Joanne Garcia

Joanne G. Garcia 3048 Purok 3, Barangay Kias, Baguio City 2600 Mobile:- Skype ID: joannegarcia4101@ gmail.com Email: joannegarcia4101@ gmail.com CHARACTER REFERENCES: Customer Service Representative 8 Year Experience in Call Center Settings Polished, professional customer service representative offering: More than 7 years of experience providing customer support in busy call center environments for internet service, satellite TV service and financial-banking industry employers. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Recently completed Virtual Assistant Training Experience Fraud Prevention Analyst- Specialist II June 2015- March 2017 JP Morgan Chase Bank, N.A.- Philippine Global Service Center 30th and 31st Street, Bonifacio Global City, Taguig, Metro Manila Anna Cristina Rodriguez Team Leader- JP Morgan Chase & Co. N.A- Review and identify indicators of possible fraud from credit card applications submitted online, thru mail or on-site. Approve credit card applications after clearing from fraud. Provide preventive and recovery plan to customers that had been victims of Identity Theft. Precious Azul Team Leader- JP Morgan Chase & Co. N.A- Jealyn Zulueta Team Leader- JP Morgan Chase & Co. N.A- Billing/Customer Service Representative- Direct TV April 2013- June 2015 Convergys Philippines Incorporated- Baguio Baguio-Ayala Techno Hub, Camp John Hay, Baguio City Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Customer Service Representative- First Data Corporation November 2011- February 2013 Sitel Philippines Corporation- Baguio BCEZ, Loakan Road, Baguio City Handle customer inquiries and complaints for a financial account. Provide account review and file customer disputes. Technical Support- AT&T September 2009- October 2011 Sitel Philippines Corporation- Baguio BCEZ Loakan Road, Baguio City Handle incoming calls from DSL customers, responding to inquiries, resolving common internet issues over the phone and setting up appointments for service calls. Education June 1997- March 2001 Graduate of A.B. Mass Communications major in Broadcasting Centro Escolar University- Malolos, Bulacan January 2007- September 2007 7months Caregiver Course Data Center College- Bonifacio St, Baguio City Skills • Completed Virtual Assistant training specifically cold calling seller leads, agent enrollment outbound calling, doing Comparative Market Analysis, crm (e.g. podio) and dialer (e.g. nextiva) navigation • Skilled in call center operations [inbound and outbound calls using Avaya phones, email management, tools navigation (e.g. Siebel, Oracle, Citrix, BOSS,) multitasking] • Multi-line phone operation proficiency • Exceptional work flow management • Strong problem solving aptitude • Familiarity with Key Performance Indicators (KPI) and Metrics