John Joshua Nike Mizal
Hamilton,WKO
Summary
I am a Filipino customer service expert on a visitor visa and onshore, looking for a long-term job to which I can dedicate my skills and expertise. With years of professional experience working with diverse US-based clients and employers, I have transitioned into the dynamic field of information technology. I have the soft skills from my years of customer service experience and in-demand technical skills vital for today's evolving digital landscape.
Overview
8
8
years of professional experience
Work History
Customer Service Specialist
Outdoorsy
Remote
06.2021 - Current
- Working for a tech-startup company with their RV rental services as a Customer Service Specialist assisting both client's owners and renters with their listing/rental concerns
- Acts as external and internal coordinator, focusing on coordinating communications externally with owners and renters and internally within the customer service team through taking in and relaying inbound calls, chats, and emails
- Takes supervisor calls and helps the team manage escalation requests like refunds, payments, and other agent-level inquiries and requests
- Checks agent escalations and provides feedback on agent's submitted escalations/forms to the manager for agent's coaching opportunities.
- Works as one of the Nesting coaches for the department, training new hires and seasonal agents and providing coaching for real-time and scheduled feedback
Licensed Insurance Advisor
Sunlife of Canada - Philippines
Manila, Philippines
10.2022 - 01.2023
- Reached out to potential policy holders in need of insurance coverage
- Answered to current clients' (policy holders) insurance inquiries and needs
- Advocated for the company's desire to help people with insurance coverage.
Senior Operations Associate
Capital One Philippines Support Services Corp.
Alabang, Muntinlupa City
11.2016 - 05.2021
- Worked for one of the top financial institutions in the US providing support to cardholders and other stakeholders calling to seek assistance with credit card inquiries
- Worked as one of my department's creative and engagement leads, extending support to various department and site-wide projects, and creating inspirational engagement videos
- Worked as data management lead and peer-to-peer coach for one of my previous teams.
Customer Service Representative
Teleperformance Philippines
Sucat, Paranaque City
03.2016 - 09.2016
- Worked for a US-based phone service provider assisting customers calling seeking support with their phone service billing and technical inquiries.
Education
AB Development Studies (Undergraduate) -
De La Salle University - Dasmarinas
03.2014
BS Human Biology (Undergraduate) -
De La Salle University - Dasmarinas
06.2012
Skills
- Customer Service
- Phone, chat, and email support
- Coaching and Training
- Handling difficult conversations
- Handling escalated/supervisor tickets
- Microsoft Excel
- SQL
- Technical Support
- HTML
- CSS
- Javascript
- Python
- SEO - On page and Off page
- Chat GPT
Personal Information
- Title: Front End Web Developer | Customer Support Specialist | Data Analyst
- Date of Birth: 03/28/1992
- Nationality: Filipino
Hobbies and Interests
I am a hardworking and dedicated person. I respect all people from all backgrounds and see colleagues as teammates rather than competitors. I have family here in New Zealand and I love being outdoors with them. Aside from my growing interest in Information Technology, I am also passionate about travel, exploring other cultures, football, mountain biking, and photography.
Timeline
Licensed Insurance Advisor
Sunlife of Canada - Philippines
10.2022 - 01.2023
Customer Service Specialist
Outdoorsy
06.2021 - Current
Senior Operations Associate
Capital One Philippines Support Services Corp.
11.2016 - 05.2021
Customer Service Representative
Teleperformance Philippines
03.2016 - 09.2016
AB Development Studies (Undergraduate) -
De La Salle University - Dasmarinas
BS Human Biology (Undergraduate) -
De La Salle University - Dasmarinas
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