JBJules Beriones
@julesberiones
Empathetic customer service representative with over 10 years of experience.
PhilippinesWhat I'm looking for
I am an empathetic and organized Customer Service Representative with over 10 years of experience in supporting clients through high-pressure and emotionally sensitive situations. My ability to communicate clearly and compassionately has allowed me to guide customers through complex processes with patience and care. I pride myself on my strong follow-through and my skill in managing intake pipelines, handling documentation, and maintaining accurate records using tools like Zendesk, Google Workspace, and Slack.
Currently, I work at Amazon Business Philippines as a Concession Abuse Prevention L2, where I investigate customer patterns to identify abuse of concessions and provide appropriate resolutions. My previous roles have equipped me with a diverse skill set, including retail support, content moderation, and customer care, all of which have honed my ability to assist customers effectively. I am a fast learner and a proactive team player, consistently meeting tight deadlines while working independently.
As I seek my next opportunity within the customer service field, I am eager to contribute my expertise while continuing to expand my skill set. I am passionate about creating positive customer experiences and look forward to bringing my dedication and skills to a new team.
Experience
Work history, roles, and key accomplishments
Retail Support – US & CA Marketplace
Amazon Business Philippines
Jan 2023 - Present (2 years 6 months)
Tracked orders, processed refunds, and created replacements for lost/damaged packages. Assisted customers in navigating the website for order placement and password resets.
Concession Abuse Prevention L2
Amazon Business Philippines
Jan 2024 - Present (1 year 6 months)
Investigated customer patterns to identify abuse of concessions and provided appropriate concessions based on investigations. Responded to email inquiries for blocked, closed, or claim-denied accounts.
Content Moderator
Acquire Asia Pacific Inc
Jan 2021 - Jan 2023 (2 years)
Monitored in-game chats and content to ensure a safe environment for children. Enforced platform rules and reviewed user-generated assets for appropriateness.
Number Porting Specialist
Teletech
Jan 2017 - Jan 2018 (1 year)
Guided customers through wireline to wireless number transfers. Resolved issues encountered during porting to ensure successful completion.
Account Sales Associate
Concentrix
Jan 2019 - Jan 2020 (1 year)
Resolved billing concerns and retained customers by offering effective solutions. Scheduled technical visits and assisted with device troubleshooting.
Customer Care Specialist
Xerox Business Services
Jan 2012 - Jan 2017 (5 years)
Assisted healthcare providers in verifying insurance coverage. Processed claims and resolved grievances and appeals.
Education
Degrees, certifications, and relevant coursework
Margaphil Technical Institute (TESDA)
Finishing Course for Call Center Agents, Call Center Operations
Completed a finishing course for Call Center Agents, gaining essential skills in customer service, communication, and call handling. Prepared for a career in the call center industry.
Rizal Technological University
Bachelor of Secondary Education, Secondary Education
Completed a Bachelor of Secondary Education, focusing on foundational teaching principles and educational methodologies. Developed skills in curriculum development and classroom management.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Interested in hiring Jules?
You can contact Jules and 90k+ other talented remote workers on Himalayas.
Message JulesFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
