Joyce Dungca
@joycedungca
Customer Experience professional with 7+ years in high-volume BPO support, billing, and technical troubleshooting.
PhilippinesWhat I'm looking for
I’m a customer-focused professional with 7+ years of BPO experience handling high-volume inbound support for major US brands including T-Mobile and Dell. I resolve billing disputes, order and shipment issues, technical inquiries, and account modifications across voice and written channels.
I’m known for calm, empathetic handling of complex situations and consistent CSAT performance, with accurate CRM documentation every time. At Concentrix, I was promoted internally to Dell Laptop Tier 1 Technical Support, where I handled hardware/software issues, Windows OS problems, driver updates, and peripheral setup.
Now I’m returning to the workforce fully equipped for a remote, async-friendly CX role. I’ve also completed certifications in Amazon VA, online arbitrage product research, and freight dispatching—strengthening my research, data analysis, and organizational habits to support customer-first workflows.
Experience
Work history, roles, and key accomplishments
Customer Service & Tech Support
Concentrix
Oct 2012 - May 2016 (3 years 7 months)
Provided voice customer support for CLEAR ISP, resolving billing inquiries, service outages, signal issues, and account troubleshooting. Promoted to Dell Laptop Tier 1 Technical Support and maintained strong FCR/CSAT while logging interactions in CRM and escalating complex cases to Tier 2.
Customer Service Representative
Alorica
Jun 2009 - Jul 2012 (3 years 1 month)
Managed 30–50+ inbound calls daily for T-Mobile prepaid and postpaid customers, handling billing disputes, account modifications, plan upgrades, and service inquiries. Advanced from prepaid to postpaid support after one year while meeting AHT/QA/CSAT targets and maintaining accurate CRM records.
Education
Degrees, certifications, and relevant coursework
Cordillera Career Development College
Bachelor of Science in Tourism, Tourism
Earned a Bachelor of Science in Tourism from Cordillera Career Development College in 2005.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Social media
Job categories
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