Customer Service Specialist
Cavite, Silang, Philippines
Hello, I'm Joan M. Monares. I've spent over ten years in the BPO industry, specializing in call center operations. I’m committed to driving results and delivering exceptional service, which has allowed me to grow quickly in my career. My biggest achievement recently was being promoted to Call Center Supervisor in December 2024 at IQOR Philippines for the Metro by T-Mobile account. In this leadership role, I manage a team of over 15 agents. I focus on performance coaching, running training initiatives, and implementing process improvements to ensure we consistently meet our KPIs. I am also the go-to person for handling and resolving escalated customer concerns professionally." Before my promotion, I spent several years as a Customer Service Representative for both Metro by T-Mobile and DirecTV AT&T. This time gave me the foundation to be a strong leader. I consistently exceeded key metrics like CSAT, AHT, and FCR, and was frequently recognized as a top performer. I also gained valuable experience through upselling and sales to customers while providing excellent service." To summarize, I offer a blend of skills: team leadership, performance management, strong customer service, and sales expertise. I am fluent in English and Filipino. I’m looking forward to discussing how my ten years of experience can benefit this team.
Nearsol (CEF SOLUTIONS, INC.) – SAMSUNG ELECTRONICS AMERICA, full_time
Nov 2025 to Present
Assisting dealers setting up service for our clients.
IQOR Philippines – Metro by T-Mobile , full_time
Dec 2024 to Oct 2025
• Lead a team of 15+ agents, overseeing daily operations and ensuring KPIs are met • Conduct coaching sessions, performance reviews, and training initiatives • Collaborate with management to implement process improvements and boost efficiency • Handle escalated customer concerns with professionalism and strategic resolution
IQOR Philippines – Metro by T-Mobile, full_time
Jun 2020 to Nov 2024
• Delivered high-quality support to customers via phone. • Consistently exceeded performance metrics including CSAT, AHT, and FCR • Recognized multiple times for top performance and reliability