Jhoie Z.
Senior Customer Service and Order Management Specialist
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Jhoie Z. is an accomplished Customer Service & Order Management Professional with over 8 years of hands-on experience. Her career spans significant roles at major companies, including Easy Jet Airlines, Iron Mountain, and Delta Airlines. At Easy Jet Airlines, she expertly handles high-level customer complaints, ensuring conflict resolution aligns with airline policies. Jhoie has honed her skills in B2B order processing and account management with Iron Mountain, where she managed the complete order lifecycle and streamlined supply chain coordination. Her proficiency extends to CRM management and financial oversight, as seen in her role at AT&T Business and as a Senior Customer Care agent at Delta Airlines. Additionally, Jhoie's work at TikTok as a Content Moderator showcases her ability to maintain a safe digital environment by addressing violations of community guidelines. Holding a Bachelor of Science in Customs Administration from Philippine Merchant Marine School, Jhoie combines technical acumen with a strategic approach to customer satisfaction and operational efficiency.
Experience
Customer Care & Complaints Management
EASY JET AIRLINES (TELEPERFORMANCE) · 2025 — PresentHandled high-level customer complaints regarding flight disruptions, baggage claims, and service failures, ensuring compliance with airline policies and passenger rights. Maintained comprehensive records of customer interactions and compensation approvals within the CRM to support audit readiness.Customer Care & Order Management Specialist
IRON MOUNTAIN · 2024 — 2025Managed the complete order lifecycle, which included capturing, validating, and processing orders within specialized system frameworks. Worked collaboratively with operations and supply chain teams to facilitate effective service delivery and resource management. Oversaw invoices and credit adjustments, providing dedicated support for client inquiries.Senior Customer Care – Travel Account
DELTA AIRLINES (WNS GLOBAL SERVICES) · 2023 — 2024Supported customers through chat with intricate travel arrangements, including managing flight schedules, modifications, and cancellations according to airline policies. Addressed complaints by providing strategic alternatives and delivering empathetic service.Content Moderator
TIKTOK (ALORICA) · 2021 — 2023Assessed user-generated content to identify and mitigate violations of community guidelines and safety protocols. Took action to flag and remove harmful or prohibited content, ensuring a safe digital platform. Analyzed content trends, offering recommendations for policy enhancements and operational improvements.Virtual Assistant & Lead Generation
UPWORK · 2020 — 2021Conducted lead generation initiatives via phone, email, and social media, converting leads into sales opportunities. Streamlined daily operations by managing executive calendars, handling email communications, and organizing CRM data.Order Specialist Management
AT&T BUSINESS (ALORICA) · 2018 — 2020Oversaw the complete processing cycle for business-to-business telecommunications orders, including both phone and internet services, ensuring all details were validated against client contracts.Customer Care & Claims Processor
XEROX · 2015 — 2018Managed the full cycle of healthcare billing and ESI claims processing, adhering strictly to insurance regulatory standards. Handled the calculation and distribution of physician payouts by auditing clinical service logs against financial agreements. Coordinated communications between medical professionals and insurance carriers to address billing discrepancies and enhance administrative documentation.
Skills & Expertise
Education
- Bachelor of Science in Customs AdministrationPHILIPPINE MERCHANT MARINE SCHOOL · 2011 — 2015