Open to opportunities

Helena Pauline Josol

@helenapaulinejosol

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Customer service specialist with 12 years in BPO industry.

Philippines

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What I'm looking for

I seek a role in a customer-focused environment that values teamwork and growth.

With over 12 years of experience in the BPO industry, I have honed my skills as a Customer Service Specialist, focusing on enhancing customer satisfaction through effective problem resolution and proactive support. My journey has been marked by a commitment to excellence, where I consistently strive to exceed customer expectations and contribute to team success.

Throughout my career, I have successfully managed various roles, from Technical Support to Administrative Support, demonstrating my versatility and ability to adapt to different challenges. My expertise in tools like Zendesk, Salesforce, and Smartsheet has enabled me to streamline processes and improve operational efficiency. I take pride in my ability to maintain high satisfaction rates and resolve complex issues, ensuring that customers receive the best possible service.

As a dedicated professional, I am passionate about continuous improvement and leveraging customer feedback to enhance service delivery. I am eager to bring my strong work ethic and customer-centric approach to a dynamic team, where I can contribute to achieving organizational goals while fostering a positive customer experience.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

MSAC Solutions | Weconnect PH

Jun 2021 - Present (3 years 11 months)

Provided comprehensive technical support to customers through various channels, including calls and emails. Guided users through onboarding processes and assisted with audits, ensuring operational efficiency. Managed projects effectively and maintained high customer satisfaction rates.

Zendesk Oracle Smartsheet Microsoft Teams Data Reporting Customer Onboarding Project Management

Administrative Support & Online Learner Adviser

Kineo | Remotestaff

Aug 2016 - Jun 2021 (4 years 10 months)

Delivered primary and technical support for an E-learning portal, ensuring high customer satisfaction through proactive assistance. Transitioned support systems from Zendesk to Salesforce CRM, and utilized various tools for issue tracking and reporting.

Zendesk Salesforce Jabber Atlassian Jira Data Reporting Customer Support Troubleshooting Process Improvement

Tier 2 Email Customer Support

UBER | Lizardbear Tasking Inc (TaskUs)

Feb 2015 - Jul 2016 (1 year 5 months)

Managed complex customer inquiries via email, ensuring timely resolutions. Acted as a Subject Matter Expert for Tier 1 agents and consistently exceeded performance targets while maintaining high service standards.

Zendesk Email Support Customer Solutions Performance Analysis Problem Analysis Customer Satisfaction Team Collaboration

Order Specialist/Order Creator

AT&T | Infosys BPO LTD.

Dec 2012 - Jan 2015 (2 years 1 month)

Efficiently managed and processed internet orders for AT&T, ensuring accuracy and timely completion. Communicated effectively with clients and performed data entry tasks to maintain order integrity.

Order Management Data Entry Client Communication Customer Service Problem Solving

Education

Degrees, certifications, and relevant coursework

Bachelor of Science: Food Service and Institutional Management

Bachelor of Science, Food Service and Institutional Management

2008 - 2012

Studied Hotel and Restaurant Management with a focus on International cuisine and Cake decoration, Catering and Quality Food Production, Food and Beverage management, Vegetarian Gourmet, Food Preservation, and Meat processing.