Jeffe Mae Monzales
@jeffemaemonzales
Customer Support Professional with 6+ years of experience in customer service, QA, email support, and operations support.
PhilippinesWhat I'm looking for
I’m a customer support professional with over six years of experience in customer service, quality assurance, email support, appointment scheduling, and e-commerce operations. Throughout my career at Cognizant, I worked across multiple accounts and adapted quickly to new processes, tools, and client requirements.
I started as a Customer Service Representative before moving into a Quality Analyst role, where I audited calls, provided coaching and feedback, monitored performance trends, and helped improve service quality. I also supported email operations and was selected for a temporary e-commerce project because of my attention to detail and ability to learn new workflows quickly.
Most recently, I worked as a Customer Service Representative for Monro, handling inbound calls, scheduling automotive service appointments, creating callback requests, documenting customer interactions, and ensuring each case was accurately recorded and routed. Working in a fast-paced environment strengthened my communication, multitasking, and problem-solving skills.
I'm currently looking for a long-term remote opportunity where I can continue growing, contribute to a team, and deliver excellent customer experiences.
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
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Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Social media
Job categories
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