Joanna Jane M. Ocde

JOANNA JANE OCDE Caloocan City, 1007 Royal Palm Upper Street-- SUMMARY Detail-oriented professional with top skills in customer relations, problem-solving, and recordkeeping. Talented in addressing different service and product problems with thorough and positive style. Ready to help with a focus on finding creative solutions to conflicts and complaints. EXPERIENCE CUSTOMER CARE ASSOCIATE, 10/2022 - 03/2024 IntouchCX, Quezon City • Resolved customer queries over the phone and by email. • Employed excellent analytical skills to assess and successfully identify customer needs. • Used excellent and efficient problem-solving skills to address and resolve complex customer issues. • Used VoIP phone system and Zendesk email system to communicate with customers. • Used an empathetic and friendly tone when dealing with customer issues and complaints, helping to defuse conflicts and maintain customer satisfaction. STUDENT TEACHER, 04/2022 - 07/2022 PUP Laboratory High School, Manila City • Collaborated with department teachers to design effective lesson plans, curriculum, and extracurricular activities, engaging students' interests. • Treated all children equally regardless of race, religion, culture, or disability to elevate students' sense of self-worth. • Assigned and graded class work, homework, and tests to further assess student progress and identify areas for improvement. • Instructed and monitored students' use of learning materials, utilizing relevant technologies to support based on student needs. • Delivered measurable impact on student attainment and social and emotional well-being by remaining available to students for support through open door policy. OFFICE ADMINISTRATIVE TRAINEE, 11/2019 - 03/2020 PUP Open University, Manila City • Shadowed daily activities of office staff to gain understanding of the scope of work. • Executed administrative tasks under managerial supervision to optimize workflow. • Handled phone calls and responded to emails on behalf of staff, keeping senior members free to focus on larger issues. • Sorted and distributed incoming mail to manage communication flow. • Classified and coded documents for easy staff access and retrieval. SKILLS EDUCATION • Customer needs analysis • Communication skills • Active listening • Administration • Customer Service • Outbound call management Polytechnic University of The Philippines, Manila, 2022 Bachelor of Science: Education • Bachelor of Business Technology and Livelihood Education Graduate • Magna cum Laude Academic Achievement Award • The course encompasses the learning areas in the elementary, secondary, college, and vocational/technical schools the courses in office and business technology (office procedures, keyboarding, shorthand, bookkeeping, accounting, business mathematics, management, marketing, entrepreneurship, merchandising, and computer education) as well as in livelihood education courses (home technology, food, and cosmetology, basic drafting, basic electricity, basic electronics, plumbing, carpentry and masonry). Polytechnic University of the Philippines, Manila, 2018 Senior High School: Humanities and Social Sciences • "With Honor" Academic Achievement Award Novaliches High School, Quezon City, 2016 Junior High School Damong Maliit Elementary School, Quezon City, 2012 Elementary