Joanna Paula Cheng
Orlando,Florida
Summary
Dynamic Senior Customer Specialist, with a proven track record in enhancing customer satisfaction and streamlining operations. Skilled in effective complaint resolution and CRM software, I excel in driving improvements through critical thinking and active listening, fostering a culture of excellence and collaboration within teams.
Skilled customer service professional with strong expertise in driving client satisfaction and operational efficiency. Proven ability to enhance customer experiences and foster team collaboration to meet evolving demands. Adept in conflict resolution, communication, and relationship management, bringing results-focused approach to every interaction. Reliable and adaptable, consistently delivering top-tier service and support.
Overview
9
9
years of professional experience
Work History
Senior Customer Specialist
Afni Inc, Verizon
04.2025 - 10.2025
- Led customer support initiatives, enhancing service delivery and ensuring high satisfaction rates.
- Developed training materials for new hires, improving onboarding efficiency and knowledge retention.
- Analyzed customer feedback to identify trends, driving improvements in product offerings and services.
- Collaborated with cross-functional teams to resolve complex customer issues, ensuring timely solutions.
- Implemented process enhancements that streamlined workflows and reduced response times for inquiries.
- Coached team members on best practices for handling difficult situations, promoting a culture of continuous learning.
- Navigated multiple software platforms simultaneously while assisting customers via phone calls or digital chats, showcasing strong multitasking abilities.
- Participated actively in departmental meetings as well as professional development opportunities relevant to role.
Virtual Executive Assistant
Athena
08.2024 - 04.2025
- Managed executive calendars, scheduling appointments and coordinating meetings to optimize time efficiency.
- Developed and maintained organizational systems for digital files and documents to enhance retrieval and workflow.
- Facilitated communication between executives and stakeholders, ensuring clarity and timely responses.
- Prepared comprehensive reports and presentations, synthesizing information for strategic decision-making.
- Streamlined administrative processes, implementing new tools that improved task completion rates.
- Trained junior assistants on best practices in virtual support, fostering a collaborative team environment.
- Executed travel arrangements efficiently, balancing cost-effectiveness with executive preferences and requirements.
Healthcare Customer Service Representative
Axxess Technologies
02.2023 - 07.2024
- Managed inbound and outbound customer inquiries regarding healthcare services and insurance coverage.
- Resolved patient complaints by utilizing conflict resolution techniques to ensure satisfaction.
- Educated patients on healthcare processes, policies, and available services to enhance understanding.
- Collaborated with healthcare providers to facilitate accurate information exchange for patient care.
Financial Services Representative
Accenture
10.2020 - 12.2022
- Assisted clients in navigating financial products and services to meet their needs.
- Processed transactions efficiently while ensuring compliance with regulatory standards.
- Collaborated with team members to improve customer service protocols and response times.
- Resolved customer inquiries promptly, maintaining high satisfaction levels through effective communication.
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Worked closely with other departments to provide seamless service delivery for complex client requests.
- Assessed credit applications accurately by analyzing applicants'' financial history, income stability, and repayment capability.
Care Specialist
Iconnect Convergence Inc.
09.2016 - 08.2020
- Assisted clients with daily activities to promote independence and well-being.
- Developed rapport with clients to ensure positive interactions and support.
- Maintained accurate records of client progress and care plans.
- Collaborated with healthcare professionals to implement individualized care strategies.
- Participated in training sessions to enhance skills in client care techniques.
- Maintained compliance with all regulations pertaining to confidentiality, privacy, and documentation requirements within the caregiving profession.
Education
Bachelor of Science - Business Administration
National College of Business And Arts
Manila04-2016
Skills
- Effective complaint resolution
- Customer satisfaction measurement
- Email etiquette
- Call center operations
- CRM software expertise
- Customer segmentation
- Escalation management
- Chat support proficiency
- Critical thinking
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Microsoft outlook
- Quality assurance controls
Languages
English
Native or Bilingual
Timeline
Senior Customer Specialist
Afni Inc, Verizon
04.2025 - 10.2025
Virtual Executive Assistant
Athena
08.2024 - 04.2025
Healthcare Customer Service Representative
Axxess Technologies
02.2023 - 07.2024
Financial Services Representative
Accenture
10.2020 - 12.2022
Care Specialist
Iconnect Convergence Inc.
09.2016 - 08.2020
Bachelor of Science - Business Administration
National College of Business And Arts