Open to opportunities

Jojie Marie Tinio

@jojiemarietinio

Message

Customer service supervisor skilled in omnichannel escalation resolution and team mentorship.

Philippines

Message

What I'm looking for

I seek a customer-focused role where I can lead teams, resolve complex escalations, improve processes, and continue mentoring colleagues.

I am a customer service supervisor with seven years of progressive experience resolving complex escalations across phone, chat, and email, and mentoring teams as a Subject Matter Expert. I drive timely issue resolution, document and escalate systemic problems, and contribute to process improvements that reduce contact volume and improve retention.

I hold a BS in Information Technology with a major in Web Development and have hands-on experience in technical support, ticketing systems, and digital design from prior marketing work. I am proactive, adaptable, and passionate about learning new skills to help teams succeed.

Experience

Work history, roles, and key accomplishments

Current

Resolution Specialist

Current

Amazon Operations Services

Oct 2024 - Present (1 year 3 months)

Spearhead resolution of critical customer escalations across omnichannel channels, analyzing complex case histories and implementing solutions that improved customer retention and reduced repeat contacts through documented process improvements.

Escalation Management Ticketing Systems Process Improvement Customer Retention Mentorship Root Cause Analysis

Current

Subject Matter Expert

Current

Amazon Operations Services

Nov 2022 - Present (3 years 2 months)

Provide technical and procedural mentorship to new hires and act as first-line support to ensure accurate knowledge application, contributing to improved team performance and faster onboarding.

Mentorship Knowledge Management Training Troubleshooting QA SOP Development

Current

Customer Service Associate

Current

Amazon Operations Services

May 2019 - Present (6 years 8 months)

Delivered omnichannel customer support via phone, chat, and email, resolving a wide range of issues and maintaining timely issue resolution and customer satisfaction.

Phone Support Live Chat Email Support Customer Solutions CRM Ticketing Systems

Marketing Assistant

Koffiepauze

Apr 2015 - Nov 2018 (3 years 7 months)

Created in-house graphic designs and promotional materials for the coffee shop, supporting campaigns that enhanced visual brand identity across channels.

Graphic Design Visual Branding Promotional Materials Digital Marketing Adobe Creative Suite

Education

Degrees, certifications, and relevant coursework

University of San Jose - Recoletos

Bachelor of Science, Information Technology (Web Development)

2013 - 2017

Activities and societies: Major in Web Development; completed coursework and projects related to web design and development.

Completed a Bachelor of Science in Information Technology with a major in Web Development, focusing on web technologies and practical development projects.