Jass Juanico

Experienced BPO professional with extensive industry experience, including senior-level responsibilities and specialized experience in escalation management. Skilled in handling complex customer concerns, resolving high-priority cases, identifying root causes, and coordinating with cross-functional teams to achieve timely and effective resolutions. Experienced in performance monitoring, coaching, process improvement, and maintaining service quality and compliance.

Recognized for sound judgment, strong communication, problem-solving abilities, and the ability to manage sensitive and challenging situations professionally.

Sales Representative - Telco account – VMo2 at Accenture (2024-12 – 2026-03)

• Handled outbound/inbound sales calls and promoted products/services
• Provided resolution for complaints requiring advanced support
• Achieved sales targets and maintained strong customer relationships

Customer Service Representative – Telco Verizon B2B at Afni Philippines Inc. (2022-09 – 2023-11)

• Managed high-volume inbound calls and resolved customer concerns
• Assisted with billing, account inquiries, and service issues
• Maintained high customer satisfaction and performance metrics

Escalation Advisor Tier2 – Apple Support at Concentrix Daksh Services Philippines Corporation (2018-02 – 2022-02)

• Handled complex and escalated customer concerns
• Coordinated with internal teams to ensure timely issue resolution
• Maintained professionalism in high-pressure situations

Customer Service Representative – Outbound sales at CA Telemarketing Inc. (2014-06 – 2018-01)

• Assisted customers with inquiries and service-related concerns
• Delivered excellent customer service and ensured issue resolution
• Maintained accurate records of customer interactions

– Justice Cecilia Muñoz Palma High School (2007-03 – 2011-04)

– Payatas B. Elementary School (2001 – 2006-04)