Jenny Beth Dominguez

Jenny Beth M. Dominguez Door 1 Cabahug Apartments P. Remedio St. Banilad, Mandaue City, Cebu 6014 Mobile: - Email:-Nationality: Filipino Age: 32 Gender: Female CUSTOMER SERVICE REP/ DIGITAL MARKETING COORDINATOR / 9 YEARS EXPERIENCE IN CALL CENTER SETTINGS Polished, professional customer service specialist offering:  Over 9 years of experience providing customer support in busy call center environments for travel, publishing, website design, digital marketing, banking and financial industry employers  An unwavering commitment to complete tasks and reports assigned with the ability to build productive relationships and resolve complex issues  Handled major projects and pioneered new skills in the line of business  Strategic-relationship/partnership-building skills - listen actively, solve problems creatively without compromising customer satisfaction, proactive and resourceful April 2017 – September 2017: Digital Marketing Coordinator CML MoPro Philippines Cebu City, Philippines Responsibilities  Engage with clients by phone and email in a timely manner to provide premier customer service  Help clients understand the power of digital marketing by clarifying goals and website design functionality  Motivate clients to identify and reach their marketing goals  Fulfill client requests and provide expert guidance regarding the process, marketing strategy, and products  Manage multiple projects seamlessly; promote open, clear communication between multiple teams  Perform quality check to make sure website meets the company standards before it is sent for launch  Helps provide meta tags or meta keywords to improve website SEO ranking and conduct web research to keep up with the competition in the marketplace  Launch informational, E-Commerce, and IDX (realtor/real estate) websites  Knowledgeable with Salesforce, Zendesk, Outlook ang JIRA January 2011 – February 2014: Financial Service Advisor (Chase Auto Finance) February 2014 – Mar 2017: Telephone Banker (Telephone Banking Center) JP Morgan Chase Bank N.A. Cebu City, Philippines Responsibilities  Service customer inquiries efficiently, determine customer needs and provide solutions with regard to their loan, credit card and demand deposit account concerns  Process transactions promptly and accurately respond to client requests and inquiries including the administration of all rewards and fees  Resolves product and service problems by clarifying customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; making follow up to ensure resolution  Responsible for attending financial and non-financial inquiries (e.g. billing errors, disputed misapplied payments, general inquiries and account maintenance)  Integrates knowledge of Chase products and services, explaining features and benefits and how it addresses account holder’s preferences or concerns; manage customer and bank privacy  Educates customers on product options and utilizing technology in managing their accounts  Research and call listening to Executive office complaints and provide feedback Achievements  Handled major projects and pioneered new skills in the line of business as a Subject Matter Expert  Mentoring/training tenured specialists and new hires  Consistent performer in terms of targets  Recognized for excellent performance for 2012 and 2013  Managed a high-volume workload within a deadline-driven environment transactions, November 2008 – December 2010: Author Assistant Xlibris Philippines Inc. Cebu City, Philippines Responsibilities  Provides the best possible customer experience to authors; responds to authors’ inquiries in a timely manner via phone or email  Used different computer programs and applications (MS Word, MS Excel, Powerpoint)  Coordinates and oversee the book production process  Evaluates authors’ materials and ensures manuscripts are in the right format, images are in high-resolution, and approvals are received prior to moving the book to production  Educates authors how materials should be sent and what are the materials needed to have a quality book; helps prepare and format the manuscript to send with a book proposal to meet publishing contract specifications  Resolves product and service problems by providing accurate information and available options to authors  Ensures that authors approve all corrections made prior to sending book for printing and author approval forms are received  Upload book and e-book listings on Amazon.com Achievements  Recognized for having excellent work attendance  Appointed as a Senior Service Representative to oversee author assistants in getting a quality job done May 2007 – May 2008: eRep (Sales) Aegis PeopleSupport Philippines Inc. Cebu City, Philippines Responsibilities  Responsible for researching and booking travel arrangements for customers  Facilitates in booking flights, hotel rooms, car reservation and vacation packages  Ensure that customers’ requests are forwarded to hotel management  Plans itineraries, arranges accommodations and other travel services for customers  Provides customer with websites containing travel information such as local customs, points of interest, and special events occurring in various locations or foreign country regulations such as consular requirements and currency limitations  Plans, describes, arranges, and sells itinerary tour packages and promotional travel incentives offered by various travel carriers, utilizing knowledge of available travel services and promotional techniques Education College Bachelor of Science in Management Accounting University of San Jose Recoletos, 2013 - 2014 Graduated: 2014 Bachelor of Science in Accountancy University of Mindanao,- Undergraduate Bachelor of Science in Secondary Education Major in General Science University Southeastern Philippines,- Undergraduate High School Talomo National High School,- University of Mindanao Main High School,- Graduated: 2001 SKILLS Skill Name Skill Level Last Used/Experience Customer Service Expert Currently used/9 years Call Center Service Operations Expert Currently used/9 years Complaint Handling/Dispute Resolution Expert Currently used/6 years Data Entry/Records Management Expert Currently used/9 years Multiline Phone Use Expert Currently used/9 years MS Word, Excel Intermediate Currently used/12 years REFERENCES: April Rollon E-Commerce Virtual Assistant - Hazel Oracion Team Leader JPMorgan Chase Bank N.A. - Jeah Cristie del Castillo Team Leader JPMorgan Chase Bank N.A. -