Joyce Santos

Customer Service and Travel Support Specialist with over 1 year and 11 months of BPO experience supporting customers across retail, travel, accommodation, and attractions accounts. Experienced in providing both phone and email support, handling customer inquiries, bookings, reservations, cancellations, refunds, and account-related concerns. Skilled in resolving customer issues with professionalism, empathy, and attention to detail while maintaining high service standards.

Strong ability to adapt to new processes, manage multiple cases efficiently, and collaborate with internal teams to deliver positive customer experience in fast-paced environments.

Operations Customer Expert I at Teleperformance Philippines (2025-02 – 2026-04)

• Provided email-based customer support for attraction bookings, reservations, and travel-related inquiries.
• Resolved customer concerns efficiently while maintaining high customer satisfaction.
• Managed multiple customer cases with accuracy, attention to detail, and professionalism.
• Coordinated with internal teams to resolve booking issues and service-related concerns.
• Communicated clearly and professionally with customers to provide effective solutions and timely updates.

Associate Customer Service at Sutherland Global (2024-05 – 2025-01)

• Handled inbound and outbound calls for retail customer inquiries and account-related concerns.
• Assisted customers with product information, order-related issues, and general service requests.
• Provided accurate information and resolved customer concerns promptly while meeting service standards.
• Maintained a positive, professional, and customer-focused approach in all interactions.
• Ensured customer satisfaction through effective problem-solving, active listening, and follow-up support.

Service Crew at Golden Arches Development Corporation (2023-01 – 2024-03)

• Delivered quality customer service in a fast-paced environment.
• Assisted customers with orders, payments, and general inquiries.
• Supported food preparation, cashiering, and order fulfillment activities.
• Maintained cleanliness, safety, and operational standards in accordance with company policies.
• Demonstrated teamwork, adaptability, and strong communication skills while serving customers.

Senior High School – Panipuan High School (2021 – 2022)

– Our Lady of Fatima University Pampanga Branch (2022 – 2024)