Princess Jenny Intia Estacion

Princess Jenny Intia-Estacion Princess Portfolio Page | 01 Princess Jenny Intia-Estacion Introduction Hi! I’m Princess Jenny Intia-Estacion, a Seasoned Customer Service with over 10 years of experience in customer service, technical support, multi-channel support and quality assurance. About Me About Portfolio I’m passionate about helping businesses stay organized, improve processes, and deliver great customer experiences. From handling voice, email, and chat support to creating SOPs and doing quality checks, I love finding smarter ways to get things done. Reliable, detailoriented, and always curious — that’s how I work. This will show you everything about my skills, experience, tools, what I can do and some hobbies and interest that I’m into. Page | 02 Princess Jenny Intia-Estacion About Me My Vision My Mission To become a go-to partner for clients seeking a dependable and proactive Virtual Assistant who delivers quality and care in every task. To bring professionalism, attention to detail, and a solutions-driven attitude to every project, ensuring both clients and their customers receive the best experience possible. Page | 03 Princess Jenny Intia-Estacion My Skills Customer Support (Voice, Email, Chat) Network and Device Troubleshooting I have solid experience in customer support across different channels — voice, email, and live chat. Overall, I’d say my strengths are communication, empathy, and multitasking — I enjoy making sure each customer leaves satisfied no matter which channel they use to reach us. I have experience in network and device troubleshooting as a Technical Expert in telecommunications. I am skilled at diagnosing and resolving connectivity issues, hardware or software malfunctions, and performance problems. I take my own, unique approach by identifying the root cause, implementing the appropriate solution, and ensuring that the issue is fully resolved. I also guide users clearly through the necessary steps, which helps resolve problems efficiently and prevents them from recurring. Quality Assurance I previously worked as a Quality Assurance Analyst, which helped me develop a strong attention to detail. My daily responsibilities included evaluating processes, identifying areas for improvement, and ensuring that quality standards were consistently met. In addition to that, I regularly coached and supported team members by providing feedback and helping them improve their performance. This experience strengthened both my analytical and mentoring skills, which I continue to apply in every role I take on. Problem-Solving & Critical Thinking I have strong problem-solving and critical thinking skills. I approach challenges by carefully analyzing the situation, identifying the root cause, and considering multiple solutions before deciding on the best course of action. I also think proactively to anticipate potential issues and find ways to prevent them. This approach helps me make informed decisions, solve problems efficiently, and deliver results that are both effective and sustainable. Order Management & Fulfillment I have experience in order management and fulfillment from my work in merchandising and chat support at Best Buy. I handled orders, tracked shipments, and resolved issues while assisting customers directly, which helped me develop strong attention to detail, organizational skills, and the ability to deliver a smooth customer experience. SOP and FAQ Creation I have experience creating SOPs and FAQs from my time as a Quality Assurance Analyst and while working as a multi-channel support. I developed clear and detailed documentation to standardize processes, ensure consistent quality, and make it easier for team members to handle customer inquiries across voice, email, and chat. This work strengthened my attention to detail, process evaluation skills, and ability to communicate complex information in a simple, user-friendly way. Page | 04 Princess Jenny Intia-Estacion My Skills Coaching & Team Collaboration Template & Macro Creation As a seasoned CSR, I have experience in coaching and team collaboration from my work as a Quality Assurance Analyst and in multi-channel customer support. I regularly guided team members by providing constructive feedback, sharing best practices, and helping improve performance across voice, email, and chat channels. This experience strengthened my ability to work effectively in a team, mentor others, and ensure consistent quality in customer service. I have experience creating templates and macros to streamline workflows and ensure consistency in customer communications. In my roles in Quality Assurance and multichannel support, I developed standardized responses for email, chat, and other communication channels. This not only improved efficiency but also helped maintain accuracy, professionalism, and a consistent customer experience. Attention to Detail I have strong attention to detail, developed through my experience in merchandising, retail, beauty, and the BPO industry. Whether managing inventory, evaluating processes as a Quality Assurance Analyst, handling customer inquiries across multiple channels, or fulfilling orders, I focus on accuracy, consistency, and quality. This skill helps me ensure that tasks are completed correctly the first time and that customers have a seamless experience. Customer-Centric Mindset I consistently prioritize the customer experience, drawing on my background in BPO, retail, merchandising, and multi-channel support. I focus on understanding customer needs, resolving issues efficiently, and ensuring satisfaction at every interaction. My approach emphasizes empathy, clear communication, and delivering solutions that create a positive