Julie Ann Jabinal Go
Cannington,WA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Responsible HR Assistant with strong knowledge of office administration and common human resources operations. In-depth understanding of customer service, data entry and file management. Highly skilled in reviewing policies and suggesting actionable improvements aligned with industry best practices. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Customer Service Specialist
Intercontinental Hotels Group (IHG One Rewards)
03.2022 - Current
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained and managed customer files and databases.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Customer Service Specialist & TSR
FIS Global Solutions (American Express & Sprint)
05.2019 - 05.2022
- Managed over 50 customer calls per day.
- Increased sales by 10%.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed customer service improvement initiatives to decrease customer wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Answered constant flow of customer calls with minimal wait times.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Store Manager
JCGJ Cellphone Accessories Store
10.2017 - 05.2019
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Supervised guests at front counter, answering questions regarding products.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Assisted with hiring, training and mentoring new staff members.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Approved regular payroll submissions for employees.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Developed and implemented successful staff incentive programs to motivate employees.
HR /Admin Assistant
FactSet Philippines Inc
06.2016 - 09.2017
- Set up orientations and initial training for new employees.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Coordinated employee training programs to improve productivity and performance.
- Helped employees register for benefits programs using online portals.
- Coordinated itineraries and scheduled appointments for human resources staff.
- Participated in job fairs to recruit new talent.
- Responded to employee inquiries regarding benefits and other HR topics.
- Converted employee status from temporary to permanent.
- Compiled employee records from individual departments to maintain central files.
- Answered and redirected incoming phone calls for office.
- Assisted with creating employee handbooks and manuals.
- Developed and maintained HR policies and procedures.
- Organized new employee orientation schedules for new hires.
- Administered compensation, benefits, and performance management systems at direction of supervisor.
- Developed and implemented policies and procedures to use for recruitment, employee relations and benefits administration.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Worked well in a team setting, providing support and guidance.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Cultivated interpersonal skills by building positive relationships with others.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
- Performed routine clerical tasks by scanning, filing and copying documents.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Composed, edited and prepared correspondence and other department documents.
- Created and maintained databases to track and record customer data.
- Prepared travel expense and reports to submit for manager's approval.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Executed record filing system to improve document organization and management.
- Arranged conference rooms and facilities to prepare for meetings.
Undergraduate Student Intern
FactSet (Training And Development Department)
03.2016 - 06.2016
- Collected, arranged, and input information into database system.
- Completed research, compiled data, updated spreadsheets, and produced timely reports.
- Interacted with customers by phone, email, or in-person to provide information.
- Collaborated with senior management on new initiatives to build confidence.
- Took meeting notes and compiled paperwork to support department.
- Provided clerical support, addressing routine, and special requirements.
- Developed assessment surveys, feedback and monitoring systems to drive analysis for training program reporting.
- Coordinated day-to-day administration and logistics of face-to-face and online training courses.
- Facilitated high-quality training program delivery to employees and external stakeholders.
- Coordinated with department leaders to identify training needs and develop targeted solutions.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Produced training manuals, presentations and resources for enhanced learning.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed and implemented successful onboarding program.
- Scheduled and coordinated training sessions, including booking facilities and arranging catering.
Service Crew Member
McDonald's Restaurant
04.2014 - 05.2015
- Promptly responded to inquiries and requests from prospective customers.
- Took orders, prepared meals, and collected payments.
- Verified freshness of food and ingredients by checking for quality, keeping track of new and expired items and rotating stock.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Worked front counter, drive-thru and other areas.
- Became familiar with products to answer questions and make suggestions.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Operated cash register to ring up final bill and process various forms of payment.
- Operated cash registers and POS systems, handling over $3500 in cash daily.
- Addressed guest needs, questions, or concerns to create optimum experience onboard.
- Monitored supply inventory and ordered more to maintain smooth and efficient workdays.
- Cooked, prepared and bagged food for customers.
- Assisted in dining room by removing soiled dishes during meal service and transporting to kitchen for washing.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Stocked shelves to organize aisles in assigned department.
