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Joniel C. — Mid-Level Customer Support and Podcast Management Specialist from Philippines

Joniel C.

Mid-Level Customer Support and Podcast Management Specialist

Philippines 2-3 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Joniel C. is an experienced Customer Care Professional who has excelled in roles focused on customer support and content management. At Hinduja Global Solutions, associated with American Express, he adeptly managed over 50 inbound calls daily, addressing billing and account issues with precision. His contributions included enhancing first-call resolution rates and upholding high CSAT scores via compliant communication. As a Subject Matter Expert, he mentored new hires, bolstering their competence in call handling while ensuring service quality. Joniel also possesses extensive experience as a Virtual Assistant and Podcast Manager, skillfully handling podcast production, editing, and social media management tasks. Notably, he has successfully utilized tools like Google Workspace, Microsoft Office, and CRM systems to optimize processes. His tenure as a Chat Support Representative at iQor further honed his expertise in real-time support and effective troubleshooting. Joniel holds a Bachelor of Arts in Psychology - Management from the University of the Philippines Visayas.

Experience

  • Customer Care Professional

    Hinduja Global Solutions (American Express) · 2023 — 2026
    Handled over 50 inbound calls daily to resolve billing and account issues with a focus on accuracy. Enhanced first-call resolution rates and upheld strong customer satisfaction through effective communication. Identified customer requirements and recommended account solutions for an improved experience.

  • Subject Matter Expert (SME)

    Hinduja Global Solutions (American Express) · 2024 — 2025
    Mentored new employees during their onboarding process, boosting their confidence in call handling and adherence to quality standards. Offered real-time support and advice, facilitating quicker ramp-up times and consistent service delivery.

  • Podcast Manager

    Our Daily Magic · 2020 — 2023
    Oversaw complete podcast production processes, encompassing scheduling, guest coordination, and publishing activities. Edited audio and video content, and developed show notes and audiograms to bolster audience engagement. Optimized pre- and post-production workflows to enhance turnaround time and maintain consistency.

  • Junior Editor

    Inflexion.ai · 2022 — 2023
    Revised AI-generated transcripts to align with editorial standards, enhancing clarity and precision. Conducted research to affirm terminology and industry references. Created structured summaries from long-form interviews to produce digestible content.

  • Chat Support Representative

    iQor Iloilo (Bell Canada) · 2018 — 2021
    Delivered live chat support for billing, technical, and general inquiries related to telecom services. Managed multiple concurrent chat sessions while ensuring accuracy, speed, and customer satisfaction. Resolved customer concerns through clear communication and effective troubleshooting.

  • Talent Acquisition Specialist

    Inspiro (Formerly SPiCRM) · 2017 — 2018
    Sourced and screened candidates for customer service positions across offshore and local accounts, establishing a reliable pipeline of qualified applicants. Conducted competency-based interviews and assessments to determine candidate suitability. Monitored recruitment activities and generated daily reports on applicant flow and hiring results.