Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Joni Encabo

Summary

I currently serve as a Senior Customer Service Adviser at Flick, specializing in product and service knowledge. In this role, I provide essential support to our Customer Experience Team, ensuring positive interactions with customers and promoting exceptional experiences. Holding a Post Graduate Diploma in Applied Professional Studies in Mentoring and Leadership, along with a Bachelor's Degree in English from reputable institutions in New Zealand and the Philippines, I bring a solid educational foundation to my professional endeavours. With years of experience at Flick, I possess valuable insights into diverse customer demographics and profiles, gained through daily interactions that enhance my understanding of their needs and challenges. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

15
15
years of professional experience

Work History

Senior Customer Experience Adviser

Flick Electric Co.
07.2023 - Current
  • Provide expert support to the CX Team
  • Assist Team Leader and Customer Team Manager in implementing customer experience strategies
  • Contribute to and implement process improvements.

Customer Experience Adviser

Flick Electric Co.
01.2021 - 06.2023
  • Handle customer inquiries, sign-ups, quotes, reconnections, and payments
  • Manage off-phone cases through Salesforce.

Program Coordinator

Kelly Club
02.2020 - 09.2020
  • Plan, organize, and run diverse activities
  • Manage administrative tasks, including rostering and payroll.

Programme Assistant

School's Out
09.2018 - 01.2020
  • Create and supervise activities for after-school programs and holidays
  • Ensure the safety of primary school children during care hours.

Support Worker

HealthCare of New Zealand
10.2018 - 02.2019
  • Conduct home visits to assist with home management and personal care.

Customer Service Role

United Health Group
02.2012 - 06.2018
  • Various roles, including Appeals Coordinator and Policy Administration.

Technical Support Role

Convergys
04.2009 - 11.2010
  • Provide technical support for VOIP phone and internet services.

Education

Post Graduate Diploma in Applied Professional Studies- Mentoring and Leadership (Level 8) -

Toi Ohomai Institute of Technology
01.2019

Bachelor of Arts (English) -

Cebu Normal University
01.2009

Skills

  • Canva
  • 27-Systems
  • Xero
  • Teamwork and Collaboration
  • PowerPoint
  • OneNote
  • Creative writing
  • Business writing
  • Planning Activities
  • Six Sigma White Belt
  • Data Entry
  • First Aid Training
  • Attention to Detail
  • Calm Under Pressure
  • Excellent Communication
  • Public Speaking
  • Written Communication
  • Verbal Communication
  • Basic Math
  • MS Office

References

  • Andrew Yip, Payments and Recoveries Team Lead, Flick Electric, +64226473439, andrew.yip@flickelectric.co.nz
  • Ned Floyd, Operations Trainer and Quality Assurance Advisor, Flick Electric, +6421884094, ned.floyd@flickelectric.co.nz
  • Jess Harvey, Quality Coordinator, Kelly Club NZ, 021409537, jess@kellyclub.co.nz
  • Lyra June Datoy, Associate Manager, Optum Global Solutions, +639422951959, lyra_datoy@optum.com
  • Jessica Mae Bagherzadegan, Asset Manager, Downer New Zealand, 0210563484
  • Christine Silda, National Customer Logistics Manager, 0278893990

Timeline

Senior Customer Experience Adviser

Flick Electric Co.
07.2023 - Current

Customer Experience Adviser

Flick Electric Co.
01.2021 - 06.2023

Program Coordinator

Kelly Club
02.2020 - 09.2020

Support Worker

HealthCare of New Zealand
10.2018 - 02.2019

Programme Assistant

School's Out
09.2018 - 01.2020

Customer Service Role

United Health Group
02.2012 - 06.2018

Technical Support Role

Convergys
04.2009 - 11.2010

Post Graduate Diploma in Applied Professional Studies- Mentoring and Leadership (Level 8) -

Toi Ohomai Institute of Technology

Bachelor of Arts (English) -

Cebu Normal University
Joni Encabo