Jonah Crizia L. Traquena

Jonah Crizia L. Traquena 1632 B Galaxy Street, Constellation Homes, Barangay San Isidro, Angono, Rizal Cell Phone:- Email:-Summary Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Highlights High customer service standards Very Patient and Diligent Exceptional telephone etiquette Troubleshooting Skills Windows Programs Accomplishments Customer Assistance Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed. Customer Service Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts. Experience Microsourcing Philippines Incorporated Eastwood City Libis, Quezon City Subject Matter Expert February 2015 to November 2017 Started as one of the representatives under the company Releasepoint, doing outbound calls to facilities including doctor’s office or clinic, medical centers and hospitals to retrieve medical records of patients claiming for insurance benefits. After less than a year of being an outbound representative, I became a Subject Matter Expert and acted as the assistant to the Team Manager. Handled supervisor’s queue and escalations, provided regular one-on-one coaching for the representative, and conducted quality evaluations. Directly communicated with the clients through email and phone calls. Convergys Eastwood City Libis, Quezon City Technical Support Consultant July 2014 to February 2015 Provided base level Technical support to consumers and small and medium business owners with their mobile phones and mobile broadbands. Resolved customer complaints and concerns with strong verbal and negotiation skills. Informed customers about issue resolution progress. Supported customers having data connectivity issues. Teletech Cainta Rizal Technical Support Consultant April 2012 to December 2012 Provided base level Technical support to consumers and small and medium business owners with their mobile phones and mobile broadbands. Resolved customer complaints and concerns with strong verbal and negotiation skills. Informed customers about issue resolution progress. Supported customers having data connectivity issues. 24/7 Customer Phil. Inc Makati City Customer Service Representative August 2011 to March 2012 Support customers with online billing and account issues. Provided thorough support and problem resolution for customers. Referred difficult issues to upper management while maintaining positive rapport with customer. Maintained composure and patience in face of difficult customer situations. Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion. Teletech Cainta Rizal Technical Support Representative April 2009 to July 2009 Provided base level IT support to AT&T High Speed Internet Subscribers in United States of America. Supported customers having data connectivity issues. Provided thorough support and problem resolution for customers. Stream Global Libis Quezon City Customer Service with Sales Representative Aug 2007 to September 2008 Assisted RCI members in booking their vacations as an exchange of their timeshares. Informed customers about sales and promotions in a friendly and engaging manner. Tracked down sources of special products and services to meet customers' special needs. Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates. Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction. Recommended and helped customers select merchandise based on their needs Education National College of Business and Arts Taytay Rizal Philippines Finished Bachelor of Science in Management Major in Marketing