Joana Lyn Cordial

Dedicated and detail-oriented professional with experience in customer service, lead generation, sales support, and IT instruction. Skilled in handling customer inquiries, managing CRM systems, validating data accuracy, and supporting business operations. Strong communication, problem-solving, and organizational skills with a background in Information Technology and experience working in fast-paced environments.

Customer Service Representative | Lead Generation Specialist | Sales Development Representative | Validator - Enshored, Inc.

(2021-09)

• Handled customer and billing inquiries related to payments, refunds, subscriptions, and invoices through email and phone support.
• Maintained and updated customer account records, including cancellations and payment details.
• Utilized Zendesk and other CRM platforms to ensure accurate documentation and timely issue resolution.
• Conducted lead research and qualification using LinkedIn, Apollo.io, and ZoomInfo.
• Supported lead generation campaigns by identifying prospective clients and maintaining accurate lead databases.
• Assisted in training team members and reviewing outputs to ensure quality and data accuracy.
• Contacted prospective clients through phone and email outreach using HubSpot.
• Scheduled discovery meetings and coordinated calendars through Google Calendar.
• Supported sales pipeline management by maintaining organized and updated records.
• Reviewed and validated agent escalations and scheduling requests for accuracy and compliance with internal processes.
• Ensured quality assurance standards were consistently maintained.

Customer Service Representative - Sykes Asia, Inc.

(2019-10 - 2021-09)

• Provided email-based customer support for product and service inquiries.
• Managed customer accounts through updates, modifications, and cancellations using Zendesk.
• Maintained accurate records while ensuring customer satisfaction and timely resolution of concerns.

IT Instructor - Interface Computer College - Manila

(2018-10 - 2019-10)

• Taught senior high school and college students core Information Technology subjects.
• Conducted hands-on training on operating systems, computer assembly, hardware troubleshooting, and basic programming.
• Assisted students in developing practical technical and problem-solving skills.

Service Desk Analyst Intern - Cambridge University Press

(2018-05 - 2018-08)

• Responded to support requests and technical concerns from end users through the service desk.
• Documented and analyzed technical issues while identifying appropriate resolution steps.
• Managed support tickets using the Marval ticketing system.

Bachelor of Science - Information Technology - Interface Computer College - Manila (2015 - 2019)

Aguilar Catholic School (2010 - 2014)

Umanday Central School (2004 - 2010)