Joyce
Backend Manager & Consultant
Field of Expertise
Backend operations and systems consulting - Joyce manages order fulfillment, CRM hygiene, live chat, and 24/7 support systems that keep operations running smoothly behind the scenes.
Team
Leads a 15-person backend operations team handling fulfillment, CRM management, customer support, and dispute resolution.
How Joyce Helps Your Business Grow
Joyce keeps the engine room running - so as your orders and customer volume grow, nothing slips through the cracks and your customers always get a fast, reliable response.
Core Skills & Expertise
Career Journey
Backend Manager
Leads daily backend operations across customer support, supply chain, parcel management, invoicing, and disputes, managing a 15-person team and driving performance, accountability, and continuous improvement.
Team Lead / Account Manager & Trainer
Supported policyholders worldwide with medical assistance needs, managing calls and emails between policyholders and global medical institutions and assessing policy coverage.
Medical Assistance Coordinator
Provided support to policyholders traveling worldwide, coordinating consultations, hospitalizations, billing arrangements, and repatriations.
Chat Support Customer Service Associate
Resolved billing issues and inquiries for customers, processed refunds and credits, and managed simultaneous live chat conversations.
Supervisor, Supervisor's Group
Handled escalated calls from tier-1 agents, troubleshot handset issues, and issued credits and refunds to resolve customer concerns.
Tools & Platforms
Education & Credentials
Bachelor of Arts in English, Central Mindanao University (2008-2012). TEFL 120-Hour Certification, The TEFL Academy (2017). Fluent in English and Filipino.
Ready to keep your backend running like clockwork?
Connect With Joyce