Open to opportunities

Joanna Kirsty Acosta

@joannakirstyacosta

Message

Experienced customer service representative with strong problem-solving skills.

Zimbabwe

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am Joanna Kirsty Acosta, a dedicated customer service representative with nearly 7 years of experience in the field. My journey began with a Bachelor of Science in Nursing, which has equipped me with strong communication and empathy skills, essential for addressing customer concerns effectively. Throughout my career, I have worked with various companies, honing my abilities in conflict resolution and backend operations.

In my most recent role at Boston Wellness Labs, I excelled in managing customer inquiries and backend tasks, ensuring a seamless experience for our clients. My experience spans multiple roles, including quality assurance and customer service, where I have consistently demonstrated my commitment to providing exceptional service. I thrive in fast-paced environments and am adept at multitasking, managing calls, chats, and emails simultaneously to meet customer needs.

Experience

Work history, roles, and key accomplishments

Customer Service Representative/Backend Operations

Boston Wellness Labs

Apr 2022 - Present (3 years 3 months)

Worked remotely as a customer service representative and handled backend operations. Assisted customers with order concerns and general inquiries, managing tasks such as processing refunds, updating tracking information, and handling failed orders.

Customer Service Backend Order Management

Customer Service Representative

NetParcel

Apr 2021 - Present (4 years 3 months)

Worked as a Customer Service Representative, managing calls and emails simultaneously. Assisted customers with concerns and issues related to their parcels.

Customer Service

Bill Negotiator

VIRTUALISTS Business Solutions

Nov 2020 - Present (4 years 8 months)

Worked as a Bill Negotiator for TRIM, focusing on optimizing billing processes. Utilized negotiation skills to achieve favorable outcomes for clients.

Financial Analysis Problem Solving Communication

Quality Assurance

VIRTUALISTS Business Solutions

Aug 2019 - Present (5 years 11 months)

Served as a Quality Assurance specialist for TRIM, ensuring high standards of service delivery. Conducted thorough reviews to identify and address areas for improvement.

Quality Assurance Performance Monitoring Process Improvement Data Analysis Reporting

Customer Service Representative

VIRTUALISTS Business Solutions

Jan 2018 - Present (7 years 6 months)

Worked as a Customer Service Representative for Snaptravel (now Super), handling calls, chats, and emails simultaneously. Managed bookings and forwarded requests to hotels on behalf of customers.

Customer Service Chat Support Email Support

Customer Service Representative

CRICKET

Nov 2012 - Present (12 years 8 months)

Managed a high volume of daily calls, handling 50-60 customer interactions. Successfully resolved customer concerns and issues, ensuring satisfaction.

Customer Service Conflict Resolution Communication