Jennifer R.
Senior Customer Service Professional
Open to offersNew to PlatformAbout
Jennifer R. is a seasoned Customer Service Professional with over 25 years of experience across multiple industries, including banking, insurance, travel, and telecommunications. She has excelled in roles such as Customer Service Representative at companies like Sitel, Wells Fargo, and Concentrix, where she handled complex client interactions through various channels such as face-to-face, phone, email, and chat, serving customers from the Philippines, the United States, and Australia. Notably, Jennifer managed membership queries for Virgin Australia and handled banking inquiries for Wells Fargo, consistently achieving a zero complaint rate and adherence to KPIs. She has proven skills in CRM Tools like Crane, Salesforce, and Genesys Cloud, and is adept at customer support, client relationship management, and order and refund processing. Jennifer is a licensed insurance professional with a Bachelor of Science in Advertising and Public Relations from the Polytechnic University of the Philippines, further showcasing her commitment to exceptional service and communication.
Experience
Customer Service Representative
Sitel Eton Cyberpod · 2022 — 2025Handles membership inquiries for the Virgin Australia Velocity Frequent Flyer program. Assists members with personal detail updates and missing points claims. Escalates issues for further investigation while ensuring timely and accurate resolutions.Customer Service Representative
Wells Fargo · 2021 — 2022Managed inbound banking inquiries regarding account balances, transactions, and troubleshooting. Aided customers in online banking navigation, including password resets and security verification.Customer Service Representative
Concentrix · 2019 — 2021Delivered customer service through back-office support, chat, and email. Assisted with order processing, booking, tracking, and refund status inquiries, ensuring accuracy in information delivery.Unit Manager
AXA Philippines · 2018 — 2019Recruited and mentored new agents to achieve company targets. Promoted financial literacy and future planning among clients while ensuring adherence to company policies.Bancassurance Sales Executive
Pelac/BPI Philippine Life Assurance Corp · 2009 — 2018Cultivated and maintained relationships with bank partners and clients. Sought out new business opportunities and provided superior after-sales service.Customer Service Representative
SITEL · 2008 — 2009Addressed inquiries related to U.S.-based PayPal accounts via phone and email. Resolved billing and transaction issues while educating customers on account security.Assistant Sales Manager
Danvil Plans, Inc. · 2007 — 2008Executed company procedures regarding production and customer service. Aided in training the sales team and monitored output to adhere to company standards.Customer Sales Service Coordinator
Berkley International Plans, Inc. · 2004 — 2006Oversaw customer service officers to ensure production targets were met. Managed escalations and enhanced customer satisfaction processes.Customer Service Officer
Berkley International Plans, Inc. · 2002 — 2004Provided assistance post-sale and motivated policy renewals. Maintained positive relationships with customers and efficiently resolved concerns for retention.Sales Consultant
Berkley International Plans, Inc. · 2001 — 2002Conducted product presentations and advocated for pre-need plans. Fostered strong client relationships to encourage repeat business.Counter Sales Representative
Philippine Wireless, Inc. (Pocketbell) · 1994 — 2000Provided excellent customer service and exceeded sales production goals. Acknowledged for high performance and client satisfaction.
Skills & Expertise
Education
- Bachelor of Science • Advertising and Public RelationsPolytechnic University of the Philippines