Jocilyn R. Branzuela

Marikina, Metro Manila, PH. 1800 0945.480.9527 ad5aif@r.postjobfree.com

Objective

● Looking for a challenging, full-time position, in a growth-oriented organization that offers diverse job responsibilities.

Skills & Abilities

● Hard working, dependable, and strives for accurate productivity in any project assigned.

● Takes the initiative to learn new training to gain more experience to fulfill company and work obligations

● Strong attention to detail, verbal communication, and organizational skills while managing multiple projects and tasks.

● Creates work ethic policy to maintain accountability and achieve daily goals in improving group matrix Experience

CUSTOMER SERVICE REPRESENTATIVE TASK US APRIL 2022 TO MARCH 2024

(TURO)

• Handle incoming calls from renters and hosts regarding reservations, bookings, payments, and general inquiries related to Turo's car rental services.

• Provide accurate and timely information to customers regarding rental policies, pricing, availability, and vehicle specifications.

• Assist customers in resolving issues, concerns, and disputes related to rental transactions, ensuring a positive resolution and customer satisfaction.

• Process reservations, cancellations, and modifications according to Turo's policies and procedures.

• Educate customers on Turo's platform features, including insurance coverage, vehicle protection plans, and rental agreements.

• Utilize CRM software and call center systems to document customer interactions, update records, and track issues to resolution.

• Collaborate with internal teams, including operations, finance, and legal, to address complex customer inquiries and escalate issues as needed.

• Identify opportunities to improve customer service processes, policies, and training materials to enhance the overall customer experience.

• Meet or exceed performance metrics, including call quality, average handle time, and customer satisfaction scores.

• Maintain a positive and professional demeanor during all customer interactions, representing Turo's brand values and commitment to excellence.

• Selected for FGD with the clients and have been given recognition award by the clients for my customer service.

CUSTOMER SERVICE REPRESENTATIVE RESULTS CX OCTOBER 2020 TO APRIL 2022

(RETENTION DEPARTMENT)

● Proactively engage with customers who are considering canceling or downgrading their services or subscriptions.

● Listen attentively to customers' concerns, empathize with their situation, and address their objections in a professional and persuasive manner.

● Educate customers on the value and benefits of the company's products or services, highlighting features, promotions, and incentives to encourage retention.

● Identify and understand the root causes of customer dissatisfaction or dissatisfaction and take appropriate actions to resolve issues and improve customer satisfaction.

● Offer customized solutions and alternative options to meet the unique needs and preferences of each customer, while also meeting company retention objectives.

● Utilize retention scripts, rebuttals, and objection-handling techniques to overcome customer objections and objections and successfully retain their business.

● Document all customer interactions, including reasons for cancellation or retention, in the CRM system to track trends and analyze data for continuous improvement.

● Collaborate with other departments, such as customer service, sales, and product development, to address customer concerns and improve overall customer experience.

● Stay updated on industry trends, competitor offerings, and best practices in customer retention to enhance retention strategies and tactics.

CUSTOMER SERVICE REPRESENTATIVE ALORICA SEPTEMBER 2019 TO JANUARY 2020

(AMAZON)

● Handle inbound customer inquiries via phone, email, and chat regarding orders, shipments, returns, account issues, and product information.

● Provide accurate and timely information to customers, addressing their concerns, troubleshooting problems, and resolving issues to ensure a positive experience.

● Assist customers in navigating Amazon's website, mobile app, and self-service tools to find products, place orders, track shipments, and manage accounts.

● Process returns, refunds, and replacements according to Amazon's policies and procedures, ensuring compliance with quality and service standards.

● Utilize CRM software and other internal systems to document customer interactions, update customer profiles, and escalate issues to appropriate teams for resolution.

● Identify opportunities to upsell or cross-sell additional products or services based on customer needs and preferences.

● Collaborate with cross-functional teams, including logistics, payments, and technical support, to address complex customer inquiries and escalate issues as needed.

● Meet or exceed performance metrics, including average handle time, first contact resolution, and customer satisfaction scores.

● Stay informed about Amazon's products, services, and policies to provide accurate information and support to customers.

STORE MANAGER MCDONALDS (VIRGINIA, USA) 1986 TO 1993

● Open and closed stores working different shifts, making sure cash drawer is counted once register is closed, accounting paperwork for daily sales and maintenance, making nightly deposits, store inventory and ordering products for store production

● Responsible for crew team welfare, making sure crew is updated on vaccinations required for food handling, assisted in crew orientation completion before working on the sales floor, reviewed all procedures with employees making sure they understood company policies and procedures, hired, and terminated employees

● Processed customer transaction and assisted with order discrepancies, provided excellent customer service to ensure retention of customers, making sure all products meet company cooking standards

● Lead and supervise a team of employees to ensure smooth and efficient restaurant operations.

● Recruit, hire, train, and develop staff to deliver outstanding customer service and meet performance targets.

