Frances Joy Javier

Dedicated and results-driven professional with over 3 years of experience as a Customer Service Representative. Highly proficient in communication, time management, and problem-solving, with a proven ability to enhance customer experiences and support team efficiency. Committed to delivering high-quality service, exceeding performance expectations, and contributing to overall organizational success.

Proficient in tools such as Zendesk, Salesforce, ACSS, Knowledge Base, and Live Engage, with strong expertise in Microsoft Office applications. Highly adaptable, with the ability to quickly learn and navigate new systems and technologies.

Support Ambassador at IntouchCX (2025-03 – 2025-09)

Contractual

• Assisted customers via email, chat, and phone, supporting both hosts and guests with accommodation management
• Resolved inquiries related to booking issues, account management, cancellations, and payment processing in a timely manner
• Troubleshot technical and account-related issues, providing clear and effective solutions
• Guided users through platform features to ensure ease of use and a seamless experience
• Maintained clear and professional communication to enhance customer satisfaction
• Delivered efficient issue resolution while upholding high standards of service excellence

Customer Service Representative at Alorica (2023-08 – 2025-01)

• Assisted customers via chat, providing comprehensive account and technical support, including phone activation (manual and eSIM), number porting, and SIM swaps
• Troubleshot issues related to mobile apps and online account access
• Verified device compatibility and unlock status to ensure seamless service usage
• Guided customers in setting up and optimizing device features (voicemail, call settings, mobile hotspot, Bluetooth, Wi-Fi, and data configuration)
• Delivered clear, step-by-step assistance to enhance user experience and product understanding
• Identified customer needs and recommended upgrades, trade-ins, accessories, and protection plans
• Promoted add-on services such as international plans, cloud storage, and family bundles
• Contributed to customer satisfaction and sales growth through effective support and upselling

Customer Service Representative at Afni (2022-11 – 2023-08)

• Assisted customers via phone, providing expert support for inquiries related to mobile plans, internet bundles, billing cycles, roaming services, data usage, and promotional offers
• Clarified billing charges, resolved disputes, and processed payments and refunds
• Facilitated auto-pay enrollment and supported billing-related transactions
• Managed account activities, including updating personal information and executing plan changes
• Coordinated SIM replacements, device upgrades, and service suspensions, reactivations, or cancellations
• Assessed customer needs and recommended tailored products, upgrades, and add-ons (e.g., extra data, international calling, device protection plans)
• Enhanced customer satisfaction and contributed to business growth through effective support and upselling

Bachelor in Business Administration majoring in Marketing Management – Our Lady of Fatima University