Joanne Gonzales
$9/hr
Jack of All Trades - CSR, Order Processing, VA, Lead Generation, Research & Data Entry
Joanne Gonzales
Mobile: +639-
Skype: jgonzales.anne
Email:-
Skills, Knowledge and Abilities
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Dynamic and result-oriented individual with over 10 years of combined customer service experience
in Technical Support and Customer Care, Voice and Non–voice.
Excellent Verbal and Written English Communication.
Experienced in working under pressure and could adapt quickly to changes in procedures and
guidelines.
Competent in MS Office such as Excel, Word, Outlook and Presentation and other web based
applications
Work Experience
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Customer Service Representative | Airpads & Hostie
Home based
(December 2018 – November 2019)
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Part Time Customer Service Representative | Profit Spy
Home based
(July 2016 – Ongoing)
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Managed client's Shopify Store – upload items, update inventory, create new promotions and
update customers of their order status.
Support customers via email, chat and over the phone.
Manage Airbnb inboxes
Create product videos via Windows Movie Maker and upload them on YouTube to increase sales.
Write product descriptions
Customer Service Representative | Dwellers & Heritage (Talipot Apartments)
Home based
(August 2016 -)
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Handle customer support for newly acquired Amazon to eBay arbitrage site via email.
Setup user account for new members and delete account access for non-payment users.
Send refund requests to appropriate department.
Setup trial account as requested. o Troubleshoot product scraping issues.
Customer Service Representative/Virtual Assistant | Jumbo Funs
Home based
(April 2017 - July 2017)
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Handle customer support for guests/ travelers via email, chat and phone.
Manage calendar of every property owned
Process travel credits, relocations, modifications, cancellations and refund requests
In charge of sending invoices, payment reminders, check-in and check-out instructions to guests
Provide customer support over Airbnb, Booking.com, Expedia, VRBO and Agoda
Communicate with hotel partners like MGM, Vdara and Ala Moana regarding daily bookings and
urgent matters
Organize housekeeping and maintenance schedule
In-charge in creating cleaning report and guest lists
Support customers via email, chat and over the phone.
Provide customer support over Airbnb, Booking.com, Expedia and Hotels.com
Regularly send guests payment reminders, check-in and check-out instructions
Organize housekeeping and maintenance schedule
Part Time Virtual Assistant | Horizon Media
Home based
(September 2015 – June 2016)
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Manage schedules and meetings (includes prioritization of partners meetings) and respond to
emails from new and old partners.
Convert PDF files to Excel files.
Online Research
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Air Traffic Controller | Upwork (Formerly oDesk) & Elance – Chat, Ticket and Phone Traffic
Home based
(January 2015 – September 2015)
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Customer Service Specialist | Charlie’s Drawings
Home based
(October 2015 – December 2015)
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Handled sellers’ and buyers’ complaints. o Reviewed accounts for suspensions and restrictions.
Educated members about listing policy violations, considerations in removing a negative or
positive feedback and selling limitations.
Answered basic buying and selling inquiries.
Increased company profit by offering “Buyer Protection.”
International Travel Specialist | MetGlobal Philippines – (B2B) Hotelspro
Ortigas Center, Pasig City
(March 2010 – March 2012)
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Responsible in processing mortgage payments, refunds and corrections.
Assisted borrowers in signing up an online account and in setting up automatic payment.
Sent requested documents to borrowers and third parties such as Mortgage Notes, Deeds, Billing
Statements, Release of Lien etc.
Submitted tickets or research requests for more complex issues like missing payments, late fee
adjustments, credit disputes etc.
Increased company profit by offering refinancing.
Tier 2 Consultant | Sutherland Global Services – eBay.com (Trust and Safety – Appeals)
Kalayaan Avenue, Taguig City
(May 2012 – December 2012)
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Managed customer inquiries, order modifications and order cancellations on client’s Fiverr
accounts.
Processed writing, proofreading, voiceover/ voicemail greeting and whiteboard animation orders.
Responded to customer messages following the average 12 hour response time.
Responded to service provider/ staff inquiries about new and existing orders.
Managed late and extra fast orders (rush orders).
Managed company Twitter and Facebook accounts and pages.
Customer Service Specialist | TATA Consultancy Services Inc. – Nationstar Mortgage LLC.
Bonifacio Global City, Taguig City
(March 2013 – September 2014)
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Managed customer inquiries, order modifications and order cancellations on client’s website.
Educate interested customers about drawing packages, prices, processing time and shipping.
Escalated complex issues as per standard procedures.
Managed late and extra fast orders (rush orders).
Managed client’s Facebook accounts
Customer Service Specialist |The Oranje Company – Fiverr
Home based
(January 2015 – May 2015)
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In-charge of making regular recommendations to team leaders to ensure utilization is within
target.
Responsible for the movement of agents from tickets to chats or vice-versa depending on chat
queue.
Monitored chat, ticket and phone call volume behavior.
Initiated reports for possible program, website and tool issues
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Provided business to business support through email and over the phone service.
Processed international hotel bookings, reconfirmations, cancellations and amendments.
Submitted refund requests using our back office system.
Made phone calls to suppliers and hotel partners to resolve emergency and future bookings.
Technical Support Representative | Convergys Philippines – AT&T (Bellsouth and SBC Global)
Commonwealth Ave., Quezon City
(August 2008 – February 2010)
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Supported DSL connection for residential, business and SOHO (Small Office – Home Office).
Offered fixes for internet connection issues on desktop computers and laptops.
Provided step by step guidance in email account configuration on clients such as Windows Mail,
Thunderbird and Outlook
Assisted customers with their webmail concerns such as resetting the password, adding subaccounts and;
Responsible in deciding whether a Technician Dispatch is necessary to resolve a more difficult
issue.
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Customer Service Representative |Sitel Philippines – NZ Telecoms
Boni Ave. Mandaluyong City
(September 2006 – May 2008)
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Email Customer Care Specialist | Sitel Philippines - (B2B) Cypress Semiconductor
Eastwood Libis, Quezon City
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Handled reports of lost or stolen phones and replacement requests.
Increased company profit by topping up mobile phones in different denominations.
Performed basic troubleshooting steps for faulty handsets over the phone.
Provided customer assistance regarding phone features and uses.
Processed sample requests from students and companies worldwide for semiconductor products
used in producing machines and other devices thru our back-office tools.
Outbound Sales Representative | Enfra USA – Sun Rocket VOIP
Ortigas Center, Pasig City
(January 2006 – September 2006)
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Increased company’s profit by offering and selling VOIP products and services to businesses and
residential.
Assisted customers in the installation of VOIP system and set up features like call forwarding/ call
routing, voicemail etc.
Education
Computer Engineering
Polytechnic University of the Philippines
Sta. Mesa, Manila (2003 – 2006)
