Joan B.
Mid-Level BPO Sales & Technical Support Specialist
Open to offersNew to PlatformAbout
Joan S. is a seasoned customer service professional with over 15 years of experience in the BPO industry, specializing in customer support, sales, and retention. She excels in handling high-volume interactions by identifying client needs and providing solutions, supported by strong verbal and written communication skills. Currently, as a Sales & Technical Support Representative at Concentrix Philippines, Joan addresses customer inquiries, billing concerns, and technical issues while maintaining confidentiality and detailed documentation through CRM systems. Alongside, she manages NORTEB KITCHEN, demonstrating her sales support and management skills by handling orders, coordinating logistics, and executing social media marketing. Her adept use of Microsoft Office, Google Workspace, and CRM tools supports her extensive work across healthcare, food service, and telecommunications. Joan's background includes pharmacy support roles at Aditya Minacs and service positions at renowned brands like Jollibee and Red Ribbon Bakeshop.
Experience
Owner & Manager
NORTEB KITCHEN · 2021 — PresentOversee customer inquiries, order processing, follow-ups, scheduling, and after-sales support for a home-based food business. Foster customer relationships through timely communication and personalized service. Coordinate order fulfillment, scheduling, supplier management, and delivery logistics while prioritizing multiple tasks. Keep detailed records of sales, customer data, inventory, and financial documentation. Create and implement social media marketing initiatives to enhance brand visibility, attract customers, and promote sales.Sales & Technical Support Representative
Concentrix Philippines · 2015 — PresentAddress customer inquiries, billing issues, escalations, and service requests with professionalism. Engage with customers via phone and digital channels, identifying their needs and delivering clear solutions while ensuring a positive experience. Contribute to sales and retention efforts by understanding concerns and aiding customers in making informed choices. Utilize problem-solving and active listening skills during challenging interactions. Document customer communications accurately in CRM and support systems, upholding confidentiality and data integrity. Meet performance standards related to satisfaction, productivity, quality, and first-call resolution. Offer remote troubleshooting assistance for basic Windows settings, network issues, and device setups.Healthcare Customer Representative
Aditya Minacs · 2014 — 2015Support pharmacies with patient medication approvals and the coordination of insurance matters. Deliver customer support through both phone and email channels. Handle sensitive customer data with diligence and confidentiality.Cashier & Service Crew
Jollibee Group of Companies · 2008 — PresentConduct POS transactions and manage cash while delivering friendly and efficient customer service. Assist in drive-thru operations and process customer orders accurately.Cashier & Service Crew
Red Ribbon Bakeshop · 2007 — PresentManage cash transactions and POS operations while offering front-line customer service. Aid in food preparation, order management, and fulfilling customer requests.
Skills & Expertise
Education
- High SchoolMuntindilaw High School · 2010 — 2011
- Bachelor of Science in Civil EngineeringTechnological Institute of the Philippines
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