Open to opportunities

Jessel Licdan

@jessellicdan

Message

Customer-focused service representative skilled in technical troubleshooting and communication.

Philippines

Message

What I'm looking for

I seek a supportive team role where I can apply technical troubleshooting and customer service skills, grow professionally, and contribute to strong customer experiences.

I am a hardworking customer service and technical support professional with experience across BPO and remote support roles, supporting accounts such as TechStyle, Cricket, DirecTV, and Canada Tax Revenue.

I consistently resolve billing, order, device, and account issues with empathy and attention to detail, delivering quality experiences in fast-paced environments.

My background includes in-person retail operations and formal study in Development Communication, which strengthen my communication, client service, and problem-solving skills.

I seek opportunities to contribute to a supportive team, continue learning, and apply my multitasking and troubleshooting abilities to improve customer outcomes.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Awesome CX

Nov 2023 - May 2024 (6 months)

Handled order and billing inquiries and resolved customer concerns for a fashion subscription account, maintaining empathetic, accurate support to ensure quality customer experience.

Customer Service Billing Support Phone Support CRM Empathy Data Entry Multitasking

Technical Service Representative

Teleperformance

Jun 2023 - Sep 2023 (3 months)

Provided technical assistance in a fast-paced BPO environment, diagnosing and resolving device and account issues to restore customer service functionality.

Technical Support Troubleshooting CRM Remote Support Problem Solving Multitasking

Customer Support Representative

Canada Tax Revenue (remote)

Jul 2020 - Aug 2021 (1 year 1 month)

Assisted taxpayers with general inquiries while maintaining data confidentiality and delivering accurate remote support for tax-related questions.

Remote Support Confidentiality CRM Multitasking

Customer/Technical Service Rep

Concentrix

Jan 2019 - Jan 2020 (1 year)

Provided account assistance and technical troubleshooting for U.S.-based prepaid mobile customers, resolving service and account issues to improve customer satisfaction.

Technical Troubleshooting Customer Service CRM Multitasking Documentation

Customer Service Representative

IBEX Davao

Jan 2018 - Oct 2018 (9 months)

Handled billing queries and escalations for DirecTV customers, resolving billing issues and improving ticket resolution timeliness.

Billing Support CRM Call Center Operations Problem Solving Data Entry

Store Clerk

China Town

Jun 2016 - Dec 2017 (1 year 6 months)

Assisted with daily store operations including customer service and inventory tracking to maintain store efficiency and stock accuracy.

Customer Service Store Operations POS Multitasking

Education

Degrees, certifications, and relevant coursework

Davao Oriental State University

Bachelor of Science, Development Communication

2020 - 2024

Completed a Bachelor of Science in Development Communication between school years 2020 and 2024, focusing on communication and community development principles.