Khris Joquino

Khrisna Marie Joquino Customer Support Specialist | Team Lead | Admin/Virtual Assistant Cebu City, Philippines 6000 (-- EXPERIENCE SKILLS Upwork — Customer Support Team Lead (remote role) ​Customer support June 2014 - February 2023 ​Customer service ○ Supervised a team of Customer Support agents, monitor my team members’ progress, oversee their daily tasks, and ensure the team’s success by creating strategies to reach our goals ​Online chat support ​Helpdesk support ​Email support You may view my Upwork profile below with my work history in the platform: ​Zendesk https://www.upwork.com/freelancers/~0144d91a7ffac5bb58 ​Google Suite ​Slack ​Ticketing systems ​Team management Upwork— Virtual Assistant / Growth Manager (remote role) ​KPI Reports Real Estate company (US) ​Online research December 2016 - January 2018 ​Metrics reporting ○ Analyzed and compiled data to prepare comprehensive reports for management. ​Data entry ○ Completed administrative tasks by performing business correspondence and data entry. ​Administrative support ○ Managed electronic and paper filing systems, maintaining documents and accurately recording information. ​Data research You may view my Upwork profile below with my work history in the platform: ​Order fulfillment https://www.upwork.com/freelancers/~0144d91a7ffac5bb58 ​Real estate due diligence ​Virtual assistance ​Customer satisfaction ​Order processing ​Client retention ​Problem-solving ​Research and analytical skills Upwork— Customer Support Agent (remote role) February 2012 - June 2014 ○ Handle incoming chats and tickets using Zendesk and assist users with their account. You may view my Upwork profile below with my work history in the platform: https://www.upwork.com/freelancers/~0144d91a7ffac5bb58 Expedia — Travel Specialist February 2010 - June 2011 ○ Handle inbound calls for booking, changing and/or canceling international flight reservations, hotels, and car rentals - Travel expert for Expedia VIP customers or Expedia Elite PLUS - Used Sabre GDS (Global Distribution System) for storing and retrieving information and conducting transactions for air travel LANGUAGES English, Filipino, Cebuano (local dialect), Hiligaynon (local dialect) EDUCATION University of San Carlos, Cebu City, Philippines June 2000 - March 2022 Bachelor of Science in Electronics and Communications Engineering (undergraduate) Colegio San Agustin, Bacolod City, Philippines June 2003 - March 2006 Bachelor of Science in Computer Science (undergraduate) Cover Letter Dear Hiring Manager, My vast experience in the customer service industry for 15 years has honed my skills and I believe that I would be a great match for this exciting new challenge. I am confident that I have the needed skills and knowledge, but I also have the hunger to constantly develop these. I am well-versed in using Zendesk and Slack. Prior to freelancing, I also worked for several call center companies such as AT&T and Expedia as a customer service agent. I'm resourceful and proactive, I combine effective communication skills with extensive product knowledge to identify opportunities and deliver a satisfactory outcome for both customer and the company. I have high attention to detail, and am a critical thinker. I can work well under pressure to meet deadlines and I have excellent multi-tasking abilities. I am a sincere, loyal and dedicated individual who has a great deal of ambition. I love to learn, I can get along with others well, and am always up to a challenge. I am available to work full time, and I would very much welcome the opportunity to meet you and discuss my application further. Thank you very much. Regards, Khris