Hey I am Jocelene

More Info About Me

Breadwinner. Mother of two. Nocturnal.

I worked as a Call Center Agent at Sitel PH for almost 4 years (office-based) and 3 years as a Freelancer.

As a highly-skilled individual with exceptional communication and organizational skills, I am offering the ability to use all software programs required for each task at an expert level possessing the Customer Service and General Virtual Assistant Certification.

Jocelene L. Tuy
Puerto Princesa City, Philippines
joshtuy05@gmail.com
Freelancer
Check my CV View Work Hire Me

My Skills and Competencies

Oral and Written Communication Skills
Professionalism and Strong Work Ethics
Teamwork and Collaboration
Communication Etiquette
Critical thinking and Problem-solving
Leadership Qualities
Deliver Results
Self and Time Management
Research and Creativity

Certificates

GVA
Typing Skills

My Experience and Education

  • EXPERIENCE
  • EDUCATION
2016
BS in Information Technology

Institution: Palawan State University (3rd Year - Second Semester to 4th Year)
Institution: DJEMFCST (1st Year to 3rd Year - First Semester)
• ICT Department President (SY: 2013-2014)

2009
Secondary School

Institution: Leonides S. Virata Memorial School (La Salle Supervised School)

2022 - 2022
PROVA
(Social Media Manager (Apprentice))

✓ Creating and scheduling social media posts
✓ Engaging with followers and responding to comments and messages
✓ Analyzing the performance of social media campaigns and generating reports
✓ Collaborating with other departments to align social media efforts with overall marketing strategies

2021 - 2022
OX TOOLS CA
(CSR/General VA)

• Responded to customer inquiries via email and/or phone (Order Entry, Customer Service Inbox, & Returns)
• Answered internal emails (mostly from the warehouse and Sales Representatives)
• Created new and updated cases of the reported order issues
• Monitor backorders and ensure that available items were endorsed to the warehouse for shipment
• Ensure that Promotions, Discounts, and/or Tax were applied to the order
• Assist the Accounts Team in sending out invoices
• Making follow-ups to orders/requests to avoid delays
• Filed Claims for lost and damaged packages
• Send EOD Report by the end of the day to show productivity

2020 - 2022
TH GENESIS (Upwork)
(E-commerce VA)

• Processed orders through our website and offered promotions available
• Responded to customer inquiries via email, chat, and/or phone
• Follow-ups to Abandoned Carts by calling customers or sending them an SMS
• Processed replacements for defective products
• Offer retention discounts/freebies for possible order cancellations
• Handled the stores' Amazon Seller Central
o Answering inquiries via chat
o Monitoring inventories
o Adding tracking information to mark the order as fulfilled
o Processing refunds for warranty claims/within moneyback guarantee period
o Monitoring reviews and contacting customers who leave negative feedback to check if there's anything that we can do to turn around their experience
o Upload new products photos and descriptions

2016 - 2020
SITEL PH
(Customer Support & Learning Specialist)

Learning Specialist (Promoted)
Sitel PH
August 2018 to March 2020 (1 year, 7 months)
• Perform training needs to ensure trainees are fully equipped when they go to operations
• Created training materials: PowerPoint Presentations, Dummy Accounts, Handouts
• Collaborate with Quality Team and management to identify learning gaps
• Schedule meetings for Department Talks (this is for the trainees to meet and greet other departments)
• Outline the calendar with the topics to be discussed every day (Training Planner)
• Created a knowledge-based system
• Facilitated nestings (stage of training when you have to apply all that you've learned from your lectures, and that is, to take calls and officially perform the full tasks)
• Reported training progress
• Took supervisor calls
• Made follow-ups/refreshers to ensure that every agent is aligned or calibrated with the product knowledge
Customer Support
Sitel PH - Fastway Couriers AU & NZ
February 2018 to August 2018 (6 months)
• Responded to customer inquiries via email, chat, and/or phone
• Tracking of parcels
• Filed investigation for lost parcels to the Claims Department
• Contact drivers for delivery and/or pick-up instructions
• Notify the receiver in case of a delay
Sitel PH - GDC (Financial Account)
May 2016 to February 2018 (1 year, 9 months)
• Pull up customer accounts, and assist with account inquiries
• Verify customer information and make sure that you are speaking to the Primary Account holder
• Answered inquiries (purely phone calls)
• Balancing - Debit vs Credit
• Filed investigation for unauthorized transactions, and account discrepancies
• Transferred calls to the right department
• Read transactions and identify when the amount was posted

My Services

Social Media Management

Represents a company on social media platforms, engaging with customers and followers, creating and publishing content.

Data Entry / Web Researcher

Search the Internet for information on a wide variety of topics.

General Virtual Assistant

Scheduling appointments, making phone calls, making travel arrangements, and managing email accounts.

CSR

Responsible for interacting with customers to provide information, resolve issues, and address concerns.

Testimonials

Author

OX Tools CA

You did a great job! Thank you for your dedication and outstanding performance.

Author

Liza Moren

"You are still the undisputed Queen of QA. Thank you so much for all you do!"

Author

Dean Hales

"Jocelene hailed as the Customer Service People Smart Awardee 2021 for her invaluable effort and contribution."


Works

Social Media Post Sample

Data Entry Sample

Social Media Post Sample

Let's work together !

I am available for freelance projects.
Hire Me

Get In Touch

Address :
Puerto Princesa City,
Philippines
Email :
joshtuy05@gmail.com


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