Juldy Ricaforte – Customer Service Representative and Technical Support

Hi everyone, My name is Juldy Pontay Ricaforte, but my friends and colleagues call me Juls. My unique name is a combination of my Grandparents name which are Julito and Edelisa.

I grew up with the care of my Grandparents. At the age of 8, I was able to cook rice on my own using firewood and also washing my own laundry. My Grandparents taught me how to be independent, they’re not always there for me. My parents got separated when I was less than 1 year-old and my mother took the responsibility to finance my needs. In order to feed me, she needed to work away from me as a housekeeper for a private family.

I started my high school as a working student. I clean houses and do laundry for other people. In return they will let me go to school, pay for my tuition and other needs. Life was not easy for us so I trained myself to be independent, to have courage, determination, and confidence necessary to overcome the obstacles that stand between me and my goals.

I took up a Bachelor of Science in Business Administration and graduated in 2011. It was fulfilling in a way that all of my hard work and sacrifices were paid with holding my diploma while walking down the stage. Right after I graduated, I worked for a financial account at Sutherland Global Services for a year. We help customers prepare their taxes and so that it is ready when they need it. I was able to enhance myself through providing an excellent service and to learned a lot from others on my first experience as a Financial adviser.

When the account closed, I had the opportunity to apply for a different company and experience different accounts and different rules.

I worked as a travel advisor for a travel account at Teleperformance for over a year. It was under Expedia for Hotel and flight bookings, an inbound account which we help customers book their reservation. Given that this is a travel account, we made sure that all of our reservations are ready and provided as secure. I was fully trained using CRM, Amadeus and Voyager as our tools for bookings.

I was then transferred to a different company to Fusion BPO, formerly known as Supportive Inc. My first account with them was under an Australian account which is a carpet cleaning rental machine. We help customers book a machine and help them how to use it. This comes with CSR and TSR as we need to troubleshoot the machine and make sure it will work on the customer’s end.

I was able to have another account while working with the same company and they offered me to multi-task as a Virtual assistant for Civic Australia and Crowne furniture. My performance went well for both accounts and I was able to learn the art of multi-tasking. I was able to manage my time and made sure all the tasks were done on time. In this second account, once we receive an email from our client, we encode it on Excel and convert it to pdf and then send it back to them for checking. Totally a non-voice rule. Unfortunately both accounts decided to get their agents on site, which means they will only hire Australian citizens.

Fusion BPO transferred me to a technical account called CheckPoint. This is an antivirus software for Windows machines. This software protects them from any malware that would harm the computer. We chat real-time using Zendesk and answer emails as soon as possible. We also answer phone calls for non technical concerns. I have been with the company for 6 years now and would be willing to experience working at home as possible. It would be more safer and convenient working in our safest environment.

Thank you for reading. Hope to work with you soon.

For a copy of Juldy’s resume please click here.