Joy Santos

JOY A. SANTOS-- WORK EXPERIENCES: Service Plus Home Warranty - Customer Service Representative (June 2024 – January 2025) – Work from Home • Answering incoming phone calls of Claim inquiry and Billing system. • Provides excellent customer service to the customer in terms of status of policy and claim. Verizon Business Metro Private Line Senior Technical Support Professional – Ethernet Test and Install ACD Tech (Sykes Asia - April 2013 ) – Onsite • • • responsible in providing technical assistance to field Techs calling in for dispatch of beas box installation. supervise Installation, Turn-up and Test, Commissioning, Provisioning, and Rolling Traffic into New and Newly Optimized Fiber Optic Systems Call receipt. contributes to other projects/initiatives for process and account performance improvement. Verizon Business Metro Private Line Senior Technical Support Professional – Install Circuit Action Team (ICAT) ( Sykes Asia -November 2011 – April 2013) • • • responsible in checking and sending out dispatches for physical wiring / patching of escalated or non escalated provisioned orders. responsible in coordinating with the Field techs and provisioners in troubleshooting and resolving issues identified during wiring/ patching. address minor provisioning task for MECCA, BGW and F&E systems. Verizon Business Converged Cable Solutions Representative – Wholesale SIP ( Sykes Asia June 2005 – November 2011) – Onsite • Processes Order Entry for manual orders namely TWC and BHN Markets • • • • • Processes E-bonded Order Entry for TWC Market Processes Order Entry for Wholesale VoIP Handles Install Completes Spreadsheet for Wholesale Processes VIP Project for Wholesale VoIP Processes PREDAY, RADD ADEC/XDEC, TN Assigned, K99 and FFP orders for Wholesale VoIP Receives and files ticket for alarms in HEARTBEAT segment of Wholesale VoIP. Order review and assignment for LOCAL MACD division of Wholesale VoIP. • • ACHIEVEMENTS: Verizon Ethernet Test and Install Achievement Award – December 2014 Verizon Certificate of Excellence Award – July – December 2009 Verizon Certificate of Excellence Award – July – December 2005 MCI Customer Services Representative (April 2004 – October 2004) Advance Contact Solutions (ACS) Makati City - Onsite • • • Provides excellent customer service to the customer in terms of general inquiry and Billing system. Upsell products that would benefit the customer. Assist in minor troubleshooting and provides technical support to customer. QUALIFICATIONS • • • • • • • Excellent communication skills (verbal & written, technical & interpersonal) Strong command of the English language (verbal & written) Proficient in email writing with excellent training on composition, grammar and syntax. Highly skilled in the use of PC systems and applications. Able to work under pressure, set priorities and make well- considered decisions. Has strong customer care experience in dealing with business customers. Eager and easy to absorb new task given the proper training/instructions. EDUCATIONAL BACKGROUND Tertiary: Far Eastern University (FEU-NRMF) Bachelor of Science in Physical Therapy 1996 - 2003 Secondary: Malate Catholic School 1992 – 1996 Elementary Malate Catholic School-