Jorge Z.
Senior Customer Service Specialist
Open to offersNew to PlatformAbout
Jorge Z. is a seasoned Customer Service and Operations professional boasting over 13 years of diverse experience within the telecommunications and retail sectors. His career is marked by a strong track record in customer care, technical support, and complaint resolution alongside adeptness in sales support and case management. At Emirates Integrated Telecommunication Company, Jorge excelled as a Helpdesk Officer, leveraging his skills in Siebel CRM to manage case resolutions and documentations, while also collaborating across departments to enhance customer satisfaction and operational efficiency. During his tenure with Samsung Electronics' HHP Division, he served as a Team Leader, where he was responsible for driving team performance, resolving escalations swiftly, and strategizing customer-focused solutions to bolster sales. Jorge's education in Business Teacher Education from the Polytechnic University of the Philippines further complements his robust professional training in customer service and cybersecurity fundamentals, underpinning his ability to navigate and enhance complex business environments.
Experience
Helpdesk Officer
Emirates Integrated Telecommunication Company · 2013 — 2026Provided exceptional customer support via email and calls while managing cases to meet service-level targets. Analyzed account details to investigate and resolve customer issues with accurate solutions. Utilized Siebel CRM for end-to-end case resolution, maintaining proper documentation and data integrity. Worked with Sales, Operations, Technical, and Account Management teams to escalate and efficiently resolve complex cases. Engaged in process improvements and employee training to boost operational efficiency and enhance customer experiences. Ensured adherence to company policies, data privacy, and confidentiality standards in service delivery.Team Leader
Samsung Electronic HHP Division · 2011 — 2013Directed customer service operations to enhance team performance and deliver outstanding customer experiences. Effectively resolved complex customer escalations, ensuring prompt issue resolution. Identified customer needs to provide recommendations for suitable products and solutions, thereby supporting sales growth. Mentored team members to foster improvements in productivity and service quality. Oversaw customer complaints, merchandising, promotions, and inventory management for operational excellence.
Skills & Expertise
Education
- B.S. in Business Teacher EducationPolytechnic University of the Philippines