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VAN JOHNSON GIMONY

VAN JOHNSON GIMONY

Certified

Chat Support at TikTok

Foundever | Philippines

Technologies

My Portfolio Highlights

My New Project

Analyzing Students' Mental Health

My New Project

Analyzing Students' Mental Health

Data curator, carefully curating insights like precious artifacts.

My Work

Take a look at my latest work.

project

Analyzing Students' Mental Health

SQL
DataLab

Project: Analyzing Students' Mental Health

project

Analyzing Students' Mental Health

SQL

My Certifications

These are the industry credentials that I’ve earned.

Data Engineer Associate

Data Engineer Associate

Data Analyst Associate

Data Analyst Associate

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

Courses

Introduction to Python
Introduction to SQL
Intermediate SQL
Intermediate Python

My Work Experience

Where I've interned and worked during my career.

Foundever | Sep 2023 - Present

Chat Support Representative

Job Summary: As a Chat Support Representative for TikTok Shop, you will be responsible for providing exceptional customer service and support via chat to users of TikTok Shop. Your role involves handling inquiries, resolving issues, and assisting customers with their shopping experience on the platform. Key Responsibilities: Chat Support: - Provide timely and professional assistance to customers via chat. - Address inquiries related to product information, order status, payments, returns, and other aspects of the TikTok Shop experience. Issue Resolution: - Troubleshoot and resolve customer issues related to their orders, accounts, and the TikTok Shop platform. - Escalate complex issues to higher-level support or specialized teams as needed. Customer Education: - Educate customers on how to navigate TikTok Shop, use platform features, and make the most of their shopping experience. - Provide guidance on best practices for using the app and placing orders. Order Management: - Assist customers with order-related tasks, including tracking, modifications, cancellations, and returns. - Ensure accurate and timely resolution of order issues. Feedback Collection: - Collect and document customer feedback to identify trends and areas for improvement. Product Knowledge: - Maintain a thorough understanding of TikTok Shop’s products, services, promotions, and policies. - Stay informed about new features and updates to provide accurate information to customers. Data Management: - Accurately log and track customer interactions and issues in the CRM system. - Ensure data integrity and confidentiality. Quality Assurance: - Ensure all chat interactions meet TikTok Shop’s standards for quality and professionalism. Team Collaboration: - Work closely with other chat support representatives, customer service teams, and product specialists to ensure consistent and effective service delivery.
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TDCX | Apr 2023 - May 2023

Client Services Associate

Job Summary: As a Client Services Associate at Meta, you will be responsible for providing exceptional service and support to Meta’s clients. Your role involves managing client relationships, addressing inquiries, resolving issues, and ensuring clients are maximizing the value of Meta’s products and services. Key Responsibilities: Client Interaction: - Serve as the primary point of contact for clients, responding to inquiries via phone, email, and chat. - Provide information about Meta’s products, services, and features. Relationship Management: - Build and maintain strong relationships with clients. - Understand their needs, goals, and challenges to provide tailored solutions and support. Issue Resolution: - Troubleshoot and resolve client issues efficiently, ensuring a high level of client satisfaction. - Escalate complex problems to higher-level support or specialized teams as necessary. Client Education: - Educate clients on the features and benefits of Meta’s products and services. - Provide guidance on best practices and how to utilize the tools and resources available to achieve their objectives. Data Management: - Accurately document client interactions and issues in the customer relationship management (CRM) system. - Ensure data integrity and confidentiality. Feedback and Reporting: - Collect and document client feedback to identify areas for improvement. Team Collaboration: - Work closely with other client services associates, account managers, and product specialists to ensure consistent and efficient service delivery. Product Knowledge: - Maintain a deep understanding of Meta’s products, services, and updates. Quality Assurance: - Ensure all interactions meet Meta’s standards for quality and professionalism. Client Onboarding: - Assist new clients with onboarding, ensuring they are set up for success with Meta’s products and services.

