Joan I.
Mid-Level Customer Service and Training Specialist
Actively lookingNew to PlatformPortfolios
About
Joan P. is a customer service professional specializing in the Travel, Telecommunications, and Retail industries, with experience spanning roles in chat and voice support at iQor Philippines (RMS Collect). She notably advanced from a Customer Service Representative handling T-Mobile Telco accounts to a Technical Support position, demonstrating adaptability and a strong focus on technical support. Joan was selected as an OIC Trainer for both chat and voice new hire employees, where she delivered structured, results-driven training that improved onboarding and operational readiness. Her qualifications include advanced GDS training for travel-related processes, completion of PPQ and ALC certifications, and recognition as an iQor Scholar. Joan’s expertise centers on resolving customer issues, coaching agents, and driving process improvements directly within complex, fast-paced environments.
Experience
Chat Support Agent
IQOR Philippines (RMS Collect) · 2023 — PresentWorked in Chat Support and subsequently transitioned to Voice Support, managing customer interactions through both channels. Served as an OIC Trainer for new hires, facilitating three training classes focused on onboarding and skill development.Customer Service Representative
IQOR Philippines (RMS Collect) · 2022 — 2023Provided customer service for a T-Mobile Telco account before progressing to a Technical Support role, demonstrating strong customer-focus and technical understanding.
Skills & Expertise
Education
- Bachelor of Science in Commerce, Major in Marketing ManagementCollege of the Holy Spirit, Mendiola, Manila
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