Jennifer Sakay
@jennifersakay
Customer service professional with Virgin Australia Velocity and Pearson experience, handling chat, email, escalations, and refunds.
PhilippinesWhat I'm looking for
At Sitel, I handled membership queries by phone, email, and chat for the Virgin Australia Velocity Frequent Flyer program. I guided members through updating personal details and claiming missing points, and escalated complex concerns for investigation while maintaining a zero complaint rate.
At Concentrix, I supported Pearson customers with ordering, booking, tracking, and refund status updates across phone, chat, email, and back-office correspondence. I’ve also handled Wells Fargo banking inquiries and PayPal billing and transaction issues, and I wrote and self-published children's picture books and the customer service eBook “50 Ways to WOW Customers.”
Experience
Work history, roles, and key accomplishments
Independent Author & Self-Publisher
Self Employed
Jan 2026 - Present (9 months)
Wrote, designed, and self-published 10 children's picture books on Amazon KDP and a customer service eBook, managing formatting, cover design, and digital distribution independently.
Customer Service Representative
Sitel
May 2022 - Sep 2025 (3 years 4 months)
Handled membership queries by phone, email, and chat for the Virgin Australia Velocity Frequent Flyer program. Guided members in updating personal details and claiming missing points, and escalated complex concerns for investigation while maintaining a zero complaint rate.
Handled inbound phone banking inquiries including balances, transactions, and basic troubleshooting. Assisted customers with online banking navigation, password resets, and security verification while ensuring compliance with banking regulations.
Supported the Pearson (books) account through phone, chat, email, and back-office correspondence. Assisted customers with ordering, booking, tracking, and refund status updates while meeting customer satisfaction goals.
Unit Manager
AXA Philippines
Dec 2018 - Jun 2019 (6 months)
Recruited and mentored agents to meet company targets and ensured team compliance with policies and performance standards.
Bancassurance Sales Executive
BPI-Philam Life Assurance
Jul 2009 - Oct 2018 (9 years 3 months)
Built and maintained relationships with bank partners and customers, delivering strong after-sales service. Grew new business and received multiple performance awards.
Education
Degrees, certifications, and relevant coursework
Polytechnic University of the Philippines
Bachelor of Science, Advertising and Public Relations
Bachelor of Science in Advertising and Public Relations from the Polytechnic University of the Philippines.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Job categories
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