Julie Anne Ilagan

Responded promptly to customer inquiries via email and chat, providing accurate information and assistance. Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.

Developed customer relationships by resolving customer issues through email ticket management and promoting products and services. Provided instant responses as a chat support specialist, expediting issue resolution and increasing customer satisfaction.

Assisted the recruitment team in sourcing qualified caregivers for deployment to home care facilities and clients' residences. Performed real-time schedule management and addressed caregiver concerns.

Managed inbound calls and resolved customer issues related to their accounts, promoting upgrades on plans and devices. Assisted customers with basic device troubleshooting and ensured KPIs were met.

Monitored calls and provided feedback on identified opportunities, performing research and collecting data regarding quality trends and customer satisfaction. Hosted calibration sessions to ensure consistent quality adherence.

Managed a high influx of inbound calls, assisting customers with account questions and transaction disputes. Initiated fraud investigation requests on behalf of customers.

Managed a high influx of inbound calls supporting Australian customers with their accounts and transaction disputes. Performed back-office tasks such as generating T-PINs and ATM PINs.

Studied Hotel and Restaurant Management at Polytechnic University of the Philippines-Manila. Gained foundational knowledge and practical skills relevant to the hospitality industry.