Jeffe Mae Monzales
@jeffemaemonzales
Adaptable BPO professional with 5+ years in customer support and QA.
PhilippinesWhat I'm looking for
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
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.
Returned to core CSR duties handling order placements, delivery inquiries, and general customer support while ensuring accurate documentation and timely resolutions.
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.
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.
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.
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.
Assisted customers with SIM activations, deactivations, account verification, and basic troubleshooting while delivering quality service and resolving technical inquiries.
Education
Degrees, certifications, and relevant coursework
Jeffe Mae hasn't added their education
Don't worry, there are 90k+ talented remote workers on Himalayas
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
Interested in hiring Jeffe Mae?
You can contact Jeffe Mae and 90k+ other talented remote workers on Himalayas.
Message Jeffe MaeFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
