JUJoan User
@joanuser
Customer-focused professional with nearly 15 years in service.
PhilippinesWhat I'm looking for
I am a dedicated customer service representative with nearly 15 years of experience in the field. My career has been built on a foundation of understanding customer needs and delivering effective solutions that ensure satisfaction. Currently, I work with NZ Fishing Company, where I handle inbound calls, chats, and emails from customers across New Zealand, Australia, and beyond. My role involves providing detailed information on product availability, processing orders, and resolving any issues that arise, all while maintaining a high standard of customer service.
Previously, I served as a Team Manager at Sutherland Global Services, where I led daily operations and provided targeted coaching to my team. My focus was on fostering a high-performance culture that motivated team members to exceed sales targets. I also took on the role of Subject Matter Expert, where I monitored team performance and provided constructive feedback to enhance service delivery. My commitment to excellence in customer service has consistently driven positive results and customer retention.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
NZ Fishing Company Ecommerce Retail
Sep 2018 - Present (6 years 9 months)
Responded to customer inquiries via calls, chats, and emails regarding products, orders, and delivery status for customers in New Zealand, Australia, and internationally. Processed orders, payments, and refunds, prepared quotations, and resolved issues like damage claims and missing items. Investigated suspected fraudulent orders to ensure transaction security and prevent losses.
Team Manager
Sutherland Global Services
May 2016 - Jun 2018 (2 years 1 month)
Led daily team operations, ensuring alignment with company standards and client performance metrics. Provided targeted sales coaching and mentorship to drive both individual growth and overall team success. Fostered a high-performance culture by motivating the team to consistently exceed sales targets through strategic goal-setting.
Subject Matter Expert (SME)
Sutherland Global Services
Jan 2015 - May 2016 (1 year 4 months)
Assisted in monitoring team performance, identifying areas for improvement, and providing constructive feedback to help agents overcome challenges. Supported training sessions and reinforced coaching strategies to ensure consistent application across the team. Promoted a positive, collaborative environment to help motivate the team in achieving sales targets.
Customer Service Representative (CSR)
Sutherland Global Services
Mar 2010 - Jan 2015 (4 years 10 months)
Served as a frontline representative, addressing customer inquiries related to services, products, billing, equipment, and claims, while ensuring first call resolution was consistently achieved. Delivered exceptional customer service to support client goals, service level agreements, and performance targets. Proactively identified and resolved customer concerns to improve satisfaction and support
Education
Degrees, certifications, and relevant coursework
Joan hasn't added their education
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Availability
Location
PhilippinesAuthorized to work in
Job categories
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