Jay Zafra Email & Phone Number

Cebu City, Ph

Metro Cebu, Central Visayas, Philippines

I evaluated client profiles and reached out to them to arrange their Annual Health Assessment. During these interactions, I assessed their past and current medications, while also educating them about the advantages and coverage specifics of their Health Insurance plan.

Cebu, Central Visayas, Philippines

I operated as a telesales representative for various airline companies, aiding customers in selecting the most suitable tickets for their travel needs, whether for local or international flights. My responsibilities included researching ticket prices, conducting comparisons between different airlines, and presenting the best options to our customers/passengers.Responsible for providing customer service to the company’s clients with or without existing reservations and working on customer preferences. Providing clients with the required information with regard to processes such as ticket issuance, exchange procedures, refund procedures, name corrections, and flight reinstatement, among others.Responsibilities:*Processing new clients’ inquiries – Cooperating with incoming clients to determine their needs and advising them on an appropriate destination, modes of transportation, travel dates, costs, and accommodations. *Following-up – Making sure clients are happy and satisfied with our services from start to finish, ensuring long-term cooperation via excellent customer service and problem resolution skills. *Facilitating deals/sales – Supporting the process for clients with professional insight and expertise. *Developing – Growing professional level via attending various training and seminars. *Networking – Supporting existing and exploring new contacts in order to maintain a stable, evolving clients’ database. *Planning trips – Engage with other agents to find and deliver the best solutions to clients in a designated GDS (Global Distribution System) software.

Cebu, Central Visayas, Philippines

I served as a customer service and sales representative, addressing inquiries from vendors and effectively upselling new products or enticing upgrades to their existing subscriptions for improved services.Responsibilities:*Generating leads.*Meeting or exceeding sales goals.*Negotiating all contracts with prospective clients.*Helping determine pricing schedules for quotes, promotions, and negotiations.*Preparing weekly and monthly reports.*Giving sales presentations to a range of prospective clients.

Cebu, Central Visayas, Philippines

For two and a half years, I provided customer service, technical assistance, and chat support for an accounting software, specifically Quickbooks. My role involved guiding clients, whether they were small business owners or larger enterprises, through the process of setting up their Quickbooks accounts. Additionally, I assisted them in managing tasks such as checking business and employee taxes, remittances, and synchronizing their bank accounts with their QuickBooks accounts. After this period, I was promoted to the position of Subject-Matter Expert (SME).Essential Functions/Core Responsibilities*Troubleshoot issues that are technical in nature; including hardware, software and networking*Solve complex problems that may be unstructured and require use of conceptual thinking skills*Assist customers with QuickBooks; research and provide resolution to questions and problems*Ensure service delivered to customers meets contractual Key Performance Indicator (‘KPIs’)*Listen attentively to customer needs and concerns; demonstrate empathy and build rapport*Prepare complete and accurate work, including appropriately notating accounts as required*Participate in activities designed to improve customer experience and business performance

Cebu, Central Visayas, Philippines

Over five years, I provided customer service support for Canada Cards, aiding cardholders with tasks such as account inquiries, updating personal details, and arranging card replacements. Additionally, I facilitated transfers to appropriate departments for issues like fraud or requests beyond our purview. Later, I transitioned to the US Cards - Claims Department, where I assisted customers with filing credit card claims and checking the status of existing claims.Essential Functions:*Answer phone calls and emails from customers in a professional and courteous manner*Resolve technical customer issues in an effective and expedient manner*Create and maintain case documentation in InstaMed's CRM for open customer incidents, including a complete description of the problem, what actions have been taken, customer impact and next steps*Perform root-cause analysis, develop logical conclusions, and suggest appropriate workarounds*Manage escalation of incidents within Customer Service and to other departments*Setting customer expectations and managing sensitive customer situations*Effectively communicate technical information to end users*Any other duties as applicable to the position

Cebu, Central Visayas, Philippines

Served as a customer service representative for Virgin Mobile, USA, helping customers with the setup of their phones and resolving any technical problems. Managed inquiries related to membership, coverage, and warranty. Additionally, provided guidance on how to top-up their phones and instructed them on contacting the Customer Service Hotline.

Cebu, Central Visayas, Philippines

Served in the role of technical support representative for an internet service provider, Earthlink. Upon the closure of this business segment, transitioned to the position of customer service representative at a credit monitoring firm, Experian, while also taking on the responsibilities of a retention specialist.

Cebu, Central Visayas, Philippines

Served as a technical support representative for a smartphone company, specifically for PALM Handheld Smartphones. Assisted customers with phone activation and addressed various troubleshooting requirements. Handled requests for replacements of smartphones and other components in the event of post-sale technical problems.