Janine A.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformPortfolios
About
Janine A. is an experienced Customer Chat Support Specialist and virtual assistant based in Quezon City, Metro Manila, with a background in high-volume live chat and email environments. She has over three years of hands-on experience at AFNI Phils. Inc. and Foundever, delivering fast and accurate customer service, resolving billing and account concerns, and maintaining precise CRM documentation and ticket lifecycle management. Recently advancing to Project Coach / Mentor, Janine supported agent onboarding, team KPI tracking, and service-quality coaching, focusing on communication standards and customer satisfaction improvement. Her expertise covers live chat support via platforms like LiveEngage, shared inbox management, helpdesk case escalation, and basic Tier 1 troubleshooting for customer retention. Janine is remote-ready, proficient with collaboration tools such as Slack and Zoom, and has a track record of supporting global customers in distributed SaaS support operations.
Experience
Project Coach / Mentor
AFNI Phils. Inc. · 2024 — 2026Trained new hires on systems, workflows, and compliance with SOPs, enhancing early readiness and consistent performance. Conducted coaching sessions aimed at improving communication quality, efficiency in handling, and customer satisfaction. Monitored KPIs like productivity and response handling to pinpoint areas for improvement. Collaborated with leadership to execute performance action plans to boost team service delivery. Offered real-time support and guidance on CRM documentation to ensure accurate resolutions.Customer Service Specialist – Chat Support
AFNI Phils. Inc./ Foundever · 2022 — 2024Managed a high volume of inbound customer interactions via chat and email, focusing on maintaining effective response times. Addressed billing inquiries, account issues, and fundamental technical questions with professionalism. Kept comprehensive CRM case records for compliance and follow-up tracking. Contributed to customer retention through solution-oriented support and service advice. Achieved core performance standards across response times, quality metrics, and customer satisfaction.
Skills & Expertise
Education
- Bachelor of Secondary Education, Major in EnglishCatanduanes State University
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