Post a Job Free
0 viewsjobseeker
Joanne J. — Senior Customer Support Specialist from Philippines

Joanne J.

Senior Customer Support Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
Video Introduction
No video introduction yet
The candidate has not added a video.
Contact information and social networks are private. Connect to unlock.
Hidden

About

Joanne J. is a seasoned Customer Service Specialist with over 11 years of extensive experience spanning the telecommunications, publishing, and healthcare sectors, as well as remote service environments. She has excelled in roles requiring adeptness in technical support, management of client relations, and team leadership. With her expertise in resolving complex customer inquiries and enhancing customer satisfaction metrics, Joanne has consistently delivered seamless multi-channel support through phone, chat, and email. Currently, she serves at Homeaglow, where she provides real-time support to cleaning professionals, manages appointment logistics, and collaborates with cross-functional teams to optimize service delivery. Her previous roles include significant stints as a staff nurse at Capitol University Medical Center and a Customer Service Specialist at Continuum Global Solutions, where she advanced from Chat Support Representative to Customer Care Supervisor. Joanne's commitment to excellence in service delivery and her proven track record in escalation management and process improvement make her an invaluable asset to any organization.

Experience

  • Customer Support Specialist

    Homeaglow · 2026 — Present
    Provide real-time assistance to cleaning professionals through email and live chat, efficiently addressing complex inquiries. Oversee all aspects of appointment logistics, including scheduling, cancellations, and modifications. Resolve concerns of cleaners to ensure high levels of satisfaction and retention. Collaborate with internal teams remotely to enhance daily workflows and service response times.

  • Staff Nurse

    Capitol University Medical Center · 2024 — 2025
    Deliver direct patient care in various units while adhering to safety and quality standards. Administer medications and IV therapies while monitoring and documenting vital signs. Maintain accurate Electronic Medical Records (EMR) in accordance with hospital protocols. Work closely with physicians and care teams to implement tailored treatment plans. Educate patients and families on post-discharge care and medication schedules.

  • Author Relations Officer

    eLink Systems & Concepts Corp. · 2023 — 2024
    Facilitate communication between authors and publishing as well as marketing teams. Coordinate project timelines, promotional activities, and campaign milestones to ensure timely execution. Provide operational and administrative support for publishing and marketing initiatives. Address author inquiries and project delays to maintain strong client relationships and enhance workflow efficiency.

  • Customer Service Specialist

    Continuum Global Solutions · 2016 — 2024
    Offer multi-channel customer support through live chat while leading the resolution of escalated issues. Provide real-time technical support and operational assistance to frontline agents to increase first-contact resolution rates. Train and mentor team members to enhance performance and improve quality metrics. Supervise customer care operations, monitor team KPIs, and conduct regular coaching sessions. Collaborate with cross-functional teams to effectively resolve complex inquiries and boost customer satisfaction.

  • Technical Support Representative

    Convergys · 2014 — 2016
    Deliver Tier 1 technical support for cable, internet, and phone services, addressing connectivity and device-related issues. Assist customers with activating new devices and configuring existing ones. Schedule field dispatches for on-site resolution of complex technical problems. Ensure high levels of customer satisfaction through effective problem diagnosis and delivery of clear technical guidance.