Looking for a job

Joy Ann Bautista

@joyannbautista

Customer service representative at Rooter Hero Plumbing scheduling plumbing appointments and coordinating customer requests with technicians.

Philippines

Message

What I'm looking for

I'm seeking a fulfilling entry position where I can contribute and develop my technical, interpersonal, and relational skills for personal and organizational growth and success.

At Rooter Hero Plumbing, I answer customers’ calls about plumbing services, understand their needs, and schedule appointments for inspections, repairs, and maintenance.

At Sweetopia, I managed real-time subscriber chats, helped with account and payment concerns, and promoted subscription content and other digital offerings.

At Quality Analytics Team – Expedia and as a Quality Analyst for United Airlines, I evaluated customer interactions and calls, participated in calibrations, and provided recommendations for process improvement.

Earlier, I worked as a Team Leader and Customer Service Representative for Omniglobe International- AT&T Uverse. I also handled lead management and appointment setting, including work with Podio and Service Titan.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Rooter Hero Plumbing

Sep 2025 - Nov 2026 (1 year 2 months)

Answered inbound calls from customers requesting plumbing services, identified their needs, and scheduled appointments for inspections, repairs, and maintenance. Coordinated schedules with technicians and provided professional customer service throughout the booking process.

ServiceTitan Appointment Scheduling Customer Service Inbound Calls Data Entry

Chat Agent

Sweetopia

Jan 2023 - Aug 2025 (2 years 7 months)

Managed real-time chats with subscribers, responded to inquiries, and built rapport through personalized conversations. Promoted and sold subscription-based content and assisted with account and payment concerns while meeting sales targets.

Live Chat Customer Engagement Sales Subscription Management Communication Skills

Lead Management, Admin

Bellaire Investment Group, LLC

Nov 2022 - Jul 2023 (8 months)

Managed lead intake and daily tracking, followed up with seller leads until deal closure, and handled voicemails, missed calls, and SMS. Updated Podio after closings and cancellations and assisted the transaction coordinator as needed.

Lead Management Podio Follow up Data Tracking Administrative Support

Data Entry and Appointment Setter

Vector Management

May 2022 - Nov 2022 (6 months)

Entered customer data and requests into Service Titan, called customers to book appointments, and updated the system on job statuses. Coordinated with technicians and handled customer inquiries via email.

ServiceTitan Data Entry Appointment Setting Client Communication Email Support

Quality Analyst

United Airlines

Jan 2017 - Mar 2022 (5 years 2 months)

Listened to and evaluated calls for coaching and compliance, conducted call calibrations, and provided deep dives and recommendations for process improvement. Communicated data-driven insights to clients and the organization.

Call Evaluation Compliance Calibration Data Analysis Process Improvement

Quality Analyst

Expedia

Jan 2017 - Mar 2022 (5 years 2 months)

Monitored and evaluated customer interactions, conducted quality audits, and identified errors and areas for improvement. Participated in calibration sessions and recommended process improvements to enhance customer experience.

Quality Assurance Audit Call Monitoring Calibration Process Improvement

Team Leader

Omniglobe International

Aug 2014 - Dec 2017 (3 years 4 months)

Monitored agent calls and provided feedback for performance improvement, handled customer escalations, and took calls when needed. Conducted meetings with management to ensure performance met or exceeded client expectations.

Team Leadership Performance Monitoring Escalation Handling Meeting facilitation Sales

Customer Service Representative

Omniglobe International

Sep 2011 - Jul 2014 (2 years 10 months)

Handled inbound and outbound customer calls, assisted with questions and service concerns, and provided accurate information about products and policies. Resolved issues, scheduled appointments, and documented interactions in the system.

Customer Service Inbound Calls Outbound Calls Order Processing Appointment Scheduling Documentation