Joyce Ann Luching
Customer Support Specialist
A knowledgeable and dedicated customer service professional with extensive experience
in the Customer Service industry. I am a solid team player with an outgoing and positive
demeanor, excelling in establishing rapport with clients. I specialize in quality, speed, and
process optimization, enhancing customer experiences through service-oriented
behaviors, understanding customer desires, and providing customized solutions to foster
loyalty.
Contact
Experience
Mobile
May2019 - March2023
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TaskUs
Email
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Address
Blk 42 Lot 3 Area C, Brgy San
Martin, City of San jose del Monte,
Customer Support Representative
Maintained customer satisfaction with forward-thinking strategies focused on
addressing customer needs and resolving concerns.
Consistently recognized as a top-performing agent for exceeding Key Performance
Indicators (KPIs) on multiple occasions.
Proficiently assisted customers through various channels including inbound and
outbound calls, chat, and email, ensuring exceptional service and satisfaction.
Bulacan
Education
November2017 - September2018
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Chat Support
Associate Degree
Bulacan Polytechnic College
Expertise
Concentrix
Utilized sales strategies to actively engage customers and deliver tailored solutions
that meet their specific requirements.
Collected essential customer information, including payment details, addresses, and
phone numbers, in order to process and place orders accurately.
Effectively addressed product or service-related concerns to enhance sales and
customer satisfaction.
Customer Support
July2017 - October2017
Technical Support
Teleperformance
Chat and Email Support
Technical Support
Communication tools
Process Flows
55 WPM
Successfully resolved a wide range of technical issues across multiple systems and
applications.
Provided valuable assistance to customers in identifying issues and effectively
communicated solutions to restore service and functionality.
Used ticketing systems to manage and process support actions and requests.
November 2012-January2013
Expert Global Solution
Customer Support (project-based)
Collected data such as assets, salaries, debts and employment status for loan
application.
Evaluated credit histories and eligibility for obtaining tax refund advance loan
May2013 - June2017
ESL Teacher
Jiesen English and Actions Language
Increased ESL students' English levels by integrating online word games and altering
lesson plans for students needing extra guidance.
Instructed students from diverse cultural backgrounds in the fundamentals of English
grammar and conversational speaking skills.