and seamless experience for customers. Ticketing Systems Management I have experience using ticketing systems to manage and resolve customer inquiries efficiently. In my roles working as a multi-channel support, I tracked, prioritized, and followed up on tickets across voice, email, and chat channels. This experience helped me ensure that issues are addressed promptly, documentation is accurate, and customers receive consistent, high-quality support. Email Management I have experience managing customer communications via email, ensuring timely and accurate responses. I handled inquiries, resolved issues, and maintained a professional tone while providing clear and helpful information. This experience strengthened my ability to stay organized, manage multiple requests efficiently, and deliver a consistent, high-quality customer experience. Page | 05 Princess Jenny Intia-Estacion Work Experience Colgate Promodizer This is my very first job and my main task is to promote and demonstrate products to customers, highlighting key features and benefits. Ascof Sampler Selling Door Sales Clerk The same agency from Colgate contacted me directly and ask to be a part of another project based job. My main task is to promote and demonstrate products to customers, highlighting key features and benefits. Monitor stock levels and ensure proper labeling of products. After we move houses, I landed to another job that helped me upgrade my skills into logistics, return to vendor requests, inventory and team collaborations. Initiate meetings for all dizers for more details about their products. Ever Bilena Beauty Consultant I applied to one of my dream job at the time and apply my personal skills into makeup. My main task is to provide personalized product recommendations and demonstrate proper application techniques. Page | 06 Princess Jenny Intia-Estacion Work Experience Account Expert Technical Expert After giving birth, I decided to take a leap into BPO and landed being a technical expert. My main task is to assiste customers with troubleshooting and resolving product or account-related technical issues. File tickets directly to the engineering team for complex issues and follow up with customers once updates were received. Pandemic happened and I am one of the people who lost their job. I applied to a different company but same account to continue my role as a BPO worker. My main task is to assist customers via phone with concerns, questions, and servicerelated issues. Arrange payment plans and ensure a smooth, positive customer experience. Handle payments and process orders for plans, devices, and line additions Quality Assurance Analyst Technical Expert My supervisor knew that I am part of the team of the account before and she noticed my technical skills. So she decided to put me back to tech team and I had the same tasks as before. Overtime, one of my tech supervisors noticed my attention to detail and supervising others to ensure that the job gets done without compromising the quality so he suggested to get me into quality team. My main tasks are catering escalations, unresolved or high-level concerns to the appropriate department when needed. Review Call Recordings (recorded and live) and send feedback to each agent via email, looping their respective TL' s and follow up with coaching. Join Triad Coaching and Escalated Coaching Session. Page | 07 Princess Jenny Intia-Estacion Work Experience Chat TSR Associate I PS Chat Support The account got pulled out and I was the one of the agents who got reprofiled to retail account. My main task is to assist customers via online chat with inquiries, order processing, refunds, subscription cancellations, and price matching. Efficiently handle up to 3 simultaneous chats while ensuring accuracy and attention to detail. I decided to expand my knowledge more about BPO and landed being a multi support channel agent. I am supporting chat and email, phone and email, email and claims, email only, chat only and it depends on my supervisor where I can log in. Most of the time, I am on email and claims since I have the knowledge being a QA. Page | 08 Princess Jenny Intia-Estacion Tools Page | 09 Princess Jenny Intia-Estacion Sample Works Here’s some sample that I took initiative in my previous roles. Since we don’t have QA at the time, I used my knowledge and do this SOP’s. I’ve passed it to our Support then he passed it to our Manager and present it to the client. They are very happy and they even gave me a virtual award for creating this. Page | 10 Princess Jenny Intia-Estacion Awards Q3 Best Technical Expert Successfully entered 1% Global Tech Club, T-Mobile 2019 Top 8, Top 7, Top 4 Chat Support Recognized as part of Top 10 agents that met CPH, CSAT and QA, Best Buy 2023 TPH Goddess October 2024, met over 240+ tickets in just 1 day, Shokz Manila 2024 Fraud Analyst October 2024, special award from the client for creating and helping to detect frauds Page | 11 Princess Jenny Intia-Estacion My Contact If you have any questions, here’s my contact details so you can directly reach me. - - - Blk 52 Lot 21 Daffodil cor Lotus St., Leveriza Heights Subdivision, Tayabas, Isabang, Quezon, 4327, Philippines Page | 12 Princess Jenny Intia-Estacion Thank You Thank you for taking the time to check my portfolio. I truly enjoyed creating this and sharing how my experience in customer service, technical support, and quality assurance can contribute to your team. I’m passionate about improving processes, ensuring high-quality support, and helping teams succeed — whether it’s through SOP creation, multi-channel support, or problem-solving. I’m excited about the possibility of working together and bringing my skills to support your goals. Page | 13