Jam M.
Administration , Customer Success , Information Technology , Leasing , Operations , Property Management , Sales
(214) GO-RELAY / (214) 467-3529
Careers@RelayHumanCloud.com
Makati, Philippines
SKILLS
- AI Proficient
- Microsoft Office Suite
- AWS
- CRM Systems
EDUCATION
Bachelor's Degree in Marketing
Manila Business College
LICENSES & CERTIFICATIONS
- Microsoft Business Applications
PROFESSIONAL SUMMARY
A dedicated Customer Service Representative with a strong commitment to delivering exceptional customer experiences through clear communication, professionalism, and empathy. Skilled in handling inquiries, resolving issues, and maintaining high levels of customer satisfaction across multiple channels. Demonstrates strong problem-solving and critical-thinking abilities, ensuring efficient resolution of customer concerns while upholding company policies. Recognized for fostering positive relationships, supporting team collaboration, and contributing to organizational success through reliability, adaptability, and a customer-first approach.
PROFESSIONAL EXPERIENCE
Resolutions Specialist
Amazon Operations Services | Makati, Philippines | Jan 2024 - Oct 2025
- Monitored customer accounts and activities to identify potential abuse of refund, return, and discount policies.
- Conducted in-depth investigations of flagged transactions and behavioral patterns using internal systems and data analytics tools.
- Collaborated with cross-functional teams, including Fraud, Risk, Customer Service, and Legal, to evaluate abuse claims and ensure consistent policy enforcement.
- Applied sound judgment to determine appropriate actions such as denial of concessions, account restrictions, or escalation to higher review levels.
- Maintained thorough and accurate documentation of all cases, ensuring compliance with internal protocols and audit standards.
Customer Service Representative
Amazon Operations Services | Makati, Philippines | Apr 2021 - Dec 2024
- Handled customer inquiries regarding returns, refunds, promotions, and concessions through phone, email, and chat with professionalism and empathy.
- Monitored and identified irregular or suspicious concession usage patterns, escalating potential abuse cases for further investigation.
- Communicated concession and refund decisions clearly to customers, ensuring transparency and adherence to company policies.
- Provided policy guidance and education to customers to promote understanding and prevent future policy violations.
- Balanced customer satisfaction with policy compliance through effective communication and sound judgment.
Customer Service Associate
McDonald's Winford Winford Hotel | Makati, Philippines | Nov 2018 - Dec 2021
- Provided a warm and friendly greeting to customers, ensuring a positive first impression and welcoming atmosphere.
- Accurately took and processed food and beverage orders in a timely and efficient manner.
- Responded to customer inquiries and resolved basic complaints courteously to maintain satisfaction and enhance the dining experience.
- Collaborated with team members to ensure prompt and accurate service delivery.
- Maintained cleanliness and organization in the dining area to support a pleasant customer environment.
