Open to opportunities

Jeffe Mae Monzales

@jeffemaemonzales

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Adaptable BPO professional with 5+ years in customer support and QA.

Philippines

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What I'm looking for

I seek remote roles in customer support or QA where I can apply process-driven skills, improve team quality, and handle escalations with clear documentation.

I am an adaptable BPO professional with over five years of experience across customer service, quality assurance, email support, e-commerce order handling, and appointment scheduling. I learn new processes quickly and prioritize accuracy and continuous improvement.

At Cognizant, I progressed from Customer Service Representative to Quality Analyst and Email Support Specialist, conducting call audits, leading performance discussions, handling escalations, and maintaining detailed client documentation. I was selected for a temporary E-Commerce assignment for reliability and attention to detail.

Currently I work as a Customer Support Representative at Cognizant supporting Monro, where I schedule service appointments, manage customer inquiries, create tickets for callbacks, and ensure accurate documentation. I am available for remote work and bring strong empathy, communication, and process-focused discipline to teams.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

Cognizant

Sep 2024 - Present (1 year 4 months)

Scheduled service appointments, handled customer inquiries on services and pricing, attempted real-time transfers to stores, and created tickets for callbacks to ensure follow-up and satisfaction.

Scheduling Customer Support Ticketing Documentation CRM Problem Solving

Customer Support Representative

Cognizant

Jun 2024 - Sep 2024 (3 months)

Returned to core CSR duties handling order placements, delivery inquiries, and general customer support while ensuring accurate documentation and timely resolutions.

Customer Support Order Management Order Inquiries CRM Documentation Communication Multitasking

Customer Service Representative

Cognizant

Mar 2020 - Sep 2024 (4 years 6 months)

Provided voice and email support for Papa John’s customers, handling order placement, delivery inquiries, and escalations while maintaining accurate documentation and high service quality during peak periods.

Customer Support Email Support Order Management Escalations Documentation CRM Data Entry

E-Commerce Specialist

Cognizant

Mar 2024 - Jun 2024 (3 months)

Temporarily managed failed online orders by coordinating manual order placement with stores, contacting customers for resolution, and logging all actions to maintain complete order records.

E Commerce Operations Order Recovery Documentation CRM Data Entry

Client Experience Specialist

Cognizant

Mar 2023 - Mar 2024 (1 year)

Managed client email escalations and special instructions, verified issues via call reviews, updated store websites/banners, and maintained detailed client records to ensure proper follow-up.

Email Support Escalation Management Client Communication CRM Documentation

Quality Analyst

Cognizant

Sep 2021 - Mar 2023 (1 year 6 months)

Conducted call audits and scored agents against quality metrics, led team reviews to identify coaching opportunities, and collaborated with supervisors to improve compliance and overall team performance.

Quality Assurance Coaching Performance Analysis Compliance Reporting Documentation

Telco Customer Service Rep

Qualfon

Jul 2019 - Dec 2019 (5 months)

Assisted customers with SIM activations, deactivations, account verification, and basic troubleshooting while delivering quality service and resolving technical inquiries.