Daniela Jacobe

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.

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.

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)