Josebel Luces
Customer Service Representative /General Virtual Assistant
-
◇
-
◇
Silay City Negros Occidental, 6116, Philippines
◇ LinkedIn
◇
Open to Remote
SUMMARY
Dynamic Customer Service and Retention Specialist with over 14 years of experience in enhancing customer satisfaction and
driving retention through innovative strategies. Expertise in problem-solving and conflict resolution fosters strong
relationships and loyalty among clients. Demonstrating strong communication and active listening skills at addressing
customer needs with precision and care. Eager to leverage these skills as a virtual assistant, offering administrative support
and excellent client interactions.
EMPLOYMENT HISTORY
Customer Service Representative /Retention Specialist
Jan '18 — Apr '25
CONCENTRIX
Committed to continuous improvement and adapting strategies to elevate the customer experience.
Optimized revenue by retaining existing customers and maximizing the current customer base.
Communicated with clients to retain businesses and services, increase loyalty, and create solutions to consumer issues.
Responsible for handling all sales activities.
Technical Support Representative
May '15 — Nov '17
TELEPERFORMANCE
Troubleshot issues on device-specific problems, network performance, and internet connectivity.
Developed in-depth knowledge of products and services, educate users on product features and benefits.
Delivered support for internet service and connectivity-related issues pertaining to operating system.
Investigated advanced technical issues related to networks and providing expert advice where required.
Billing Specialist
Apr '12 — May '15
TELETECH
Resolved customer inquiries regarding billing, charges, and payments quickly and effectively.
Maintained accurate and complete billing system and process.
Provided timely follow up on past due accounts using phone calls, emails or letters.
EDUCATION
Bachelor in Secondary Education Major in English, Carlos Hilado Memorial State University
Jun '07 — Apr '11
Talisay City, Philippines
CERTIFICATIONS
Freelance Academy Virtual Assistant Training
Apr '25
AWARDS
Best in NPS (Net Promoter Score)
Top Seller
CSAT Hero
Top Seller
Top Performer 3rd Quarter of 2023
Top CSAT Award
Dec '24
Jul '24
Jul '24
Jun '24
Nov '23
Dec '18
SKILLS
Customer Support and Client Relations Customer Service, Technical Support, Customer Retention, Slack, Zoom, Canva
Email and Calendar Management Scheduling, Tools Proficeincy, Google Workspace, Trello, Asana
Problem Solving Critical Thinking, Decision Making Skills
Work Ethic Hard Work and Dedication, Integrety, Discipline
Sales CRM, Canva
