JENNIFER PAJA
Calamvale,Australia
Summary
Proven customer service representative with extensive experience in high-stress environments. Expert in managing escalated issues, fostering team collaboration, and enhancing user experience through proactive problem-solving and detailed attention to customer needs.
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.
Support program operations by applying strong document management and resource coordination skills to day-to-day needs. Conscientiously address any need and resolve concerns to promote efficiency and maximize service outreach. Proven relationship-building and planning abilities.
Caring professional supports clinical teams in implementing care plans. Excellent time management, team collaboration, and program development skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
13
13
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
Customer Service Representative
Max Employment
Eight Mile Plains, Australia
02.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Decal Machine Operator
FSP Australia Pty Ltd
Yatala, Australia
05.2021 - 02.2024
- Cleaned workpieces and products, applied coatings, and buffed surfaces to achieve desired finishes.
- Maintained production and processing equipment in clean states, and good working order, to optimize performance.
- Inspected finished workpieces and products, assigned grades, and removed unacceptable items.
- Filled cracks, imperfections, and holes in workpieces or products for a smooth and high-quality look.
- Devoted special emphasis to punctuality and worked to maintain an outstanding attendance record, consistently arriving at work ready to start immediately.
Customer Service Representative
Tech Mahindra
CBD Brisbane, Australia
04.2023 - 07.2023
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Improved resolution time with effective problem-solving for customer complaints.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Participated in training programs to enhance product knowledge and customer service skills.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Factory Worker
Euro Natural Fine Foods
Cleveland, Australia
05.2020 - 05.2021
- Operated Cake Burner machines proficiently and in compliance to safety standards.
- Maintained organized work area by cleaning and removing hazards.
- Adhered to social distancing protocols and wore mask or face shield at all times.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Served customers in a friendly, efficient manner following outlined steps of service.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Retail Support Specialist
Telstra
Manila, Philippines
10.2017 - 03.2019
- Entered orders into computer database system.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained and backed up other customer service managers.
- Optimized customer support by establishing collaborative service environment.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
Billing and Sales Representative
VXI Global Solutions
Manila, Philippines
03.2017 - 08.2017
- Answer customer calls with their account queries - Offer new promotions available to customers and will fit customers needs.
- Convergys now known as Concentrix - Comcast account.
Technical Support
Concentrix
Manila, Philippines
09.2015 - 01.2017
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Used scripting skills to contribute to internal technical tools.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Customer Service Representative
Startek
Manila, Philippines
03.2013 - 06.2013
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Concentrix
Manila, Philippines
09.2012 - 02.2013
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Certificate III - Individual Support
AdvancED Education And Training
04.2025 - 12.2025
BSE- CAE - Secondary Education Major In English
Pamantasan Ng Lungsod Ng Maynila
Intramuros, ManilaSkills
- Safety and compliance
- Self-motivated professional
- Flexible and Adaptable
- Customer Service
- Microsoft Office
- Excellent work ethic
- Active Listening
- Good listening skills
- Decision Making
- Responsible
- Data Entry
- Self-Motivated
- Team collaboration
- Disability care
- Health and safety awareness
- Empathy and patience
- First aid and CPR
- Attention to detail
- Personal care assistance
- Skill development
- Transportation assistance
- Personal errands
- Meal preparation
- Housekeeping tasks
- Activity planning
Certification
- First aid and CPR, 05/2025
- Working With Children Certificate
References
References will be provided upon request.
Timeline
Certificate III - Individual Support
AdvancED Education And Training
04.2025 - 12.2025
Customer Service Representative
Max Employment
02.2024 - Current
Customer Service Representative
Tech Mahindra
04.2023 - 07.2023
Decal Machine Operator
FSP Australia Pty Ltd
05.2021 - 02.2024
Factory Worker
Euro Natural Fine Foods
05.2020 - 05.2021
Retail Support Specialist
Telstra
10.2017 - 03.2019
Billing and Sales Representative
VXI Global Solutions
03.2017 - 08.2017
Technical Support
Concentrix
09.2015 - 01.2017
Customer Service Representative
Startek
03.2013 - 06.2013
Customer Service Representative
Concentrix
09.2012 - 02.2013
BSE- CAE - Secondary Education Major In English
Pamantasan Ng Lungsod Ng Maynila