My name is Jamie Soto. I am a graduate of Business Information Management at AMA Computer College. I started my journey in customer service when I was in college. I was a self-supporting student then, and working in customer service helped me finish my studies and many more.
My experience honed my knowledge in terms of communication, as I directly communicate with foreign clients and customers, in both verbal and written using high-technology messaging tools.
I have also enhanced my problem-solving skills, as I frequently encounter issues that need to be addressed and require my ability to identify what the issues are, analyze the situations, and find practical and valuable solutions.
I can say that dealing with diverse personalities and challenging situations developed my listening, patience, and empathy skills to help maintain a positive and professional demeanor while providing excellent service.
I believe in the importance of strong time management and organizational skills to ensure efficiency and accuracy in completing all the assigned tasks.
I will always be grateful for the experience I gained over time and I am very excited to share my skills and knowledge as I join your team. I also look forward to learning more and to being more.
Experience
iQor Philippines - Dasmarinas
Jul 2022 – Apr 2025
Dasmarinas Cavite
Specialist
Mentor and Senior Escalation for T-Mobile USA High Demand Campaign
• Handled High Demand Escalations for T-Mobile Billing and Collections
• Manages and has direct contact to clients for personal and billing assistance/ escalations.
• Collaborated with Sales and Finance teams to resolve billing discrepancies and
improve customer satisfaction. (for data and billing issues)
• Trained and mentored junior billing specialists to enhance team performance
• Addressed customer complaints and mitigated dissatisfaction by employing timely
and effective solutions.
• Solving all network and connection issues using the Fix-Flow tool for Advanced
troubleshooting.
• Dealing with specific wired and wireless issues.
• Effective in filing tickets and efficient with updates and customer ticket follow-ups.
