Open to opportunities

Jen Salivio

@jensalivio

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Customer-focused call center agent with 5+ years driving retention and de-escalation.

Zimbabwe

Message

What I'm looking for

I’m looking for a customer-focused BPO role where I can deliver fast, high-quality resolutions, protect customer retention, and continue growing through coaching, quality monitoring, and clear KPI expectations in a supportive team environment.

I’m a customer-focused professional with 5+ years of combined experience as an agent assistant and BPO call center agent. I’m known for resolving complex cases under pressure, staying calm during difficult conversations, and adapting quickly to support customers end-to-end.

At Alorica by the Bay, I handled inbound/outbound customer inquiries, maintained CRM records, and consistently met KPIs through strong communication and negotiation. I also supported team leaders with coaching and quality monitoring, and I’ve been recognized as a top-performing agent for customer retention, conflict resolution, and de-escalation.

Experience

Work history, roles, and key accomplishments

Call Center Agent

Alorica By The Bay

Jan 2024 - Jan 2025 (1 year)

Handled inbound and outbound customer inquiries, resolving complex cases while maintaining CRM records and meeting KPIs. Supported team leaders with coaching and quality monitoring and was recognized as a top-performing agent.

Customer Relationship Management (CRM)Conflict Resolution Negotiation Customer Retention De escalation Written And Verbal Communication

Assistance Agent

Hyperloop

Jan 2020 - Jan 2021 (1 year)

Collaborated with cross-functional teams to resolve client concerns and improve service workflows while managing client communications. Assisted with recruitment tasks and handled service solution negotiations in a fast-paced environment while maintaining high customer satisfaction.