Jean G.
Mid-Level Customer Support and Retention Specialist
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Jean G. T. is a seasoned professional in customer experience and operations with a remarkable proficiency in customer support, retention, sales, and workforce management. She has demonstrated expertise in leading teams, optimizing service performance, and executing high-quality customer experiences in dynamic settings. Jean adeptly managed customer inquiries via web chat, emails, and social media while engaging in retention strategies and contract negotiations. She worked at RESOLVEDCX as a Chat/Email Support and Retention Specialist from 2021 to 2024 and as a Customer and Sales Service Representative Level III at IBEX Global Philippines, where she significantly contributed to customer satisfaction and business continuity. Her role involved educating customers, maintaining accurate records, and analyzing customer behavior to inform retention strategies. Jean's strong communication and analytical skills are supported by a Bachelor of Science in International Relations from Mindanao State University, Philippines. Her experience also spans online English teaching with CCCLASS HUJIANG, further showcasing her teaching and communication capabilities. She is proficient in English and Filipino.
Experience
CHAT/EMAIL SUPPORT AND RETENTION SPECIALIST
RESOLVEDCX COMPANY · 2021 — 2024Managed customer queries through Web Chat, e-mails, and social media. Provided product and service education to current and potential customers. Maintained accurate records of customer interactions and escalated priority issues to the Team Leader and Ops Team. Analyzed customer behavior and gathered information regarding complaints. Developed retention strategies based on customer feedback and negotiated contract renewals.ONLINE ENGLISH TEACHER
CCCLASS HUJIANG · 2017 — 2022Planned and delivered lessons to Chinese young professionals, preparing teaching materials to enhance listening, speaking, and reading skills. Assessed student performance at the end of each lesson and focused on improving English grammar, pronunciation, and conversational abilities.Customer and Sales Service Representative Level III
IBEX Global Philippines · 2016 — 2017Maintained knowledge of ATT products and services while responding to customer inquiries regarding services, promotions, and billing. Worked to enhance customer retention and satisfaction through exceptional service. Managed calls, completed service orders, and addressed customer concerns promptly.Sales and Service Representative (Financial Account)
Iqor Company · 2009 — 2015Responded promptly to customer inquiries and communicated through various channels. Resolved complaints and maintained records of customer interactions, ensuring timely processing of complaints. Handled calls efficiently, supported Market Area Consultants, and suggested improvements to management.
Skills & Expertise
Education
- Bachelor of Science in International RelationsMindanao State university - Philippines · 2005 — 2009