Jessa Jane Galinato
@jessajanegalinato
Customer experience operator with 14+ years in Support, CX, and escalations. I turn customer problems into smarter processes, better experiences, and
PhilippinesWhat I'm looking for
At Deel, I resolved escalations, complaints, DSAT, negative NPS, and public reputation issues across chat, email, social media, and specialized Slack channels. I partnered with the CEO, leadership, users, and cross-functional stakeholders to drive urgent resolutions for clients, contractors, and employees.
I conduct root cause analysis on customer complaints, identify gaps, and implement corrective actions. I also troubleshoot complex platform and integration issues involving logins, payments, contracts, and functionality while supporting payment, HR, and client-specific inquiries.
Across Deel, Wonolo, Spotify, Dialpad, Qantas Store, and Sprint, I've supported customers with billing, credits, disputes, product troubleshooting, network connectivity, and account requests using Zendesk and internal knowledge bases.
Experience
Work history, roles, and key accomplishments
Managed customer experience support, responding to inquiries via Zendesk and coordinating with stakeholders. Conducted root cause analysis on DSAT and public complaints, and collaborated with leadership on urgent escalations.
Resolved user inquiries via chat and email, achieving above-average quality scores. Provided tailored support for payments, HR, and client-specific needs, and troubleshooted platform issues.
Assisted customers by solving disputes and providing product information. Troubleshooted desktop apps, desk phones, and network connectivity issues, and processed billing requests.
Answered general and billing inquiries via Zendesk, manually created jobs for Wonoloers, processed credits and payment adjustments, and made outbound calls for unresponsive users.
Answered billing inquiries via email and provided credits or adjustments with full ownership. Determined device issues and provided troubleshooting steps, and resolved product issues hindering app usage.
Customer Service Representative
Stellar Philippines
Mar 2016 - Sep 2016 (6 months)
Catered to general product inquiries, updated members with order information, and created and maintained service reports.
Customer Service Representative
Stream Global Services
Feb 2012 - Nov 2015 (3 years 9 months)
Assisted customers by solving disputes and providing product information. Troubleshooted urgent and complex product issues.
Education
Degrees, certifications, and relevant coursework
DEEL INC.
Reviews & Complaints Manager, Customer Experience
2021 - 2026
Worked as a Customer Experience Support professional, handling customer inquiries and complaints across multiple channels.
Dialpad
Customer Service Representative, Customer Support
2019 - 2020
Provided customer support by resolving disputes, explaining products, and troubleshooting technical issues.
Wonolo Inc.
Customer Experience & Support Specialist, Customer Experience
2018 - 2019
Handled general and billing inquiries, created jobs, processed credits, and made outbound calls.
Sutherland Global Services
Customer Service Representative, Customer Support
2017 - 2018
Answered billing inquiries, provided credits, and troubleshooted product issues for Spotify.
StellarPhilippines
Customer Service Representative, Customer Service
2016 - 2016
Catered to product inquiries, updated members with order information, and created service reports.
Stream Global Services
Customer Service Representative, Customer Support
2012 - 2015
Assisted customers by resolving disputes, explaining products, and troubleshooting complex issues.
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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