained above 95% Service level and less than 6% ABA by
enhancing queue configuration and schedule.
Familiarity with HR functions, processes and policies.
Presentation of daily, weekly, monthly and quarterly business
review
CS EMAIL & CHAT TEAM LEAD [2015 - 2017]
Handled 12 CS chat and email supports and developed effective
processes to shorten handling time.
Trained each member of effective workarounds in handling
escalated concerns which resulted to getting higher CSAT and
commendations
Developed new reporting method for email productivity of the
team that resulted to more accurate data gathering.
Improved response time by personalizing email templates with
better quality of responses.
Reduced staff turnover by almost 50% through employeedevelopment and morale-building activities.
Helped the recruitment team in screening applicants.
Immaculate Concepcion College
BS Nursing
/KAJAZKY0423
/JESSICA JAVAL
@JAV_VAL
PART-TIME JOB EXPERIENCE
UNI VOLT/ELEVERSE
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SOFSY
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SHOPIFY VIRTUAL ASSISTANT
Resolves Paypal disputes
Product Listings on Shopify Website
Customer Service
Image editing
FB Ad Campaign
Email Marketing
WEEKEND AMAZON CUSTOMER SUPPORT
Managed 7 Amazon Stores
Customer service. Creates email templates
and answering customer queries.
Repeal and prevent issues like A-Z Claims
and product reviews.
Replying on customer reviews and product
reviews.
Created the company knowledge base
COOLBRAH
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SHOPIFY VIRTUAL ASSISTANT
Order fulfillment. Send the appropriate
sellers exported CSV order files.
Order fulfillment via Oberlo & Aliexpress
Tracking Upload in Shopify and Paypal
Resolves Paypal disputes
Product Listings on Shopify Website
Product Research
Responds to customer service issues via
email and FB messenger
Image editing
TRAININGS/SEMINAR
CCAP Gen Next Leadership Forum and
Team Leader Summit: “Leadership in the
Age of Disruption
Leaders in Training Program: “The Leader in
Me: Building and Nurturing Highly Effective
Teams
Leaders in Training Program: “The Leader in
Me: Sharpening the Four Corners of “U
Fish Philosophy
International HIV/AIDS Youth Awareness
9th National Youth Congress
First Region V Youth Summit
VOLUNTEER EXPERIENCE
USAP EVENTS COMMITTEE
2016 -2020
LET'S TALK EDITORIAL PUB
2019 -2020
Program Administrator
Writer
ESCALATIONS [-]
Efficiently created Root Cause Analysis and resolutions for each
complaint posted in Reseller Ratings, Social Media Channels,
Google Trusted Store, Trust Pilot and other review platforms.
Handled newbies in the incubation period and successfully
endorsed effectively performing agents to operations.
Appointed POC in resolving denied credits, denied returns, BBB
complaints and other administrative tasks in Carson
Order management. Directly coordinating with vendors,
suppliers, and couriers
Acted as the voice of the customer by recording and surfacing
comments, ideas, preferences, then gave suggestions for website
and catalog enhancements
Supports to Manila and outsourced employees in Cebu and
Makati through email, chat and phone calls.
Handled escalated calls
Drafted the customized CS process in line with the set standards
of the company.
Conducted coaching sessions with the agents in complaints by
the customers.
RETURN SPECIALIST [-]
Appointed to join the Returns team and help execute proper
return and warranty procedures.
Delivered excellent customer service to each customer, and
acted as the first point of contact for
customers returning incorrect, damaged and defective products.
Negotiated costs such us restocking fees and return shipping
fees whilst maintaining a high level of professionalism.
Monthly Top Performer agent
CUSTOMER SERVICE REPRESENTATIVE [2011]
Accurately resolved customer impacting issues independently
and avoided the creation of unnecessary tickets, re-work and
contact transfers.
Maintained a positive, empathetic and professional attitude
toward customers at all times.
Earned multiple customer commendations for providing
excellent customer experience.
SYKES MARKETI NG
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CUSTOMER SERVICE REPRESENTATIVE
Managed incoming calls and customer service inquiries
regarding phone or mobile phone services, billing concerns or
promo packages
Resolved problems by determining the cause of the problem,
selecting and explaining the best solution, expediting correction
or adjustment, and following up to ensure resolution
Prepared product or service reports by collecting and analyzing
customer information.
BICOL REPRODUCTIVE HEALTH
INFORMATION NETWORK
2004 - 2011
Peer Advocate for HIV/AIDS
/KAJAZKY0423
/JESSICA JAVAL
@JAV_VAL
