Joferson Salo

JOFERSON SALO Customer Experience Specialist – Voice, Chat & Back Office Operations - - Pampanga Profile Dedicated and performance-focused Customer Experience Specialist with over 7 years of experience in voice, chat, email, and back office operations. Skilled in providing exceptional customer support while managing documentation, records control, and administrative tasks. Adept at using CRM platforms, ticketing systems, and document management tools to streamline workflows, enhance customer satisfaction, and ensure data accuracy. Recognized for delivering consistent, high-quality service across multiple channels while supporting cross-functional teams and maintaining confidentiality and compliance in all processes. Key Skills Document Control & Records Management Version Controls, Digital Filing Systems & Archiving Reporting & Data Accuracy Scheduling, Dispatching & Work Order Management Multi-Department Communication Customer Experience Support (Voice, Chat, Email) Work Experience Helpdesk & Documentation Specialist – Connext Intl Inc. (NFTYDoor) Mar 2024 – Aug 2025 Managed and maintained precise documentation of client interactions and mortgage loanrelated records to meet compliance and audit requirements. Developed and standardized document templates to streamline repetitive processes and ensure version control. Provided administrative support to internal departments by tracking, retrieving, and updating documentation, improving turnaround time and operational efficiency. Service Support Specialist – IQOR (AHS) Mar 2023 – Dec 2023 Coordinated service requests and dispatch documentation, ensuring accurate recordkeeping of work orders and schedules. Delivered administrative support by managing incoming data, escalations, and customer inquiries while maintaining accessible service records. Utilized CRM systems to track order documents, maintain logs, and streamline communication between clients, vendors, and internal teams. Order Management / Dispatch Coordinator – Concentrix | Feb 2020 – Jan 2023 (Pearson) Oversaw processing and dispatch of large volumes of orders; tracked progress and resolved escalations swiftly. Collaborated with warehouse/logistics teams, demonstrating cross-department coordination essential for hotel operations. Prepared daily/weekly reports to assist in forecasting and inventory management— applicable to monitoring housekeeping supplies. Travel Sales & Reservations Specialist – Intelenet Global | 2018 – 2020 (United Airlines) Delivered excellent customer service in a high-volume environment, handling inquiries, complaints, and special requests with professionalism. Managed end-to-end booking processes, mirroring attention to detail and guest-centric approach needed in hospitality. Collaborated with multiple departments to coordinate client needs, building transferable skills in guest satisfaction and service standards. Seminars & Trainings Attended Records and Document Management Seminar – PRMA, March 2023 Records retention, version control. Customer Service Excellence Training – AIM Training Center, July 2022 Client communication, complaints handling, conflict resolution. Microsoft Office & Digital Documentation Workshop – TESDA, Nov 2021 MS Office tools, digital filing, document security. Tools & Systems Zendesk Salesforce CRM ZOHO Sharepoint PowerBI Dropbox Microsoft office Education High School Diploma – Isabela National High School, Ilagan City (2012) Character References: Elvin Francis Nair Global Contract Loading Manager, dnata Travel Contact details available upon request. Princess Ann Lagman Team Manager – Connext / NFTYDoor