Joylen M.
Mid-Level Customer Service Team Leader
Open to offersNew to PlatformAbout
Joylen M. is an experienced Customer Service Professional with over five years of expertise in providing exceptional support in telecommunications and travel industries. From 2019 to 2024, she excelled at companies like Alorica Philippines and Telco Services International, supporting major accounts such as Amazon, T-Mobile, and Air New Zealand. Her role as an Amazon Account Customer Support Representative involved assisting customers with retail orders and troubleshooting Amazon devices via phone and chat. As a Customer Service Representative for T-Mobile, she efficiently handled general inquiries and maintained high customer satisfaction. Elevated to a Coach/Team Leader role, Joylen developed strategic plans and mentored her team to meet performance targets. Currently, she provides live chat support for Air New Zealand, managing flight bookings and various travel-related inquiries while ensuring adherence to airline policies. Her proficiency in multichannel support tools such as LivePerson, Intercom, Viber, Slack, and Zoom underscores her capability in managing dynamic customer service environments.
Experience
Coach / Team Leader – T-Mobile Account
Alorica Philippines · 2023 — 2024Directed a team of agents by conducting coaching sessions and monitoring performance to meet goals. Handled escalated chats and ensured high standards of customer service.Customer Service Representative – Air New Zealand Account
Telco Services International (TSI) · 2024 — PresentProvides live chat support to Air New Zealand customers, assisting with flight bookings, ticket creation, rescheduling, and handling a variety of travel-related inquiries.Customer Service Representative – T-Mobile Account
Alorica Philippines · 2021 — 2023Delivered customer support via chat for various inquiries, including billing and order-related matters, while addressing mobile device troubleshooting.Amazon Account Customer Support Representative
Alorica Philippines · 2019 — 2021Assisted customers with inquiries about retail orders and provided basic troubleshooting support for Amazon devices through phone and chat.
Skills & Expertise
Education
- Bachelor of Secondary Education, Major in EnglishPolytechnic University of the Philippines – Bansud Campus · 2014 — 2018
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