Joanne Quiambao

JOANNE S. QUIAMBAO BLOCK 16, LOT 21 MAGANDA ST FIESTA COMMUNITY, MANIBAUG PARALAYA, PAMPANGA 2008 -- PROFILE Self-motivated and hard working with a wide range of experience in customer service. Able to work under pressure and adapt to new situations as circumstances demand. Accustomed to working in a stressful, volatile, fast-paced environment and juggling multiple assignments while producing accurate work. Good problem solving and analytical skills. Possess the intelligence to handle numerous complex issues, and the temperament to remain calm under pressure. Ability to focus on problem resolution using diplomatic communication. Excellent computer skills. WORK EXPERIENCE Customer Support for Amazon (Dot&Dot) Answering buyer messages in Amazon. Basic knowledge with digital marketing, hiring brand influencers, Zendesk and Amazon’s buyer messages. Responding to customer’s feedback/product reviews. Assisting in editing templates and other marketing related campaigns. Tools: Tomoson, Fiverr, Clickfunnels, ASANA, Remote Desktop Protocol (RDP), Sharepoint, Many Chat, Social Media Marketing (facebook, instagram, twitter, youtube) Quality Assurance Analyst (Upwork Client: National Debt Relief) Monitoring and evaluating CSR calls to ensure quality expectations is met as set by the management. Sending daily feedback to Operations and Quality Team. Providing best practices/improvement recommendations on agent’s opportunities on each call. Attending call calibration and team meetings with QA Team and Customer Service Team Leads as needed. UPS International Inc. April 30, 2010- January 26, 2018 RNT- Customer Support (E-mail) • Responding to customer's inquiry/request via e-mail not limited to tracking, scheduling pick-up, billing, sending documents and other shipping inquires. • Contacting Service Centers and other UPS divisions when necessary to ensure we provide one-time resolution to our customers. • Meeting the quality expectations set by the management while maintaining Service Level Agreement (SLA). Universal Freight CSR (Voice) • Scheduling new pick-up, modifying and canceling existing pick up per customer's request. • Basic tracking of shipments and providing necessary information using the tools available. • Assisting customers regarding billing inquiries, products and services provided by the company with the ability to meet the needs of each customer efficiently. • Redirecting calls/ sending cases to appropriate department when necessary, based on proper call procedure. *Volunteered to support Domestic Tracking Department from October to January 2013 etelecare Global Solutions Clarkfield, Pampanga DELL Technical Support (Chat Agent) 01 Oct 2007- 06 Jan 2009 Duties: Provide first-level technical Support on basic operational or maintenance of personal computers and /or peripherals using available tools. Guide customer troubleshooting efforts to identify products that have Customer Issues and issue service calls in accordance with guidelines. Escalate problems when unable to resolve customer issues. Log and sufficiently document all contacts with customers in designated tools. Perform outbound calls and send e-mails to follow up on unresolved issues, when necessary. America Online, LLC. (Chat/E-mail Consultant) 04 January 1999- 31 September 2007 Essential Functions: Handling calls via e-mail and chat with the ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance. Prioritizes and performs a variety of concurrent tasks with minimal direction. Uses time proactively, maximizes efficiency, and meets challenging work goals. Update the existing databases with changes and the status of each customer/prospective customer. Maintains historical reference and records data. Use training and professional demeanor to overcome customer objections and create positive customer experience. Relaying sensitive information to appropriate parties. Keeps clients, superiors, and peers updated based on their information needs. TRAINING COURSES Customer Service Care Skills, Negotiation Skills, Effective Business Writing. (AOL) DELL Chat Support Technical Training (15th August 2008) UPS Freight Product and Service Training (May 2010); UPS Domestic Tracking (October 2012) AWARDS RECEIVED Crew of the Month : Recognition for having high performance among the team. (2005) Golden Eagle Award: Perfect Attendance for one year. (2004) Member’s Choice Award: Recognition for being part of a top performer team. -) Raving Fan Awards: Positive words and feedback from customers/members served.  -) EDUCATION Associate in Computer Secretarial  Holy Angel University Angeles City, Pampanga -