Joanna Mari Abendan

JOANNA MARI B. ABENDAN C U S T O M E R S E R V I C E-S A L E S R E P R E S E N T A T I V E S O C I A L- M E D I A M A N A G E R About Me Personal Details Contact--Zone 4-A Magtuto Compound Concepcion Pequena, Naga City Education STI COLLEGE MUNOZ-EDSA 2016 - 2024 Bachelor of Hotel and Restaurant Management Detail Oriented Upselling Average Communication Rapport Builder Content Creation Inventory Management Affiliate Marketing Tools/Software CRM Tool: Salesforce Slack Canva Cap-Cut Nice Incontact MIcrosoft Office References Alexa Valencia Team Leader,Operatoins Email : Experience Barista/ Social Media Manager Royaltea Brew Cafe Jan.31,2024-March 2025 Creating a content and schedule calendar for consistent posting for Facebook and Tiktok. Monitoring social media accounts for comments, messages, and reviews. Tracking and analyzing key metrics like reach, engagement, and clicks. Managing ordering and inventory of srtocks. Customer Service Representative Skills Phone: I’m a passionate Customer Service Professional, Sales Representative, and Social Media Manager with a Bachelor’s degree in Hotel and Restaurant Management and a proven track record in both the travel and food & beverage industries. With over 1 year and 7 months of experience in the travel sector, I specialized in handling inbound and outbound calls, messaging, and email support—consistently delivering exceptional customer experiences. I take pride in my ability to build strong rapport with customers, resolve issues quickly, and drive results. In my most recent role as both a Barista and Social Media Manager at Royaltea Brew Café, I’ve combined creativity with strategy—capturing and producing high-quality visual content, managing daily interactions across social platforms, and ensuring all digital communications align with the café’s unique tone and aesthetic. I’ve played a key role in growing the brand’s online presence and deepening customer engagement. Key Achievements: Top Agent – October 2022: Recognized for exceeding performance targets and delivering outstanding service. Quick Fixer Commendation: Resolved customer issues efficiently, achieving a 15-minute Average Handling Time (AHT). Proven Sales Performer: Ranked consistently among top Sales Associates through persuasive communication and customer-focused service. -- Sutherland Global, Philippines - Cam Sur Site Jan.31,2022-June 2023 Assisted customer complaints ,providing quality support in timely manner Communicating effectively with the customers through various channels including phone, email and chat. Delivered exceptional customer service, by resolving their issues with strong problem solving skills. Telesales Representative Sutherland Global, Philippines - Cam Sur Site Jan.31,2022-June 2023 Manage customer call by helping them book their preferred tour, transportation and activity pass. Introducing all the features and benefits that they will be getting from the activity. Assisted customers booking by arranging their arrival transportation to the hotel and departure. Maintaining a strong after-sales in every call. Data Entry/Data Analysis Grand Paragon Oct.26,2020- May 2021 Compile and analyzing data Reviewing entered data to check for errors, inconsistencies, or incomplete information, ensuring data integrity. Sorting and arranging data into proper categories to make it easier to search and retrieve. Commendation TEAM TOP AGENT Top agent in the month of October 2022 QUICK FIXER’S Ending the month of October with 15 minutes overall AHT