2009
Hotel and Restaurant Management
Joji Ilagan Career Centre Foundation
Your Go-To Virtual Partner in Productivity
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
×
![]()
My Experience and Education
July 2009
-
December 2012
Sutherland Global Services, Davao City
(Retentions for Real Networks, USA)
• Provide excellent customer services and ensure customer satisfaction.
• Retain voluntary disconnects.
• Respond to customer queries and address service complaints in a timely manner.
• Explain billing charges and credits.
• Process paperwork for disconnects on customer accounts classified as non- collectable.
• Make sales calls to existing and new customers for business growth
February 2013
-
November 2013
Offsourcing Philippines - Davao City
(Customer Service Representative for an online retail store, Canada)
• Answers customer queries via phone and email
• Provide information about products and services
• Process online orders, calculate charges, and process billing or payments
• Review or make changes to customer accounts
• Handle returns, replacement, or complaints
July 2016
-
February 2017
Teleperformance Philippines
(Vodafone NZ Technical Support, Subject Matter Expert and Product Trainer)
Tech Support Responsibilities
• Providing prompt, efficient, detailed service by engaging directly with Vodafone customers via phone and email.
• Working with other customer support teams to ensure a consistent and high- quality level of support.
• Work with on-shore team to better resolve more complex issues. Address and
resolve customer concerns promptly.
• Handle large volume of customer calls efficiently.
SME Key Responsibilities
07/2016 – 02/2017
• Fully participate on the assigned committee team from the start of the newly hired inbound agents’ deployment to support and assist both Training team, Vodafone and the agents themselves.
• Have the knowledge, skills, and abilities required to perform given responsibilities and tasks as related to the scope of practice.
• Contribute core content and supply source materials, reference items, and supplemental resources used to validate answers to written items in the exams.
• Add richness to the content by offering first-hand field knowledge (anecdotal stories, case studies, best practices, tips and/or “tricks-of-the-trade”) that can be shared with others to improve knowledge exchange and transfer.
• Meet all agreed-upon turnaround times for deliverables and deliverable reviews.
Product Trainer Key Responsibilities
02/2017 – 10/2017
• Facilitates training for employees on all aspects of client project (new hire, progression, and enhancement training.
• Provides feedback on existing curriculum for training improvement
• Evaluates learner’s performance
• Implement and monitor programs as directed by management, and see the programs through to completion
• Generate memos, emails and reports when appropriate
• Respond to questions and requests for information
• Answer escalation calls and assume other responsibilities during deployment or live calls during on initial deployment of agents
November 2017
-
April 2018
Online Retail Store
(Customer Support Team Leader for an online retail store (Canada and US)./ Email and Voice,USA)
-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.
April 2018
-
July 2018
Carpet Cleaning Company
(Admin Support for a Digital marketing company/Email and Voice, USA)
-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.
July 2018
-
September 2018
Water filter, aircon filter and refrigerator filter account and Organic Soap
(Customer Service and Logistics Analyst for an online retail store /Email, Voice, USA)
• Answers customer queries via phone and email
• Process online orders, returns, replacements, and complaints
• Approve and cancel orders on Shopify
• Make changes to customer accounts
• Maintain up-to-date knowledge about the products, services and promotions.
• Respond to customer queries about company services, equipment, promotions, and billings.
October 2019
-
January 2025
Video, Audio, and Photo Editing Software
(Admin Support/Customer Service, AU)
-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.
June 2021
-
Present
LEUTERIO REALTY
(PART TIME REAL ESTATE AGENT/UNIT MANAGER,Philippines)
Client Prospecting – Finding and reaching out to potential buyers, sellers, or renters.
Client Prospecting – Finding and reaching out to potential buyers, sellers, or renters.
Property Showings – Scheduling and conducting tours with potential buyers or renters.
Client Consultation – Understanding clients’ needs, preferences, and budget to match them with the right property.
Paperwork & Documentation – Preparing, reviewing, and submitting contracts, agreements, and legal documents.
Closing Assistance – Coordinating with lawyers, banks, and other parties to finalize sales or lease transactions.
Customer Service – Providing continuous support and updates to clients before, during, and after transactions.
Networking – Building connections with developers, property managers, investors, and other agents.
After-Sales Support – Maintaining relationships for referrals, repeat clients, and long-term trust.
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.