Joan Domingo

JOAN DOMINGO Caloocan, Metro Manila, Philippines | - |- Customer Service Rockstar WORK HISTORY Customer Loyalty Specialist | Balsam Brands October 2016 - January 2017 • Answer customers' queries via email. • Escalate cases if needed. Lead Qualifier | Phone Animal July 2016 - June 2017 • Call leads and confirm if client is selling or buying a property. • Once lead has been qualified, transfer call to an ISA. Senior Operator | Concentrix May 2015 - April 2016 • Assist agents in responding to customers emails. • Create email templates for new issues. • Respond to escalations. • Generate EOD, WTD and MTD report for operation's analysis. Lead Customer Service Specialist | ubiCabs April 2014 - April 2015 • Ensure all bookings are accepted by cab companies. • Respond to customers emails. • Escalate issues if needed. • Generate EOD, WTD and MTD report for analysis. Technical Support Representative | VXI Global Holdings February 2013 - March 2014 • Answer incoming calls and assist customer with their technical needs. Resolution Specialist | Sitel Philippines August 2012 - February 2013 • Answer escalated calls and ensure resolution on each call. • Generate EOD, WTD and MTD report on call drivers and suggest/ provide resolution. Service Desk Analyst | SQME Professionals May 2011 - June 2012 • Assist employees in resetting their password. • Setup employees email in Outlook. • Recover deleted Outlook emails. • Setup employees Blackberry and PC with VPN. • Escalate critical and branch downtime. Resolution Specialist | Telus International November 2009 - March 2011 • Assist agents with their product queries. • Apply discount to orders that are beyond agent's limit. • Answer escalation calls. • Generate EOD, WTD and MTD report on team’s performance. Inbound/ Outbound Sales Associate | eTelecare Global Services March 2007 - March 2008 • Convert inbound calls to sales. • Make outbound calls to existing customers and offer plan upgrade or renewal. SKILLS Proficient in the following applications but not limited to; • MS Office applications • Salesforce • CRM • Team Viewer • Google Docs • Outlook • Sococo • Zoom • Skype • Google Hangouts Typing Speed: average of 50 wpm EDUCATIONAL BACKGROUND College: Laguna State Polytechnic University BS Information Technology June 2004 - March 2006 Sta. Cruz, Laguna High School: Pedro Guevara Memorial National High School June 2000 - April 2004 Sta. Cruz, Laguna Elementary: Santisima Cruz Elementary School June 1995 - April 2000 Sta. Cruz, Laguna PERSONAL INFORMATION Age: 29 Date of Birth: May 18, 1988 Place of Birth: Manila CHARACTER REFERENCES Jean Michael Cuaresma Ruby Villaruel Cindy Cruz Team Manager TQA Manager Team Leader Telus International NVG Group Concentrix -