Johnedel Quiaonza

JOHNEDEL QUIAONZA CSR/VIRTUAL ACCOUNT MANAGER PROFESSIONAL SUMMARY CONTACT 69 San Antonio, Santo Tomas, Batangas, Philippines 4234 SKILLS Customer Relationship Management (Zendesk, Asana, Hubdoc, GoHighLevel, Salesforce, Zoho, Xactimate & EZlynx) Negotiation & Account Management Data Entry & Internet Research Email & File Management Google Workplace Microsoft Office Customer Service & Client Communication Critical Thinking Attention to Detail Conflict Resolution Credit Card & Fraud Handling Non-Life Insurance & General Insurance Services Administrative Support & Calendar Management LANGUAGES English (Fluent) Filipino (Fluent) Resourceful and adaptable professional with a diverse background in customer service, travel and tourism, and financial account management. Proven expertise in handling general and non-life insurance processes, credit card services, and telecommunications support. Skilled in resolving customer issues, building strong client relationships, and enhancing customer loyalty. Adept in CRM systems, account negotiations, and virtual assistance, with a proactive approach to problem-solving and multitasking. WORK EXPERIENCE WorkExchange PH Inc. Virtual Account Manager/CSR - Support personal lines and non-life/general insurance processes, including new business, renewals, endorsements, and cancellations. Prepare Certificates of Insurance (COI), handle policy changes such as adding drivers or vehicles, and process client payments. Assist in claim management by coordinating with clients and carriers to ensure timely updates and resolutions. Ensure accuracy in policy documentation, recordkeeping, and reporting to uphold client trust and compliance standards, and assist with quote and proposal preparation. Calendar, Email, and File Management. Wells Fargo Customer Service Representative - Handled U.S. credit card customer accounts and fraud inquiries. Resolved disputes with accuracy and professionalism. Delivered efficient and customer-focused service in a fast-paced financial environment. Convergys Customer Service Representative - Handled U.S. credit card customer accounts and fraud inquiries. Responsible for leading, motivating, and developing a team of customer service representatives (CSRs) or agents within a fast-paced BPO environment. Provided product information and resolved service-related issues. Monitor daily, weekly, and monthly performance metrics such as AHT, CSAT, QA scores, attendance, and productivity. Analyze performance data and implement action plans for improvement. Handle escalations efficiently to ensure prompt resolution and client satisfaction. Drive alignment between client expectations and internal operational goals. Serve as the primary point of contact for client feedback, updates, and escalations. Sykes Asia Inc. Customer Support Specialist - Teletech Customer Support Specialist - Handled Australian credit card customer accounts and fraud inquiries. Provided product information and resolved service-related issues Managed prepaid telecommunications inquiries. Provided product information and resolved service-related issues Marvels of Travel Reservation and Ticketing Officer - Arranged airline bookings and hotel accommodations. Designed travel itineraries based on client preferences. Ensured accurate ticketing and smooth travel planning. EDUCATION Bachelor of Tourism Management - Lyceum of the Philippines – Laguna Secondary Education Saint Thomas Academy -