CARLA JANE JUSTO
1/72 Ward Street Addington Christchurch,New Zealand
Summary
Detail-oriented administrative and customer service specialist skilled in office management, international BPO account handling, and caregiving fundamentals. Combines strong technical office coordination with exceptional communication and empathetic care. Eager to leverage my multi-industry experience to add immediate value in a dynamic operational or client-facing role.
Overview
1
1
Certification
2027
2027
years of professional experience
Work History
Customer Advisor – On Running Shoes Account
Concentrix
06.2024 - 09.2026
- Served as a primary customer support advisor for On running shoes retail operations, addressing inquiries on product specifications, sizing, orders, and customer returns.
- Handled end-to-end warranty claims, inspecting product defects, verifying proof of purchase, and processing replacements or refunds in accordance with brand policy.
- Provided high-level customer service across multi-channel platforms to ensure brand loyalty and customer satisfaction.
Customer Care Representative & Subject Matter Expert (SME) – Sky NZ Account
Probe Cx
01.2023 - 05.2024
- Acted as a Subject Matter Expert (SME), coaching and assisting team members with complex technical troubleshooting, process guidelines, and account escalations.
- Delivered technical and account support for Sky NZ subscribers, resolving issues related to satellite receivers, streaming services, billing, and connectivity.
- Ensured high customer satisfaction (CSAT) and first-contact resolution (FCR) by adhering to quality assurance standards and active listening techniques.
Customer Care Specialist – Barclays US Account
TELUS International
03.2022 - 11.2022
- Managed sensitive financial inquiries and credit card accounts for Barclays US clients.
- Enforced strict banking security and data privacy standards (PCI-DSS) during every customer transaction.
- Applied effective active listening and de-escalation techniques to resolve high-stress client complaints.
Office Staff / Document Controller / Technical Assistant
NDT & Technical Office Experience
- Prepared technical training modules, inspection certificates, and project documentation.
- Managed filing systems, inventory records, and calibration schedules for engineering tools.
- Executed basic Non-Destructive Testing (NDT) processes (Liquid Penetrant, Magnetic Particle, Radiographic, and Ultrasonic fundamentals).
Certified Caregiver (OJT & Practical Care)
Hospital & Home Care Settings
- Delivered hands-on caregiving support to patients in both hospital ward and private residential environments.
- Monitored vital signs, assisted with daily living activities (ADLs), maintained patient hygiene, and ensured clean, safe environments.
- Strictly followed medical sanitation protocols, care plans, and patient privacy guidelines.
Education
Vocational Graduate - Non-Destructive Testing Engineering Technology
Technological University of the Philippines
Skills
- Customer Care & Technical Support: Technical Troubleshooting (Sky NZ), Retail Warranty Handling, Financial Account Support (Barclays US), Escalation De-escalation, SME Team Coaching
- Caregiving & Healthcare: Patient Hygiene & Mobility, Hospital & Home Care Operations, Vital Signs Monitoring, First Aid & Safety Protocols (NC II Certified Caregiver)
- Warranty processing
- Technical & Administration: Document Control, Records & Data Management, Quality Inspection Fundamentals, Technical Reporting, Process Adherence
Certification
NC II Certificate in Caregiving — TESDA Certified
TRAININGS AND SEMINARS
- Adult, Child, & Infant CPR & AED Certification — Emergency Care & Safety Institute (ECSI / AAOS) Education Center: 1-MEDIC EMS Training Center Completion Date: July 27, 2025
- Liquid Penetrant Testing Level I & II Training
- Magnetic Particle Testing Level I & II Training
- Radiographic Testing Level I & II Training
- Safety Management System Course (SMS FLEET) — Civil Aviation Training Center
Timeline
Customer Advisor – On Running Shoes Account
Concentrix
06.2024 - 09.2026
Customer Care Representative & Subject Matter Expert (SME) – Sky NZ Account
Probe Cx
01.2023 - 05.2024
Customer Care Specialist – Barclays US Account
TELUS International
03.2022 - 11.2022
Certified Caregiver (OJT & Practical Care)
Hospital & Home Care Settings
Office Staff / Document Controller / Technical Assistant
NDT & Technical Office Experience
Vocational Graduate - Non-Destructive Testing Engineering Technology
Technological University of the Philippines