Joanna Marie Pinongcos
Customer Service Representative
Konya
Work Preference
Summary
Dynamic customer service professional with experience at Optum, excelling in complaint handling and first call resolution. Proven track record in enhancing customer satisfaction through empathy and efficient problem-solving. Skilled in data entry and email communication, consistently achieving performance metrics and contributing to team success. Increased customer retention rates by 20% through exceptional service delivery.
Overview
16
16
years of professional experience
3
3
Languages
Work History
Customer Care Representative
Optum
06.2025 - 12.2025
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Logged call information and solutions provided into internal database.
Customer Care Representative
Everıse
09.2024 - 02.2025
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Conducted customer satisfaction surveys to gather feedback and identify areas for improvement.
- Educated customers about billing, payment processing and support policies and procedures.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Customer Service Representative
Masterpiece Phil
03.2024 - 09.2024
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Customer Servıce Representative
Alorica
03.2023 - 02.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Secretary
Barangay Tagumpay, Dıstrıct III Quezon Cıty
07.2018 - 07.2023
- Maintained daily report documents, memos and invoices.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Entered data into system and updated customer contacts with information to keep records current.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Assisted in preparing detailed reports for management, enabling informed decision-making.
Field Worker
AME Market Research
01.2010 - 07.2018
- Enhanced team collaboration through clear communication and mutual support during field tasks.
- Conducted field surveys to collect data on wildlife populations and habitats.
- Reduced safety incidents by conducting thorough equipment inspections and following established safety protocols.
- Improved field productivity by implementing efficient work procedures and time management strategies.
Education
No Degree - Education
Asıa School of Arts And Scıences
Philippines 04.2001 -
Skills
Customer service
Data entry
Complaint handling
Inbound customer service
Billing coordination
Order processing
Empathy and patience
Email communication
Punctuality and reliability
Computer skills
Multitasking Abilities
First call resolution
Problem resolution
Timeline
Customer Care Representative
Optum
06.2025 - 12.2025
Customer Care Representative
Everıse
09.2024 - 02.2025
Customer Service Representative
Masterpiece Phil
03.2024 - 09.2024
Customer Servıce Representative
Alorica
03.2023 - 02.2024
Secretary
Barangay Tagumpay, Dıstrıct III Quezon Cıty
07.2018 - 07.2023
Field Worker
AME Market Research
01.2010 - 07.2018
No Degree - Education
Asıa School of Arts And Scıences
04.2001 -
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Filipino
Bilingual or Proficient (C2)
Turkish
Beginner (A1)
Accomplishments
- Supervised team of 52 staff members.
Interests
Travel
Affiliations
- Cubao Zıon Fıre and Rescue Volunteers
Quote
If you really look closely, most overnight successes took a long time.
Steve Jobs