Joanne Gonzales
$15/hr
Expert in Customer Service, Order Processing, Virtual Assistant and Data Entry
JOANNE H. GONZALES
Mobile: -
Landline: (-
Skype: jgonzales.anne
Email Address:-
Objective
To professionally work and grow in a managed organization by utilizing my education, experience
and knowledge in mutually beneficial manner.
Skills, Knowledge and Abilities
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Dynamic and result-oriented individual with over 8 years of combined customer service experience
in Technical Support and Customer Care, Voice and Non–voice.
Good English Communication – Verbal and Written.
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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Part Time Virtual Assistant
Horizon Media – Email Handling, Prioritization, Scheduling & Online Research
(September 2015 – Current)
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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
Air Traffic Controller
Upwork (Formerly oDesk) & Elance – Chat, Ticket and Phone Traffic
(January 2015 – September 2015)
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In-charge of making regular recommendations to team leaders to ensure utilization is within
target.
Responsible in the movement of agents from tickets to chats or vice-versa depending on chat
queue.
Monitored chat, ticket and phone call volume behaviour.
Initiated reports for possible program, website and tool issues.
● Customer Service Specialist
Charlie’s Drawings
(October 2015 – December 2015)
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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
(January 2015 – May 2015)
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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.
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Customer Service Specialist
TATA Consultancy Services Inc. – Nationstar Mortgage LLC.
(March 2013 – September 2014)
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Tier 2 Consultant
Sutherland Global Services – eBay.com (Trust and Safety – Appeals)
Kalayaan Ave., Taguig City
(May 2012 – December 2012)
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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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Handled sellers’ and buyers’ complaints.
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.
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, Outlook and
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.
Customer Service Representative
Sitel Philippines – NZ Telecoms
Boni Ave., Mandaluyong City
(September 2006 – May 2008)
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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.
Customer Care Specialist (Email Support)
Sitel Philippines – (B2B) Cypress Semiconductor
Eastwood Libis, Quezon City
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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
