Joan R.

Joan R. is a seasoned Team Leader and Customer Service Professional with over a decade of experience based in Santa Catalina, Ilocos Sur, Philippines. She excels in customer support, billing, technical troubleshooting, customer retention, sales, and team management. Since 2017, Joan has been a vital part of TPG Telecom, where she has overseen a team of 15 representatives. Her responsibilities include managing billing, technical support, and sales inquiries while resolving escalated cases efficiently. She has successfully implemented retention strategies, thereby enhancing customer loyalty and reducing churn. Joan has also contributed significantly to process improvements and remote team management. Prior to TPG Telecom, she served as a Reservations Specialist at TREC Pacific and a Customer Service Representative at Convergys, refining her skills in handling guest reservations and delivering comprehensive customer support. Joan holds a Bachelor of Arts in Communication from the University of Northern Philippines and boasts relevant certifications in management and Mandarin language skills.