2009
Hotel and Restaurant Management
Joji Ilagan Career Centre Foundation
About Me
Hello, I'm Irish Joy Acana, a 36-year-old professional from Davao City, Philippines. I have six years of experience in freelancing, specializing in customer service and administrative tasks.
I have strong communication skills and can collaborate effectively with diverse individuals across various personalities and skill levels. I am resourceful, dependable, and can work efficiently with minimal supervision.
Recently, I worked with an Australia-based software company, handling customer service, software troubleshooting, and refund processing. I am dedicated to helping businesses succeed and consistently strive to achieve my client's goals.
My Skills and Competencies
Customer Service Expert
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2019
-
2025
FREELANCE
(Admin Support/Customer Service)
-Onboarding Support: Guide customers through software setup and key features.
-Troubleshooting Assistance: Identify and resolve common issues using FAQs, knowledge bases, or step-by-step instructions.
-User Education: Provide best practices to help customers maximize software benefits.
-Retention Strategies: Address concerns proactively by offering solutions (e.g., discounts, feature explanations, alternative plans).
-Refund Processing: Follow company policies for issuing refunds, ensuring a smooth process for dissatisfied customers.
-Follow-up & Feedback: Gather insights from refund requests to improve customer experience.
-Lodging Tickets: Log software issues with clear details (error messages, steps to reproduce).
-Collaboration with Developers: Provide structured reports, prioritizing critical issues and tracking resolutions.
-User Suggestions: Collect and categorize customer recommendations for software improvements.
-Developer Reports: Submit structured feedback reports to developers for potential feature updates or usability enhancements.
2018
-
2018
FREELANCE
(Admin Support for a Digital marketing company)
-Provided administrative support for the CEO of the company
-Did outbound calls to potential and existing clients.
-Research for the materials via the internet for potential clients.
2019
-
2020
FREELANCE
(Customer Support Team Leader for an online retail store (Canada and US).)
-Facilitates training for employees on all aspects of client projects (new hires,
progression, and enhancement training.
-Handled escalation tickets and supervisor calls.
-Responsible for shift scheduling.
-Keep the client posted via detailed end-of-day reports.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.