Daniela Jacobe
Customer Service Representative
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About
Results-oriented and passionate about building relationships, cultivating partnerships, and growing businesses. Knowledgeable customer service management professional with a strong record of improving team productivity, reducing escalated calls/chats and increasing customer satisfaction scores.
Experience
Customer Service Representative - Workforce360 - Quezon City
(2025-09)
Provided customer service support to clients in a BPO environment. Maintained customer satisfaction and contributed to company success.
- Implemented a tracking system that increased booking accuracy to 99% and improved client follow-up efficiency, resulting in a 20% rise in repeat bookings within six months.
- Negotiated preferential rates with 50+ vendors for hotel and transportation services, achieving average cost savings of 10% per booking and contributing to enhanced profit margins within contractual and freelance arrangements.
Customer Service Representative - Teleperformance - Quezon City
(2023-11 - 2025-08)
Delivered high-quality customer service and support. Specialized in quality, speed, and process optimization.
- Coordinated with airline partners to resolve booking discrepancies, achieving a 98% accuracy rate in ticket issuance and decreasing error-related refunds by 20%.
Technical Support Messaging Representative - Afni Philippines Inc. - Quezon City
(2023-04 - 2023-11)
Provided technical support via messaging platforms. Reduced escalated calls/chats and increased customer satisfaction scores.
- Resolved over 1,200 client technical issues weekly by diagnosing and troubleshooting router, Wi-Fi, and TV connectivity problems, achieving a 95% first-call resolution rate.
Senior Chat Associate - WNS Global Services - Pasig City
(2021-11 - 2023-04)
Handled customer inquiries and provided chat support. Established rapport with clients and cultivated partnerships.
- Managed over 1,200 client interactions weekly across phone, chat, and email channels, resolving booking, cancellation, and modification inquiries with a 95% first-contact resolution rate.
Cashier - SM Hypermarket - Quezon City
(2020-01 - 2020-07)
Processed customer transactions efficiently and accurately. Maintained a positive and professional attitude with customers.
Education
Bachelor of Science - Business Administration, Major in Human Resource Management - Immaculada Concepcion College
Senior High School - Humanities and Social Sciences - Cielito Zamora Senior High School (2019-04)
High School - Bagong Silang High School (2017-04)