● Create and implement staff schedules to optimize productivity and meet business needs.

● Monitor and manage inventory levels, ordering supplies as needed to maintain sufficient stock levels while minimizing waste.

● Enforce food safety and sanitation standards to ensure compliance with health regulations and McDonald's guidelines.

● Implement promotional activities and sales strategies to drive revenue growth and meet financial targets.

● Conduct regular performance evaluations and provide feedback and coaching to team members to foster professional growth and improve performance.

● Resolve customer complaints and issues in a timely and satisfactory manner, ensuring a positive dining experience.

● Collaborate with other managers and corporate stakeholders to implement new initiatives, procedures, and best practices.

● Maintain a clean, organized, and welcoming restaurant environment that reflects McDonald's brand standards.

ADMINISTRATIVE ASSISTANT MCDONALS (ILLINOIS, USA) 1985 TO 1986

● Manage the day-to-day administrative tasks of the McDonald's location, including answering phones, responding to emails, and greeting visitors.

● Coordinate schedules and appointments for management and staff, ensuring efficient use of time and resources.

● Prepare and distribute documents, reports, and correspondence, both electronically and in hard copy.

● Maintain accurate records and files, including personnel records, inventory logs, and financial documents.

● Assist with payroll processing, including tracking hours worked, verifying timecards, and preparing payroll reports.

● Coordinate meetings and events, including scheduling rooms, arranging catering, and preparing meeting materials.

● Order office supplies and maintain inventory levels, ensuring adequate stock of essential items.

● Assist with onboarding and training of new employees, including completing paperwork, conducting orientation sessions, and providing support as needed.

● Handle confidential information with discretion and professionalism, including employee records, performance evaluations, and sensitive business data.

● Provide administrative support to management as needed, including preparing presentations, conducting research, and performing data entry tasks.

CREW CHIEF MCDONALS (ILLINOIS, USA) 1985 TO 1985 (3 MONTHS)

● Supervise and coordinate the activities of crew members during shifts to ensure smooth and efficient restaurant operations.

● Train new crew members on McDonald's procedures, policies, and standards, including food safety, customer service, and cleanliness guidelines.

● Monitor crew performance and provide coaching, feedback, and recognition to encourage excellence and improve performance.

● Delegate tasks and responsibilities to crew members based on their skills and capabilities, ensuring the completion of all necessary duties.

● Assist with food preparation, cooking, and assembly as needed to maintain service levels during peak periods.

● Ensure compliance with all health, safety, and sanitation regulations, including proper food handling, storage, and cleanliness standards.

● Handle customer inquiries, complaints, and issues in a professional and timely manner, resolving problems to the satisfaction of the customer.

● Conduct regular inspections of the restaurant facilities, equipment, and supplies to identify and address any maintenance or operational issues.

● Collaborate with other members of the management team to implement new initiatives, promotions, and procedures to improve restaurant performance.

● Assist with inventory management, including counting and recording inventory levels, placing orders, and managing stock rotation

CREW MEMBER MCDONALS (ILLINOIS, USA) 1985 TO 1985 (6 MONTHS)

● Greet customers with a warm welcome and provide friendly and efficient service at the counter or drive- thru.

● Take customer orders accurately and input them into the register or POS system, ensuring order accuracy and completeness.

● Prepare and assemble food items according to McDonald's standardized recipes and procedures, maintaining quality and portion control.

● Operate kitchen equipment safely and efficiently, including fryers, grills, and beverage machines, following all safety and sanitation guidelines.

● Maintain cleanliness and organization of the restaurant dining area, including tables, chairs, floors, and restrooms, to ensure a clean and inviting atmosphere for customers.

● Restock supplies, condiments, and utensils to support smooth operations during peak periods.

● Follow food safety protocols and guidelines, including proper food handling, storage, and temperature control, to ensure food safety and quality standards are met.

● Communicate effectively with team members and management to coordinate tasks, address customer needs, and ensure efficient teamwork.

● Uphold McDonald's brand standards and policies, including uniform appearance, customer service excellence, and adherence to company values.

● Participate in training and development programs to enhance skills and knowledge of McDonald's products, procedures, and customer service techniques. Volunteering

● 1992: Pre-K - chairperson for parents committee board, helping kids with basic education skill i.e.: counting and reading, overseeing kids’ safety on field trips,

● 1992: 4th grade - teacher’s assistance

Education

RESTAURANT MANAGEMENT 1990 BODDIE-NOELL ENTERPRISES

● Major: Restaurant Management

DIPLOMA 1985-1986 NORTH COMMUNITY HIGH SCHOOL, NORTH CHICAGO, IL

● Major: High School Diploma

PRE-DIPLOMA 1982-1985 GREENRUN HIGH SCHOOL, VIRGINIA BEACH, VIRGINIA

● Major: High School Diploma

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