Jessa De Jesus
Customer support representative
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About
Detail-oriented and customer-focused professional with experience in handling inquiries through email and chat support. Skilled in delivering timely, accurate responses, resolving issues efficiently, and escalating complex concerns when needed. Strong written communication skills, excellent attention to detail, and the ability to manage multiple tasks effectively.
Experienced in handling high volumes of reservations and using reservation systems, with a typing speed of 50 WPM for accurate and efficient data processing.
Experience
Retail Customer Representative at Techmahindra
Customer service professional with experience in handling inquiries, resolving issues, and delivering efficient, high-quality support.
- Doing inbound and outbound calls
- Order placing and tracking the customers package
Customer Support Specialist (2019-06 – 2020-02)
Customer service professional with experience in handling inquiries, resolving issues, and delivering efficient, high-quality support.
- Doing inbound and outbound calls
- Order placing and tracking the customers package
Chat Support (2020-02 – 2020-05)
Customer service experience in chat support, with strong written communication, problem-solving skills, attention to detail, and ability to multitask.
- Taking 3-4 customer at the same time to provide an immediate assistance
Service Excellence Analyst (2020-05 – 2022-08)
Responsible for investigating the status and whereabouts of customer packages by coordinating with couriers and tracking systems. Handles follow-ups to ensure timely updates, and processes refunds promptly in cases where packages are confirmed lost, ensuring a smooth and satisfactory customer experience.
Escalation Team (2022-08 – 2023-04)
Handle escalated customer concerns, provide effective resolutions, and offer compensation when appropriate to restore satisfaction and encourage repeat business.
- Taking Supervisor or Managerial Calls
Hospitality Customer Rep at IntouchCx
Customer Service Representative at IntouchCx (2024-08 – 2025-04)
Assist guests with hotel bookings, provide check-in instructions, and offer support throughout their stay, including access issues and guest requests.
Special Project Representative at IntouchCx (2025-04 – 2025-09)
Process refunds for canceled, unused room reservations due to unforeseen circumstances.
Education
Bachelor in Tourism Management – Indiana Aerospace University
– University of Cebu
– Sudtonggan Elementary School
