JOEY FRANCISCO YAP
Customer Service
Representative/Sales/Technical
Support/Collection Specialist
ABOUT ME
Experienced and reliable customer service, technical support, sales, and
collections representative with over 9 years of expertise. Dedicated to
resolving customer issues, delivering positive and profitable solutions, and
upholding company core values. Open to feedback, eager to learn, and
committed to applying my skills to drive success.
WORK EXPERIENCES
Sutherland Global Services
Customer Service Representative /Technical Support / Amazon Kindle Care
--Blk 4 lot 2 Florida residences
Brgy. Saguin, City of San
Fernando Pampanga
Specialist
August 2015 to May 2017
• Helped customers with their orders
Handles and resolves billing errors
• Served as escalation point for orders error for Amazon orders.
• Responsible for prospecting and selling books and content delivery services.
• Specialize in the sales and promotion of technological products and services.
Concentrix Philippines
Customer Service Representative/Sales
June 2017 – September 2022
Handled AT&T and DIRECTV Customers
Served as the first point of contact, handling high-volume inbound and
outbound calls while engaging directly with customers throughout all phases
of the sales process.
Managed an average of 50-100 calls per day, efficiently addressing
customer inquiries, resolving concerns, and providing tailored solutions.
Identified customer needs, recommended relevant products or services,
and ensured a positive customer experience from start to finish.
Handled and resolved billing errors, ensuring accurate adjustments
and customer satisfaction.
Remote Employee BPO Philippines
Executive Collections Specialist I
October 2022 to April 2024
• Contact customers via outbound phone calls to secure balance of debt by
negotiating payment terms and methods.
• Providing promotion that can help the customers with their payments.
Unifin International Inc
Collection Specialist
April 08 2024 up to February 09 2025
• Contacting delinquent customers via phone, email, or letters.
• Negotiating repayment plans and settlements.
• Ensuring compliance with company policies and debt collection regulations
SKILLS
Creativity
Negotiation
Critical Thinking
Problem-Solving
Decision-Making
Time Management
Strategic Planning
Conflict Resolution
Adaptability
Emotional Intelligence
Team Collaboration
Communication Skills
LANGUAGE
English
Filipino
CORE COMPETENCIES
Willing to work different shifts.
Professional and compassionate with excellent
written and oral communication skills, along with
strong comprehension and writing abilities.
Proficient in Google Suite, Microsoft Office
applications, and CRM systems.
Skilled in handling inbound and outbound
customer interactions.
Customer-centric attitude with a strong focus on
delivering exceptional service.
Experienced in multitasking and thriving in a fastpaced environment while remaining calm under
pressure.
Willing to learn and be coached to improve skills
and performance.
