Open to opportunities

Jessica Borromeo

@jessicaborromeo

Message

Customer experience professional delivering empathetic support, retention, and measurable satisfaction improvements.

Philippines

Message

What I'm looking for

I’m looking for a customer-focused role where I can resolve inquiries end-to-end, use CRM to improve CSAT/AHT, handle escalations with empathy, and help boost retention and loyalty in a fast-paced, supportive team.

I’m a results-driven, customer-focused professional who brings strong communication, problem-solving, and interpersonal skills to fast-paced environments. I’m known for delivering excellent customer support through empathy and active listening, resolving concerns efficiently, and maintaining high customer satisfaction.

In my recent roles, I handled inbound inquiries, documented interactions using CRM tools, and consistently met or exceeded performance metrics like CSAT and AHT. I also managed customer retention by addressing concerns, handling escalations with professionalism, and improving loyalty and reducing churn, while earlier supporting customers in laundry operations and improving turnaround time through efficient multitasking.

Experience

Work history, roles, and key accomplishments

Customer Retention Agent

Homeaglow

Nov 2024 - Apr 2025 (5 months)

Managed customer retention by addressing concerns, offering appropriate solutions, and building strong customer relationships to improve loyalty and reduce churn. Handled escalations with professionalism and empathy, helping improve retention rates by resolving complaints and promoting service value.

Customer Retention Escalations Complaint Resolution Relationship Building Customer Loyalty Customer Service Communication

Customer Experience Executive

Probe CX (Amaysim)

Aug 2022 - Feb 2023 (6 months)

Handled inbound customer inquiries and resolved issues efficiently through clear communication and problem-solving. Documented interactions using CRM tools and consistently met or exceeded customer satisfaction and performance metrics (CSAT, AHT).

Inbound Communication Skills Problem Solving Customer Satisfaction Response Time Optimization (AHT)Multitasking Customer Service

Laundry Staff

Bubble Wash

Aug 2020 - Jan 2021 (5 months)

Performed washing, drying, and folding of garments while maintaining high cleanliness and quality standards. Improved turnaround time by efficiently managing multiple laundry loads to increase daily output.

Laundry Operations Customer Service Garment Handling Quality Standards Time Management Multitasking