Jaydii Pormento

Dedicated and adaptable customer service professional with over 3 years of non-voice BPO experience. Skilled in account management, billing, subscription support, and application utilization. Recognized as a top-performing agent for delivering excellent customer service while maintaining accuracy, empathy, and adherence to company standards. Passionate about continuous improvement and contributing to team success in dynamic environments.

Process Associate – E-Commerce Account at Genpact Bohol (2025-01 – 2026-09)

• Provide support for account concerns, subscriptions, billing, and application utilization.
• Ensure accurate resolution of customer issues while maintaining satisfaction scores and meeting performance metrics.
• Collaborate with teammates to improve workflows and share best practices for efficiency.
• Handle escalations with professionalism, ensuring timely resolution of complex cases.
• Train new hires on company processes and customer handling techniques.
• Maintain detailed documentation of customer interactions to support compliance and knowledge sharing.
• Contribute to process improvements by suggesting workflow adjustments that reduced response times.

Customer Service Representative – Ride-Sharing Account (First BPO Role) at TaskUs (2023-01 – 2025-01)

• Began BPO career assisting global customers with account management, billing inquiries, subscription issues, and ride cancellations.
• Handled driver-related reports and ensured timely resolution of customer concerns.
• Delivered empathetic, solution-oriented support in a fast-paced environment.
• Built strong communication skills through chat-based interactions, maintaining professionalism under pressure.
• Verified ride requests to prevent fraudulent activity and ensure passenger safety.
• Maintained high accuracy in documenting customer interactions for compliance and knowledge sharing.
• Collaborated with cross-functional teams to streamline issue resolution and improve customer satisfaction.
• Recognized for reliability with consistent attendance and adherence to performance metrics.

Bachelor of Science in Business Administration – Cristal-e College Bohol (2019 – 2020)

Accountancy, Business, & Management – STI College Bohol (2017 – 2019)

– Mactan National High School (2014 – 2017)

– Arbasto Foundation Inc. (2013 – 2014)