Jes Mar Amaro

Customer Support and Administrative Support professional with over five years of experience providing exceptional service through phone, email, and live chat. Experienced in customer communication, documentation, scheduling, CRM systems, and daily operations support. Promoted into leadership roles as Team Lead Point of Contact (POC) and Subject Matter Expert (SME), where I handled escalations, coached team members, supported daily operations, and collaborated with cross-functional teams.

Known for being organized, detail-oriented, adaptable, and committed to delivering excellent customer experiences.

Customer Support Representative | Team Lead Point of Contact (POC) | Subject Matter Expert (SME) - TASKUS - Remote

(2023-11 - 2026-07)

• Delivered customer support through phone, email, and live chat.
• Resolved account, billing, order, and product-related inquiries.
• Managed escalated customer concerns with professionalism.
• Maintained accurate customer records and case documentation.
• Promoted to Team Lead Point of Contact (POC) based on performance.
• Supported team leaders with daily workflow coordination.
• Coached and mentored agents on processes and best practices.
• Served as Subject Matter Expert (SME) for policy and process guidance.
• Collaborated with operations and quality teams to improve service delivery.

Hotel Reservationist - Hotel Reservationist (Freelance) - Remote

(2023-05 - 2023-11)

• Managed hotel reservations, cancellations, and booking modifications.
• Assisted guests with room availability and pricing inquiries.
• Processed reservation requests accurately and efficiently.
• Verified guest information before confirming bookings.
• Responded to customer inquiries via phone and email.
• Assisted guests with special requests and booking changes.
• Maintained organized reservation records and documentation.
• Ensured compliance with hotel policies and procedures.
• Delivered a professional and positive customer experience.

Customer Support Representative - COLLECTIVE SOLUTION - Remote

(2021-05 - 2023-05)

• Assisted motorists requesting emergency roadside assistance.
• Verified customer information and service eligibility.
• Coordinated with towing companies and roadside providers.
• Dispatched appropriate assistance based on customer needs.
• Monitored service progress and provided customer updates.
• Maintained accurate documentation in internal systems.
• Handled inbound and outbound customer communications.
• Resolved customer concerns with empathy and professionalism.
• Worked efficiently in a fast-paced remote environment.

Outbound Appointment Setter | Team Leader - SMW-DMV – CONTEMPORARY COMMUNICATIONS - Remote

(2019-05 - 2021-05)

• Conducted outbound calls to generate qualified leads.
• Scheduled appointments for HVAC, solar, and home improvement campaigns.
• Qualified prospects based on campaign requirements.
• Built rapport and handled customer objections effectively.
• Maintained accurate CRM records and appointment details.
• Consistently exceeded appointment-setting targets.
• Promoted to Team Leader based on performance.
• Coached team members to improve productivity and quality.
• Supported daily operations and team performance.

Bachelor of Science - Civil Engineering - University of Batangas (2017-08 - 2018-05)

Bachelor of Science - Civil Engineering - Divine Word College of Calapan (2014-06 - 2017-03)