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Jessica C. — Mid-Level Customer Service Team Manager from Philippines

Jessica C.

Mid-Level Customer Service Team Manager

Philippines 2-3 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Jessica C. is an experienced professional in the customer service and education sectors, currently serving as a Customer Service Team Manager at Alorica, where she leads high-volume support teams in fast-paced environments. She began her career as a Customer Service Representative specializing in financial customer service and advanced to a subject matter expert role, demonstrating expertise in service process management, policy adherence, and quality standards. Jessica excels in team performance coaching, escalation handling, and documentation. With a Bachelor of Secondary Education majoring in Filipino from Mindoro State University and ongoing Master’s studies in Educational Management at Pacific Intercontinental College, her professional experience bridges the financial support industry and academic sector, underscoring a commitment to operational excellence and customer satisfaction.

Experience

  • Customer Service Representative

    Alorica · 2023 — 2024
    Handled financial customer service inquiries with a focus on clear communication and effective problem-solving. Aimed to resolve issues promptly to enhance customer satisfaction.

  • Customer Service Agent - Subject Matter Expertise

    null · 2024 — Present
    Served as a customer service SME, possessing extensive knowledge of service processes, policies, and quality standards. Engaged in training and documentation, while supporting team performance and resolving escalations.

  • Customer Experience Team Manager

    Alorica · 2024 — Present
    Directed a customer service team, focusing on performance management, coaching, and escalation handling. Delivered exceptional customer satisfaction in high-volume environments.

Skills & Expertise

Training and EducationTraining Material DeveloperCustomer SupportOnline TutorCustomer Service Representative

Education

  • Bachelor of Secondary Education - Major in Filipino
    MINDORO STATE UNIVERSITY · 2018 — 2022
  • Master of Arts in Education - Major in Educational Management
    PACIFIC INTERCONTINENTAL COLLEGE

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