Jose Marie Javellana
Summary
Proven leader in customer service excellence at Eurokars Auto Pte. Ltd., adept in staff training and problem-solving. Spearheaded initiatives reducing complaints and enhancing satisfaction, fostering team collaboration and mastering product knowledge. Renowned for interpersonal skills and adaptability, consistently delivering and exceeding service standards, nurturing high-profile and long-term client relationships.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Customer Service Advisor/Brand Ambassador
Eurokars Auto Pte. Ltd. (formerly Stuttgart Auto)
02.2012 - Current
- Respond to customer requests, offering excellent support and tailored recommendations to address needs.
- Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintain up-to-date knowledge of product and service changes.
- Follow up with customers about resolved issues to maintain high standards of customer service.
- Resolve customer service issues using company processes and policies and provided updates to customers.
- Develop highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Train staff on operating procedures and company services.
- Reduce customer complaints by proactively identifying areas for improvement within the department.
- Spearheaded initiatives aimed at enhancing internal communication within the team for better collaboration on cases.
- Contribute valuable insights during strategy meetings focused on refining overall organizational approach toward delivering superior customer experiences.
- Enhance customer satisfaction by promptly addressing and resolving complex issues.
- Handles high-profile clients, ensuring exceptional service levels and fostering long-term relationships.
- Delivers exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
No Degree - Mechanical Engineering Technology
Technological University of The Philippines-Visaya
Philippines08.2006
Skills
Staff Training
De-Escalation Techniques
Service Recommendations
Teamwork and Collaboration
Problem-Solving
Excellent Communication
Active Listening
Adaptability and Flexibility
Product and service knowledge
Customer Retention
Interpersonal Skills
Customer service excellence
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Achieved 100% Customer Satisfaction Survey 2 out of 3 times in a row.
Certification
- Certified Porsche Brand Ambassador, Eurokars Auto Pte. Ltd. - 2018, 2021, 2024
Timeline
Senior Customer Service Advisor/Brand Ambassador
Eurokars Auto Pte. Ltd. (formerly Stuttgart Auto)
02.2012 - Current
No Degree - Mechanical Engineering Technology
Technological University of The Philippines-Visaya
- Certified Porsche Brand Ambassador, Eurokars Auto Pte. Ltd. - 2018, 2021, 2024
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