Open to opportunities

Jemark Rodrigo

@jemarkrodrigo

Message

Customer service professional specializing in accurate case management and escalation resolution.

Philippines

Message

What I'm looking for

I’m looking for a customer support role where I can own complex cases end-to-end, use CRM tools, and improve CSAT through fast, empathetic resolutions and data-accurate documentation.

I’ve spent years delivering customer support across travel, eCommerce, technical/billing issues, and remote peak-support environments, consistently focusing on clear communication and reliable resolution. I take pride in maintaining high standards for issue handling, follow-ups, and customer experience.

In my roles, I’ve driven strong outcomes through data accuracy and disciplined documentation in CRM systems—achieving 100% case accuracy and traceability, 99% reservation accuracy, and first-contact resolution rates like 90% and 92%. I also improve satisfaction by escalating strategically when needed and resolving complex concerns with empathy, including reducing issue turnaround time by 20% and repeat issues by 15%.

Beyond customer support, I bring operational and growth-minded support from lead generation and assistant work—contributing to a 20% increase in lead conversion and enabling faster follow-ups with accurate meeting documentation. I’m motivated by ownership of end-to-end processes, from appointment completions and approvals to timely, well-documented progress for high-priority clients.

Experience

Work history, roles, and key accomplishments

Faculty Teacher

La Consolacion College of Murcia

Designed and delivered student-centered lesson plans across multiple curriculum tracks, increasing student engagement by 15% and improving learning outcomes. Tracked 150+ students through data-driven assessments, achieving a 95% academic passing rate, and implemented classroom management that reduced behavioral disruptions by 25%.

Lesson planning Instructional Design Assessments Progress Monitoring Classroom Management Student Engagement

Executive Assistant & Lead Gen

Direct Client

Documented 100% of client meetings by capturing discussions, decisions, and action items to support 30% more efficient follow-ups. Generated property leads through prospect research and client need identification, contributing to a 20% increase in lead conversion and sales opportunities while maintaining up-to-date records for retention.

Executive Assistance Administrative Support Lead Generation Prospect Research Sales Support Client Account Management

Customer Service Representative

Peak Support

Resolved complex product, billing, and return inquiries via calls and email while maintaining high issue-resolution quality. Maintained 100% case accuracy and traceability in the CRM, improved customer satisfaction through empathetic support, and escalated complex issues for faster resolution.

Customer Service Billing Support Returns Case Accuracy Escalation Management Customer Satisfaction

Sales Representative Assistant

Direct Client

Optimized high-priority case workflows by confirming appointment completions and executing timely follow-ups to ensure 100% smooth progression. Streamlined county paperwork submissions and guided clients through home care service waiver approvals to improve document accuracy and reduce processing delays.

Case Management Timely Follow Ups Document Processing Inbound Call Management

Technical & Billing Support CSR

iQor

Resolved technical malfunctions and payment discrepancies for a high volume of users, achieving a 92% first-call resolution (FCR) rate and improving customer satisfaction. Documented 100% of interactions in the CRM to enable 20% faster escalation of technical and billing concerns, while managing sensitive account updates with zero compliance infractions.

Technical Support First Call Resolution (FCR)Escalation Management Data Integrity

eCommerce Customer Support

Concentrix

Responded to high-volume customer inquiries with timely solutions, achieving a 90% first-contact resolution (FCR) rate and increasing customer satisfaction. Managed customer orders with 98% accuracy, resolving complex complaints to reduce repeat issues by 15% and improve long-term retention.

First Contact Resolutions Order Management Complaint Resolution Customer Retention Customer Satisfaction

Seasonal Account CSR

iQor

Handled high-volume seasonal inquiries with a 92% first-contact resolution (FCR) rate and supported measurable improvements in customer satisfaction. Processed orders with a 99% accuracy rating during peak traffic and resolved complaints with empathy to reduce repeat issue rates by 15% and strengthen retention.

Seasonal Customer Support First Contact Resolutions Order Processing Peak Traffic Management Complaint Resolution Customer Retention

Travel Account CSR

Concentrix

Processed complex travel reservations with 99% accuracy, ensuring error-free bookings and zero transaction discrepancies. Delivered tailored assistance to 50+ customers daily and improved CSAT by resolving escalations with a solution-oriented approach, reducing issue turnaround time by 20% and strengthening retention.

Customer Service Personalization Complaint Resolution Escalations CSAT

Customer Service Representative

Transcom Worldwide

Handled high-volume customer inquiries with a 93% first-contact resolution (FCR) rate to improve customer satisfaction. Managed thousands of customer accounts and billing profiles with 99.9% data accuracy, and provided technical troubleshooting to reduce average customer downtime by 20%.

Customer Support First Contact Resolutions Technical Troubleshooting Customer Satisfaction