Jeff Niembra

With over 7 years of proven experience in Customer Service and Technical Support, I bring a strong foundation of communication, problem-solving, and client relationship-building skills. I began my career in the BPO industry, where I supported major US-based telecommunications accounts. I was later promoted to Subject Matter Expert, and for 10 months, I led a customer service team, strengthening my leadership, coaching, and quality assurance capabilities.

After 5 years in the BPO industry, I transitioned into a remote workspace and have spent the last 2+ years as a Customer Support Virtual Assistant for a B2B company based in the US. I handled Email, Live Chat, and Phone Support, ensuring timely and accurate resolution of client concerns while maintaining high customer satisfaction. Alongside my customer service and technical support experience, I provide quoting and servicing support for Homeowners and Auto Insurance as a Personal Lines Insurance Virtual Assistant.

Personal Lines Insurance Virtual Assistant at Independent Insurance Agency (via CoverDesk Philippines) (2024-10 – 2025-12)

• I supported the daily operations of Account Managers by handling quoting and servicing for personal lines insurance (Homeowners & Auto), which helped reduce turnaround time, improve quoting accuracy, and ensure clients' policy requests were handled efficiently and with a high level of accuracy.
• I helped the agency review renewal policies with premium increases over $1,000 or 30%. I took the initiative to flag these to Account Managers and endorsed them for possible remarket. I also handled the quoting/remarketing process to provide competitive options and support client retention.

Customer & Tech Support VA (Remote - US) at DTS Technology LLC (2022-06 – 2024-11)

• I created, updated, and issued policy documents such as EOIs, COIs, and ACORD forms, ensuring 100% compliance and timely delivery to Insureds, Homeowners Associations, and mortgagees.
• I maintained policy records and endorsements with minimal errors by processing transactions directly through carrier sites.
• I prioritized attention to detail over speed, resulting in consistently error-free outputs and positive feedback from Account Managers.
• I streamlined document handling by organizing files using consistent naming conventions, which increased accessibility and reduced back-office delays.
• I provided responsive support via phone, email, and chat, helping maintain customer satisfaction across U.S.-based accounts.
• I guided users through LTE router installation and network configuration, reducing repeat issues and boosting customer confidence.
• I diagnosed and resolved connectivity problems using remote tools, resulting in faster ticket closures and fewer escalations.
• I delivered clear, customer-friendly instructions for troubleshooting LTE routers, empowering users and minimizing dependency on support.

Inbound and Outbound Collection Specialist at Synchrony Bank, Credit One Bank (via iQor Philippines) (2021-11 – 2022-04)

• I monitored customer accounts, investigated overdue balances, and proactively contacted clients to negotiate and resolve payment issues—contributing to reduced delinquency rates and improved customer retention.
• I processed payments accurately and documented real-time account updates for Synchrony and Credit One Bank, ensuring compliance with financial regulations and supporting seamless audit readiness.

Tech Support → Subject Matter Expert → Team Lead (promoted) at Comcast (via VXI Global Solutions, Philippines) (2019-01 – 2021-10)

• I supported customers with cable, internet, and landline issues, delivering prompt and effective resolutions that improved first-call resolution rates and enhanced overall customer satisfaction.
• I led a customer service team for 10 months, driving Voice of the Customer (VOC) initiatives and increasing revenue by coaching the team to upsell and promote new service lines.
• I mentored and transitioned a newly trained batch into a high-performing team by monitoring individual performance, delivering real-time feedback, and fostering a culture of continuous improvement.

Customer Service and Hotel Reservation Agent at Wyndham Hotels and Resorts (via Teleperformance Center Ayala) (2018-01 – 2018-12)

• I made and canceled reservations for guests, sold additional services and upgrades, provided directions, suggestions, and personalized travel advice, and handled objections effectively to close bookings—contributing to increased revenue and enhanced guest satisfaction.

Technical Support Representative at AT&T U-verse (via Concentrix Philippines) (2017-01 – 2017-10)

• I provided technical support and troubleshooting for a range of services including Cable, High-Speed Internet (HSI), Wireless, and VoIP/landlines, ensuring timely issue resolution and contributing to improved customer satisfaction and reduced repeat calls.

Bachelor of Elementary Education in Elementary Education – Cagayan State University, Andrews Campus, Caritan Hwy, Tuguegarao City, Cagayan 3500 (2012-06 – 2015-03)

– Western Cagayan School of Arts and Trades (2008-06 – 2012-03)