Princess Jenny Intia Estacion

PRINCESS JENNY INTIAESTACION Introduction I have over a decade of experience across merchandising, retail, customer service, technical support, and quality assurance. I started working in 2013 then I transitioned to the BPO industry in 2018, quickly advancing from support roles to quality team. I've handled multiple channels such as: voice, email and chats. Blk 52 Lot 21 Daffodil cor Lotus St. Leveriza Heights Subdivision, Tayabas, Isabang, Quezon 4327 Education Tugatog National High School - Skills Problem-solving Team Collaboration Critical thinking Tech-Savvy Time management Customer-Centric Mindset Channel Switching & Multitasking Live Chat & Email Support E-commerce Platform Knowledge University of Caloocan City Network and Devices Troubleshooting BS Education Major in TLE Troubleshooting - Order Management Attention to Detail Quality Assurance Work Experiences Colgate Promo Dizer Robinsons Supermarket NOVEMBER– DECEMBER 2013 Reason for Leaving: Project Based Ascof Sampler Mercury Drug Corporation JANUARY - FEBRUARY 18, 2014 Reason for Leaving: Project Based Tasks and Responsibilities Promoted and demonstrated products to customers, highlighting key features and benefits Maintained clean, organized, and visually appealing display areas Monitored stock levels and ensured proper labeling of products Assisted customers with inquiries, store policies, and product recommendations Reported sales performance and customer feedback to the supervisor Promoted and demonstrated products to customers, highlighting key features and benefits Maintained clean, organized, and visually appealing display areas Monitored stock levels and ensured proper labeling of products Assisted customers with inquiries, store policies, and product recommendations Reported sales performance and customer feedback to the supervisor Ever Bilena Beauty Consultant Robinsons Supermarket APRIL 15 - NOVEMBER 3, 2014 Reason for Leaving: End of Contract Selling Door Sales Clerk Savemore Supermarket JANUARY 31 – JUNE 20, 2015 Reason for Leaving: End of Contract Technical Expert Alorica Philippines JULY 2018 – MAY 2020 Reason for Leaving: CoVid Layoff Account Expert Teleperformance Philippines OCTOBER 2020–FEBRUARY 2021 Reason for Leaving: Promoted Technical Expert Teleperformance Philippines March 2021 - May 2021 Reason for Leaving: Promoted Assisted customers in selecting makeup products based on their needs and preferences Provided personalized product recommendations and demonstrated proper application techniques Offered beauty tips and advice to enhance customers’ routines and product use Stayed updated on the latest beauty trends and new product releases Delivered excellent customer service to ensure a positive shopping experience Responded to customer inquiries, explained store policies, and provided helpful recommendations Reported sales performance and customer feedback to the supervisor Managed inventory, including stock replenishment and item preparation for display or delivery Ensured all stocks were properly labeled, organized, and accurately recorded in the system Coordinated with merchandizers and promo dizers to maintain product availability Create shelf tags and processed return-to-vendor (RTV) requests using Outlook Notified the workers about product promotions and updates Supported smooth store operations behind the scenes through effective communication and organization Assisted customers with troubleshooting and resolving product or accountrelated technical issues Provided both basic and advanced support over the phone with clear, stepby-step communication Filed tickets directly to the engineering team for complex issues and followed up with customers once updates were received Documented each customer interaction accurately in the system for tracking and quality purposes Escalated unresolved or high-level concerns to the appropriate department when necessary Adapted quickly to new technologies and evolving customer needs Ensured fast, reliable, and customer-focused support to maintain high satisfaction levels Supporting teams when asked or requested during training and giving flyby coaching and feedback for trainees. Assisted customers via phone with concerns, questions, and service-related issues Provided clear and helpful solutions while maintaining a friendly and professional attitude and following PTR (Path To Resolution) Documented all customer interactions and followed up on unresolved calls Handled payments and processed orders for plans, devices, and line additions Assisted with basic troubleshooting and account changes Arranged payment plans and ensured a smooth, positive customer experience Ensured fast, reliable, and customer-focused support to maintain high satisfaction levels Supporting teams when asked or requested during training and giving flyby coaching and feedback for trainees. Assisted customers with troubleshooting and resolving product or accountrelated technical issues Provided both basic and advanced support over the phone with clear, stepby-step communication Filed tickets directly to the engineering team for complex issues and followed up with customers once updates were received Documented each customer interaction accurately in the system for tracking and quality purposes Escalated unresolved or high-level concerns to the appropriate department when necessary Adapted quickly to new technologies and evolving customer needs Ensured fast, reliable, and customer-focused support to maintain high satisfaction levels Supporting teams when asked or requested during training and giving flyby coaching and feedback for trainees. Quality Assurance Analyst Teleperformance Philippines June 2021 - December 2022 Reason for Leaving: Account Pull Out PS Chat Support Teleperformance Philippines JANUARY 2023–JULY 19, 2023 Reason for Leaving: Schedule Chat TSR Associate I TTEC Philippines OCTOBER 06, 2023 - OCTOBER 25, 2025 Reason for Leaving: Account Pull Out Cater 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. Do RCA and ticking KPI' s to each and every interaction. Join meetings and do MoM. Join Triage Coaching and Escalated Coaching Session. Creating Sheets for reports and occasionally sending CRT report when needed/asked. Do Side-by-Side coaching when needed. Assist Training Team for Quality Assurance Talk while PT and join nesting for Quality Check. Create/Brainstorm SOP for agents for specific issues. Assisted customers via online chat with inquiries, order processing, refunds, subscription cancellations, and price matching Responded promptly and clearly while maintaining a professional and helpful conversation Efficiently handled up to 3 simultaneous chats while ensuring accuracy and attention to detail Documented each customer interaction for tracking and quality purposes Aimed to deliver a smooth, satisfying, and efficient support experience for every customer Supporting teams when asked or requested during training and giving flyby coaching and feedback for trainees. Assisted customers via email, chat, claims and phone (when requested), providing support across multiple platforms Handled a wide range of concerns, including general inquiries, technical issues, and order-related questions Filed replacements and processed orders using Shopify and Salesforce Ensured prompt, clear, and professional communication across all support channels Accurately documented each interaction for tracking and follow-up Managed multiple support channels efficiently while maintaining high quality service Supporting teams when asked or requested during training and giving flyby coaching and feedback for trainees.