Acquire BPO | Nov 2022 - Mar 2023

Sales Support Representative

Job Summary: As a Sales Support Representative at AT&T, you will play a crucial role in assisting the sales team to achieve their targets by providing administrative and operational support. This role involves managing customer inquiries, processing orders, handling sales documentation, and ensuring a smooth sales process. Key Responsibilities: Customer Interaction: - Respond to customer inquiries via phone, email, and chat, providing information about products, services, pricing, and promotions. - Assist customers with order placement, modifications, and cancellations. Order Processing: - Accurately enter and process sales orders in the system. - Verify order details, ensure product availability, and coordinate with logistics to ensure timely delivery. Sales Documentation: - Prepare and maintain sales documentation, including quotes, contracts, and invoices. - Ensure all paperwork is completed accurately and in a timely manner. Sales Support: - Assist the sales team with administrative tasks such as scheduling appointments, preparing sales presentations, and maintaining customer records. Customer Follow-Up: - Follow up with customers to confirm order details, provide order status updates, and address any post-sale issues or concerns. Data Management: - Maintain and update customer databases and CRM systems with accurate and current information. - Generate reports on sales activities, customer interactions, and order status. Collaboration: - Work closely with the sales, marketing, and logistics teams to coordinate efforts and ensure a seamless customer experience. Problem Resolution: - Address and resolve customer complaints and issues related to sales orders, billing, and delivery. Product Knowledge: - Maintain a thorough understanding of AT&T’s products, services, and promotions. Quality Assurance: - Ensure all customer interactions and sales processes adhere to AT&T’s standards for quality and compliance.

Concentrix | Apr 2022 - Oct 2022

Service Desk Associate

Job Summary: As a Service Desk Associate at Rakuten, you will be responsible for providing exceptional technical support and customer service to Rakuten employees and stakeholders. Your role involves addressing and resolving IT-related issues, managing service requests, and ensuring the smooth operation of the company's IT infrastructure. Key Responsibilities: Technical Support: - Provide first-level technical support to Rakuten employees and stakeholders via phone, email, and chat. Diagnose and resolve IT-related issues promptly and efficiently. Issue Resolution: - Troubleshoot and resolve hardware, software, and network issues. - Escalate complex problems to higher-level support or specialized IT teams as necessary. Service Requests: - Manage and fulfill service requests, including account setup, password resets, software installations, and equipment provisioning. Incident Management: - Log and track incidents using the company's ticketing system. - Ensure accurate documentation of issues and resolutions. User Education: - Educate users on IT policies, procedures, and best practices. - Provide guidance on using company software and hardware effectively. System Monitoring: - Monitor IT systems and infrastructure for performance and availability. - Report and address potential issues proactively. Collaboration: - Work closely with IT teams, including network, security, and systems administrators, to ensure comprehensive support coverage and issue resolution. Knowledge Base Maintenance: - Contribute to the development and maintenance of a knowledge base of common issues and resolutions. Customer Service: - Maintain a high level of customer satisfaction by providing friendly, efficient, and effective service. - Follow up with users to ensure their issues are resolved satisfactorily. Continuous Improvement: - Participate in ongoing training and development to stay current with the latest IT technologies and support practices. .

Concentrix | Feb 2022 - Apr 2022

Web Advisor

Job Summary: As a Web Advisor at HostGator, you will be responsible for providing outstanding customer support and technical assistance to users of HostGator’s web hosting services. Your role will involve addressing customer inquiries, troubleshooting technical issues, and guiding customers through the setup and maintenance of their web hosting accounts. Key Responsibilities: Customer Interaction: - Handle customer inquiries via phone, email, and chat in a timely and professional manner. - Assist with product setup, configuration, and troubleshooting. Technical Support: - Provide expert technical support to customers on a variety of web hosting issues, including domain registration, website setup, email configuration, and security settings. Issue Resolution: - Diagnose and resolve customer issues effectively, ensuring a high level of customer satisfaction. - Escalate complex problems to higher-level support or specialized teams as necessary. Product Knowledge: - Maintain a deep understanding of HostGator’s products and services. - Stay updated on new features, updates, and best practices to provide accurate information to customers. Customer Education: - Educate customers on the features and benefits of HostGator’s products. - Guide them on how to utilize the tools and resources available to optimize their web hosting experience. Data Management: - Accurately document customer interactions and technical issues in the customer relationship management (CRM) system. Feedback and Reporting: - Collect and document customer feedback to identify areas for improvement. Team Collaboration: - Work closely with other web advisors, technical support teams, and product specialists to ensure consistent and efficient service delivery. - Participate in team meetings and training sessions. Quality Assurance: - Ensure all interactions meet HostGator’s standards for quality and professionalism.

