Joel Acebes

JOEL D. ACEBES - •-• Taytay, Rizal PROFESSIONAL EXPERIENCE Customer Service Representative Quezon city, Philippines CALLHOUNDS Global – Philippines September 2024 – May 2025  Provided real-time, high-quality customer support via live chat, resolving inquiries related to orders, returns, payments, and product details in a fast-paced e-commerce environment.  Achieved a 95%+ customer satisfaction rating by delivering prompt, empathetic, and accurate solutions while adhering to TEMU’s service standards.  Assisted 100+ customers daily with order tracking, refund processing, promotional offers, and technical issues, ensuring a seamless shopping experience.  Collaborated with cross-functional teams (Logistics, Payments, and Seller Support) to escalate and resolve complex customer concerns efficiently.  Maintained detailed records of customer interactions in the CRM system, contributing to data-driven improvements in service quality.  Upsold TEMU membership benefits and promotional deals, increasing customer retention and engagement.  Stayed updated on TEMU’s policies, product updates, and FAQs to provide consistent and knowledgeable support.  Identified recurring customer pain points and provided feedback to management to enhance service processes. SME – GCASH verification team Quezon city, Philippines TECHMAHINDRA April 2023 – February 2024  Conducted thorough identity verification (KYC) and document authentication for new and existing GCash users, ensuring compliance with Bangko Sentral ng Pilipinas (BSP) regulations and anti-fraud policies.  Processed 100+ verification requests daily with 98% accuracy, minimizing fraudulent accounts while maintaining a fast turnaround time for legitimate users.  Investigated and resolved discrepancies in submitted documents (IDs, selfies, proof of address) by cross-referencing data with government databases and internal systems.  Assisted in fraud prevention by flagging suspicious accounts, escalating potential security risks, and collaborating with the Risk and Compliance team for further review.  Provided escalation support to customer service teams for verification-related concerns, improving resolution efficiency and user satisfaction.  Maintained detailed records of verification outcomes and generated reports to track trends, helping optimize the KYC process.  Stayed updated on GCash’s security policies, BSP guidelines, and emerging fraud tactics to ensure robust account screening.  Contributed to process improvement initiatives, reducing verification errors by 15% through enhanced workflow recommendations. Acting Supervisor – Logistics and Tracking Taytay Rizal, Philippines MOTO ITALIA March 2021 – January 2023  Led a team of logistics coordinators and warehouse staff, overseeing end-to-end supply chain operations for motorcycle distribution, ensuring timely deliveries to dealerships nationwide.  Optimized route planning and fleet management, reducing transportation costs by 20% while improving on-time delivery performance to 95%.  Implemented real-time shipment tracking systems, enhancing visibility across the supply chain and reducing customer inquiries on order status by 30%.  Managed inventory accuracy (99.8%) through regular audits, cycle counts, and ERP system updates, minimizing stock discrepancies and shortages.  Resolved escalated logistics issues, including delayed shipments, damaged goods, and last-mile delivery challenges, maintaining strong dealer relationships. CUSTOMER SERVICE SKILLS AND COMPETENCIES        Communication & Interpersonal Skills Problem-Solving & Critical Thinking Technical & Product Knowledge Customer-Centric Mindset Efficiency & Time Management Teamwork & Collaboration Sales & Retention Skills EDUCATION TVL Information Technology ACLC College of Taytay-