Jocelyn Lagrosa
Hemmant
Summary
Customer Service Specialist with over 15+ years' experience in telephone customer service, including sales, warranty/service support and customer care. I’m familiar with most customer service software and adept to conflict resolution. A proven track record using my excellent personal, communication and organizational skills. A team player with excellent communication skills, high quality of work, driven and highly self-motivated. Strong negotiating skills and able to work independently. I am passionate about building customer relationships, driving brand and loyalty and increasing customer engagement.
Overview
29
29
years of professional experience
Work History
Claims Consultant
Rizon Building
08.2020 - Current
- Communicating with customers effectively within required timeframes to provide accurate information throughout the claim cycle whilst providing a high level of service.
- Reviewing claims in detail when received to proactively assist in the correct actions being taken.
- Review assessment reports, correct/amend errors on reports before submitting to the insurance companies.
- Proactively monitor and process claims to ensure all task are completed to a high standard and meeting KPI requirements.
- Ensure all internal and external client platforms are updated.
- Support the quality of service for the Client Services Team.
- Managed large caseloads effectively, prioritizing tasks to ensure prompt attention to urgent matters.
- Resolved complex claims, utilizing expert knowledge of policy coverage and industry regulations.
- Maintained strong relationships with clients, fostering trust and loyalty through excellent communication skills.
Customer Care Team Member
Carbatec Pty. Ltd.
04.2003 - 05.2020
- Answering incoming phone calls, conducting phone sales, and/or directing calls to the relevant department.
- Answering retails and wholesale customer product/technical related queries received via email, messenger, live chat, fax, letter and other channels.
- Advising customers on location, selection, price, delivery, use and care of goods available from the store, with aim of encouraging them to buy and continue to buy in the future.
- Managing customer queries and complaints through to resolution and escalating serious issues to their direct report.
- Cancelling expired quotes and handling order cancellations received from customers.
- Handling backorders for items not currently in stock, or not normally stocked, including lodging the backorder in Pronto, tracking its fulfillment and notifying customers when items have arrived.
- Being fully conversant with the company order processing procedures (Full order entry, POS, order entry, warranty, credit and returns management) and order receival procedures on necessary repairs.
Mailroom Operator & Data Entry
Carbatec Pty. Ltd.
01.1997 - 02.1999
Sales and Marketing Training Assistant
Sta. Lucia Realty Development
01.1996 - 01.1997
Education
No Degree - CUSTOMER ENGAGEMENT
TAFE Queensland
QLD05-2020
Bachelor of Science - COMPUTER SCIENCE
UNIVERSITY OF SAN-JOSE RECOLETOS
PHILLIPPINES10-1995
Skills
- Collaborative team member
- Interpersonal and Communication skills
- Customer relationship management
- Achieving results
- Workflow optimization
- Multitasking Abilities
- Time management
Hobbies and Interests
Yoga, Reading, Travel
Languages
English
Full Professional
Timeline
Claims Consultant
Rizon Building
08.2020 - Current
Customer Care Team Member
Carbatec Pty. Ltd.
04.2003 - 05.2020
Mailroom Operator & Data Entry
Carbatec Pty. Ltd.
01.1997 - 02.1999
Sales and Marketing Training Assistant
Sta. Lucia Realty Development
01.1996 - 01.1997
No Degree - CUSTOMER ENGAGEMENT
TAFE Queensland
Bachelor of Science - COMPUTER SCIENCE
UNIVERSITY OF SAN-JOSE RECOLETOS
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