Smiles On Demand Outsourcing | Oct 2021 - Feb 2022

Customer Support Representative

Job Summary: As a Customer Support Representative for Gousto, you will be responsible for providing exceptional service to customers, addressing their inquiries, resolving issues, and ensuring a positive experience with Gousto’s meal kit delivery service. You will work closely with other teams to maintain high levels of customer satisfaction and contribute to the continuous improvement of our service. Key Responsibilities: Customer Interaction: - Handle customer inquiries via phone, email, and chat promptly and professionally. - Assist with order placement, delivery issues, account management, and product information. Issue Resolution: - Investigate and resolve customer complaints and issues effectively, ensuring timely and satisfactory outcomes. - Escalate complex issues to higher-level support or other departments as necessary. Order Management: - Assist customers with modifying or canceling orders, tracking deliveries, and addressing any discrepancies in their orders. Product Knowledge: - Maintain a thorough understanding of Gousto’s products, services, and processes. - Provide accurate information and guidance to customers. Customer Education: - Educate customers on how to use Gousto’s platform, navigate their accounts, and make the most of their subscriptions. Feedback and Reporting: - Collect and document customer feedback to identify common issues and areas for improvement. - Generate reports on customer interactions, issue resolution, and service quality. Team Collaboration: - Work closely with other customer support representatives, the logistics team, and other departments to ensure a seamless customer experience. - Participate in team meetings and training sessions. Quality Assurance: - Ensure all interactions meet Gousto’s standards for quality and professionalism. - Participate in ongoing training and development to improve performance.

Qualfon | May 2021 - Aug 2021

Technical Support Representative

Job Summary: As a Customer Support Representative for Norton LifeLock, you will be responsible for providing top-tier customer service and technical support to users of Norton LifeLock products. This role involves resolving customer inquiries, troubleshooting technical issues, and ensuring customer satisfaction with cybersecurity solutions. You will be part of a dynamic team dedicated to protecting customers' digital lives. Key Responsibilities: Customer Interaction: - Respond to customer inquiries via phone, email, and chat in a timely and professional manner. - Assist with product setup, usage, and troubleshooting. Technical Support: - Diagnose and resolve technical issues related to Norton LifeLock products. - Provide step-by-step guidance to customers on resolving their technical problems. Issue Resolution: - Address and resolve customer complaints and issues effectively, ensuring a high level of customer satisfaction. - Escalate complex issues to higher-level support or specialized teams as necessary. Product Knowledge: - Maintain a deep understanding of Norton LifeLock products and services. - Stay updated on new features, updates, and best practices to provide accurate information to customers. Customer Education: - Educate customers on the features and benefits of Norton LifeLock products. - Guide them on how to utilize the products to their full potential. Feedback and Reporting: - Collect and document customer feedback to identify areas for improvement. - Generate reports on common issues and trends to help enhance product and service quality. Team Collaboration: - Work closely with other customer support representatives, technical support teams, and product specialists to ensure consistent and efficient service delivery. - Participate in team meetings and training sessions. Quality Assurance: - Ensure all interactions meet Norton LifeLock’s standards for quality and professionalism.

