JERVIN JAY VISARRA
Kensington,Victoria
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Telstra
Melbourne, Victoria
03.2024 - 05.2024
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Identified root cause of technical issues and developed solutions.
- Provided remote support to customers experiencing technical difficulties.
- Maintained records of troubleshooting activities and customer interactions.
- Conducted on-site visits to analyze customer requirements and diagnose system issues.
- Created detailed reports outlining the scope of work completed and recommendations for further action.
INBOUND CUSTOMER SERVICE CONSULTANT
STARTEK Australia
05.2023 - 12.2023
- Followed up promptly on all unresolved cases from previous shifts
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems
- Referred unresolved customer grievances to designated departments for further investigation
- Recommended improvements in products, services or billing methods to prevent future problems
- Addressed customers courteously using suitable methods and problem-solving skills
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Maintained a high level of professionalism when dealing with difficult customers
- Assisted customers with product selection by providing detailed information about available products and services
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials
- Provided exceptional customer service to clients in fast-paced call center environment
- Responded to telephone inquiries and complaints following standard operating procedures
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
HOUSEKEEPING
Adena Hotel Melbourne
05.2023 - 05.2023
- Enforced strict compliance with hotel policies concerning guest privacy and security measures
- Performed deep cleans of guest rooms including carpets, drapes, walls, fixtures., upon request
- Emptied trash cans and carried full trash bags to dumpsters and outside garbage bins
- Disinfected and deep-cleaned upholstered furniture and carpets
- Kept storage areas and carts well-stocked, clean, and tidy
- Utilized environmentally friendly cleaning products whenever possible
- Greeted guests and employees, delivering friendly service in interactions
- Dusted and polished furniture and equipment
- Dust-mopped, vacuumed, and buffed floors to maintain a clean and safe environment
- Maintained a safe working environment by adhering to established safety protocols
- Prepared rooms for meetings and arranged decorations, media equipment and furniture for social and business functions.
KITCHEN HAND
Long Shot Cafe Melbourne
04.2023 - 05.2023
- Followed standard procedures for proper food handling, sanitation, safety and security to comply with health regulations
- Placed food trays over food warmers for immediate service or stored in refrigerated storage cabinets
- Stocked kitchen supplies such as ingredients, utensils and equipment
- Packaged take-out foods and served food to customers
- Cleaned and sanitized work areas, equipment, utensils, dishes, and silverware
- Washed dishes, glassware, and flatware by hand or with industrial dishwasher
- Loaded dishes, glasses, and tableware into dishwashing machines
- Removed trash and clean kitchen garbage containers.
CUSTOMER SERVICE REPRESENTATIVE
Iqor Philippines
02.2022 - 04.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Streamlined call center processes for improved efficiency and reduced wait times
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Handliing FingerHut Online Shop
- Contributed to sales growth by upselling products and services based on individual customer requirements.
OFFICE SUPPORT ASSISTANT
City Government of Tagbilaran Bohol
01.2020 - 01.2021
- City Planning and Development Office, Inspected Business and establishments within Tagbilaran City Collated, documented and worked on processing applications Organized, analyzed and Mapped Out zoning data
Bartender/Bar Waiter
BE Grand Resort, Bohol
Panglao Bohol, Philippines
07.2018 - 05.2019
- Mixed unique and interesting cocktails for customers, including bar specials.
- Kept bar presentable and well-stocked to meet customer needs.
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
Bartender
Hennan Hotel Resort
Alona Beach, Bohol, Philippines
06.2017 - 10.2017
- Explained daily specials and beverage promotions to exceed daily sales goals.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Assisted with inventorying beverage stock and bar supplies.
- Tracked bar stock levels and promptly replenished low materials to prevent shortages.
- Prepared custom drink orders by accurately measuring and mixing house ingredients.
CUSTOMER SERVICE REPRESENTATIVE / CUSTOMER SALES REPRESENTATIVE
VOICE PRO (Freelance)
01.2016 - 04.2017
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Contributed to sales growth by upselling products and services based on individual customer requirements
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Handled customer inquiries and suggestions courteously and professionally.
CUSTOMER SERVICES REPRESENTATIVE
SYKES ASIA INC
01.2014 - 01.2015
- Answering Clients account inquiries Handling AT&T Telecom Account Answering Inquiries
- Worked effectively in fast-paced environments
- Organized and detail-oriented with a strong work ethic
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Paid attention to detail while completing assignments
- Worked flexible hours across night, weekend and holiday shifts.
Restaurant Waiter
Gerry's Grill
Tagbilaran City Bohol, Philippines
02.2013 - 05.2013
- Bussed tables during busy periods to assist staff and quickly turn over tables.
- Greeted new customers, discussed specials, and took drink orders.
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
Education
High School Diploma -
Bohol International Learning College
Bohol, Philippines03.2011
Skills
- Organized and keen to details
- Computer Literacy
- Resourceful
- Strong Communication
- Microsoft Word
- Microsoft Excel
- Administrative Support
- Data Entry
- Data Collection
- Computer Proficiency
- Customer Service
- Call Center Operations
- Food and Beverage Service
- Service Quality
Certification
- TOKYO UNIVERSITY eDx - 008x: Culture Of Services: Paradox of Customer Relations
- TESDA - Introduction to Food and Beverages Services (May 19, 2022)
- RSA (Responsible Service of Alcohol)
Timeline
Customer Service Representative
Telstra
03.2024 - 05.2024
INBOUND CUSTOMER SERVICE CONSULTANT
STARTEK Australia
05.2023 - 12.2023
HOUSEKEEPING
Adena Hotel Melbourne
05.2023 - 05.2023
KITCHEN HAND
Long Shot Cafe Melbourne
04.2023 - 05.2023
CUSTOMER SERVICE REPRESENTATIVE
Iqor Philippines
02.2022 - 04.2022
OFFICE SUPPORT ASSISTANT
City Government of Tagbilaran Bohol
01.2020 - 01.2021
Bartender/Bar Waiter
BE Grand Resort, Bohol
07.2018 - 05.2019
Bartender
Hennan Hotel Resort
06.2017 - 10.2017
CUSTOMER SERVICE REPRESENTATIVE / CUSTOMER SALES REPRESENTATIVE
VOICE PRO (Freelance)
01.2016 - 04.2017
CUSTOMER SERVICES REPRESENTATIVE
SYKES ASIA INC
01.2014 - 01.2015
Restaurant Waiter
Gerry's Grill
02.2013 - 05.2013
High School Diploma -
Bohol International Learning College