- Prepared products following restaurant, health, and safety standards and procedures.
- Kept all prep areas clean by sweeping, mopping and washing down counters.
- Kept customers and crew areas organized.
- Packaged menu items into bags or trays and placed drink orders into carriers.
Service Crew
Jollibee Market!Market!
04.2013 - 10.2013
- Took orders, prepared meals, and collected payments.
- Verified freshness of food and ingredients by checking for quality, keeping track of new and expired items and rotating stock.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Packaged menu items into bags or trays and placed drink orders into carriers.
- Collaborated with team members to complete orders.
- Worked well with teammates and accepted coaching from management team.
- Kept customers and crew areas organized.
- Calculated totals, processed payments and issued receipts.
- Repaired equipment quickly and accurately, consistently inspecting work to verify functionality and correctness.
- Kept all prep areas clean by sweeping, mopping and washing down counters.
- Prepared products following restaurant, health, and safety standards and procedures.
- Stocked shelves to organize aisles in assigned department.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Cooked, prepared and bagged food for customers.
- Assisted in dining room by removing soiled dishes during meal service and transporting to kitchen for washing.
- Addressed guest needs, questions, or concerns to create optimum experience onboard.
- Operated cash registers and POS systems, handling over $3500 in cash daily.
Internship Student-HR Recruitment
Pinoy Partners Outsourcing Inc
04.2012 - 07.2012
- Sorted and organized files, spreadsheets, and reports.
- Sorted, organized, and maintained files.
- Provided clerical support, addressing routine, and special requirements.
- Interacted with customers by phone, email, or in-person to provide information.
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
- Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
- Maintained thorough understanding and knowledge of hiring practices, recruitment strategies and staffing industry trends.
- Guided candidate recruitment and selection to create and drive workforce in alignment with company diversity and inclusion goals.
Education
Bachelor of Science - Business Administration, Human Resource Development Management
Polytechnic University of The Philippines Main Campus
Sta.Mesa, Manila05.2017
Skills
- Customer Relationship Management
- Customer Order Management
- Good Communication Skills
- Customer Service and Assistance
- Cash Register Operations
- Brand Promotion
- Office Supplies and Inventory
- Customer Relations
- Special Requests
- Senior Leadership Support
- Microsoft Office
- High-Volume Call Environments
- Conflict Mediation Abilities
- Call Centre Operations
- Accounts Payable and Accounts Receivable
- Data Entry
- CRM proficient
- Excellent Customer Service
- Outstanding verbal and written communication
- Methodical multitasking
- Complaint resolution
- Strategic sales knowledge
- Mail Handling
- Sorting and Labeling
- Computer Literacy
- Staff Training
- Effective Planning
- New Hire Orientation
- Word Processing
- Retirement and Benefits Planning
- Understanding of HR Policies
- Staff Recruitment and Hiring
- Administrative Support
- Office Administration
- Employee Onboarding
- Training Support
- Records Management Systems
- Meeting Minutes
- Excel Spreadsheets
- Data Entry Documentation
- Travel Administration
- Back Office Operations
- Office Management
- Travel Planning
- Strategic Planning
- Calendar Management
Timeline
Customer Service Specialist
Intercontinental Hotels Group (IHG One Rewards)
03.2022 - Current
Customer Service Specialist & TSR
FIS Global Solutions (American Express & Sprint)
05.2019 - 05.2022
Store Manager
JCGJ Cellphone Accessories Store
10.2017 - 05.2019
HR /Admin Assistant
FactSet Philippines Inc
06.2016 - 09.2017
Undergraduate Student Intern
FactSet (Training And Development Department)
03.2016 - 06.2016
Service Crew Member
McDonald's Restaurant
04.2014 - 05.2015
Service Crew
Jollibee Market!Market!
04.2013 - 10.2013
Internship Student-HR Recruitment
Pinoy Partners Outsourcing Inc
04.2012 - 07.2012
Bachelor of Science - Business Administration, Human Resource Development Management
Polytechnic University of The Philippines Main Campus
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