Accenture in the Philippines | Mar 2019 - Apr 2021

Customer Service Associate (Healthcare Accounts)

Job Summary: As a Customer Service Associate under Accenture for healthcare accounts, you will be responsible for delivering exceptional service to healthcare clients. This role involves handling inquiries, resolving issues, and providing support related to healthcare services, insurance claims, and benefits. You will ensure compliance with healthcare regulations and maintain the highest standards of customer satisfaction. Key Responsibilities: Customer Interaction: - Respond to inquiries from healthcare clients via phone, email, and chat. - Provide accurate information about healthcare services, insurance claims, and benefits. Issue Resolution: - Investigate and resolve customer issues related to healthcare services, billing, and claims. - Ensure timely and effective resolution to enhance customer satisfaction. Claims Processing: - Assist customers with the submission, status, and resolution of insurance claims. - Coordinate with healthcare providers and insurance companies as needed. Compliance: - Ensure all interactions and processes comply with healthcare regulations, including HIPAA. - Stay updated with changes in healthcare policies and procedures. Data Management: - Accurately input and manage customer data in the system. - Maintain and update records to ensure data integrity and confidentiality. Reporting: - Generate and analyze reports on customer interactions, issue resolution, and service quality. - Identify trends and recommend improvements to enhance service delivery. Team Collaboration: - Work closely with team members and other departments to streamline processes and improve overall efficiency. - Participate in team meetings and training sessions. Customer Education: - Educate customers on healthcare policies, benefits, and procedures. - Provide guidance on navigating healthcare services and insurance plans.

Concentrix | Sep 2017 - Jan 2019

Customer Support Representative

Job Summary: As a Customer Support Representative for UberEats, you will be the first point of contact for customers, providing exceptional service and support. Your role involves handling inquiries, resolving issues, and ensuring a seamless experience for users of the UberEats platform. You will work in a fast-paced environment, collaborating with various teams to address customer needs promptly and effectively. Key Responsibilities: Customer Interaction: - Respond to customer inquiries through various channels (phone, email, chat) in a timely and professional manner. - Address questions, concerns, and issues related to orders, payments, and the UberEats app. Issue Resolution: - Diagnose and resolve customer issues efficiently, ensuring a high level of customer satisfaction. - Escalate complex problems to higher-level support or other departments as necessary. Order Management: - Assist customers with order placement, modifications, cancellations, and tracking. - Communicate with delivery partners and restaurants to resolve order-related issues. Feedback and Reporting: - Collect and document customer feedback to identify areas for improvement. - Generate reports on common issues and trends to help enhance service quality. Knowledge Management: - Stay updated on UberEats policies, procedures, and system changes. - Share knowledge and best practices with team members to improve overall support effectiveness. Quality Assurance: - Ensure that all interactions meet UberEats’ standards for quality and professionalism. - Participate in training sessions and quality reviews to continuously improve performance. Team Collaboration: - Work closely with other customer support representatives, team leads, and cross-functional teams to ensure consistent and efficient service delivery.

Accenture in the Philippines | May 2015 - Jan 2017

Business Process Delivery Associate

Job Summary: As a Business Process Delivery Associate at Accenture, you will be responsible for executing business processes to deliver high-quality services to clients. This role involves working with various teams to optimize processes, enhance efficiency, and ensure compliance with client requirements and industry standards. You will play a key role in driving continuous improvement and innovation within business operations. Key Responsibilities: Process Execution: - Perform day-to-day business process activities, ensuring accuracy, efficiency, and adherence to established guidelines. Data Management: - Accurately input, manage, and analyze data related to business processes. Maintain and update records to ensure data integrity. Client Interaction: - Communicate effectively with clients to understand their needs, address inquiries, and resolve issues. - - Provide exceptional service to enhance client satisfaction. Process Improvement: - Identify opportunities for process enhancements and recommend innovative solutions. - Implement changes to optimize performance and achieve operational excellence. Compliance: - Ensure all processes comply with company policies, client requirements, and regulatory standards. - Stay updated with changes in regulations and policies. Reporting: - Generate and analyze reports on process performance, metrics, and key performance indicators (KPIs). - Present findings to management and clients as needed. Collaboration: - Work closely with cross-functional teams, including IT, finance, and operations, to streamline processes and drive continuous improvement. Training and Development: - Participate in training programs to stay current with best practices, tools, and technologies. - Mentor and support junior team members.

My Education

Take a look at my formal education

Bachelor of Science in Information Technology, System, Networking, and LAN/ WAN Management/ManagerSTI College | 2015

About Me

VAN JOHNSON GIMONY

I like to code

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