Santiago Jones

SANTIAGO JONES VIRTUAL ASSISTANT/CUSTOMER SERVICE AGENT PROFILE CONTACT -- Taytay Rizal, Philippines Experienced Customer Support Specialist with a proven track record in delivering exceptional service and resolving customer service issues. Skilled in customer service, Microsoft office, and communication. Adept at working in a team, multitasking, and thriving under pressure. Seeking a role to further develop skills and embrace new challenges. Accomplished Customer Service Representative with a background in quality assurance and data analytics. Recognized for excellence as a Quality Analyst and later on trained as a Team Lead. Proficient and skilled in teamwork, communication, and analytical thinking. Committed to joining a team that fosters personal and professional growth. WORK EXPERIENCE WORK EXPERIENCE Chat Support Agent (Remote) ONLY FANS May 2025 - May 2025 EDUCATION Answers chat messages in behalf of models and sell their contents, creates a special bond to customers to make them loyal fans. Customer Relations Manager SITEL PHILS. AMA Computer University Bachelor of Science in Computer Science SKILLS Teamwork Time Management Effective Communication Customer Service Managed a team composed of chat support, email support, back office and customer care representatives, in ensuring the delivery of exceptional customer service for LG Electronics Australia customers. Developed and implemented strategic plans to meet and exceed customer satisfaction goals. Coordinated team activities and managed various responsibilities, utilizing multitasking skills Quality Analyst Jun 2012–Dec 2014 SITEL PHILS. Dec 2006– Jun 2012 Virgin Mobile Australia - Answers inquiries about BILLING concerns, simple troubleshooting for mobile phones, credits and repair. Technical Support Agent English (Fluent) SITEL PHILS. In charge of auditing agents calls to check for process and information accuracy for Virgin Mobile and Macy’s customers. Creates reports sent to upper management regarding top markdowns, top agents, possible action plans to further improve customer service excellence. Provides one-on-one coaching to agents and discuss their calls about positive and the not so positive markdowns Customer Care Agent LANGUAGES DEC 2014-DEC 2017 SITEL PHILS Dec 2005 – Dec 2006 Answers TECHNICAL calls about DELL computers (how to install the OS, Error messages, No power, etc.) Customer Care Agent ALL ASIA CS Dec 2004 – Dec 2005 Answers inbound SALES inquiry and orders for for NBA.com store, NASCAR.com and Jeff Gordon website. Technical Support Agent Source One Asia Dec 2003 -Dec 2004 Answers inbound TECHNICAL questions on how to, setup and troubleshooting for SONY home theaters AWARDS Top Supervisor – Life’s Good Asia Pacific ETON Ortigas Q4 of 2016 Top Supervisor for QOS (Quality of Service) for Q3 2016 People First Awardee for LG Outstanding contribution to the inbound queue and promoting excellent customer service thru managing quality performance July 2014 TRAININGS ATTENDED Virtual Assistant Training Clairvoyance Nov 2024 English Proficiency Training Clairvoyance Nov 2024 Customer Service Training Clairvoyance Nov 2024 Google Workspace Training Clairvoyance Nov 2024 Google Ads Certification Google Display Certification Google Analytics Certification Google Ads Video Certification TOOLS GOOGLE WORKSPACE MS OFFICE ZENDESK SALESFORCE HUBSPOT ZOHO CANVA FILMORA CLICKUP REFERENCE Name: Jose Rodriguez Company : Dayforce Phone: - - Email:-Name: John Louis De Lara Tolentino Company : Accenture Inc. Phone: - Email:- Google Nov 2024 Google Nov 2024 Google Nov 2024 Google Nov 2024