JENNIFER LLORCA

**** ****-**** **., ***** Consolacion,Central Visayas 6001 Cell: 097*-***-**** Email: adbw39@r.postjobfree.com

Professional Summary

To secure a position that will enable me to use my strong communication and organizational skills, customer service background and my ability to work well with people well with people where I can effectively utilize my expertise in customer relations and staff leadership.

Skills

(Microsoft office, World Wide Web)

Multi-line phone operation proficiency

Extensive history with predictive dialers

Avaya Software Knowledge

System Analysis

Operating System Tools

System Analysis

Excellent Communication Skills

Customer Service Skills

Sales Service Skills

Self-Confidence

Strong problem solving aptitude

Leadership

Critical Thinking

Work History

Customer Service Representative 06/2018 to 02/2019

Amazon Operations Services Philippines – Cardinal Rosales Ave. Cebu Business Park Cebu City

Resolved service, pricing and technical problems for customers by asking clear and specific questions.

Addressed and resolved customer product complaints empathetically and professionally.

Processing refunds for wrong orders.

Provide status of the delivery of the order by speaking with the third party carrier

Sales Account Executive, 11/2014 to 11/2015

Intuitive Solutions Inc – 3f North Atrium Bldg., Mandaue Cebu City

A Health Care Software Service Provider, with a proven track record of helping businesses put the latest technologies to work for continued success.

We proved the most effective and affordable product and service solutions to the health care community and it’s a 360-degree IT solutions provider.

Addressed and resolved customer product complaints empathetically and professionally.

Developed all process controls and metrics for daily management of the Call Center.

Prepared reports and communication for senior management and clients

Non-Voice Sales Representative 07/2009 to 09/2010

Call Assistance Communication Philippines- Cebu Business Park Cebu City

Non-Voice Sales (IVR), will be contacting consumers introducing movies with moral values for toddlers and even for adults.

Take Supervisory call whenever client requested and get more change in selling the products.

Customer Service/Technical Support/ Sales Representative, 03/2007 to 04/2009

Qualfon Philippines – Cebu IT Park Lahug Cebu City

Effectively managed a high-volume of inbound of inbound and outbound customer calls

Mastery of customer service management systems and database.

Identified chronic customer issues by creating and maintaining customer complaint log.

Resolved service, pricing and technical problems for customers by asking clear and specific questions.

Conducted performance review for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.

Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.

Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

Education

Bachelor of Science and Information Technology: 2007

Asian College of Technology – Cebu City Philippines

Associate’s Degree

Training in Call Center Management

Customer Service Management Certificate (CSMC)

Sales and Marketing Management Certificate

High School Diploma: 2005

Don Sergio Osmeña National High School - Cebu City Philippines

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