Jessica Pake
Port Moresby
Summary
Results-driven Corporate Support Executive with over 5 years of experience in the telecommunications industry, currently serving with Digicel PNG. Skilled in postpaid account support, customer care, CRM systems, and high-level client engagement. Holds a Bachelor's Degree in Human Resource Management and a Diploma in Business Computing. Known for delivering excellent customer service, improving support processes, and building strong client relationships. Successfully secured and implemented a Digicel Foundation Staff Grant in 2025, leading a community impact project that supported early childhood education at Crystal Minds Academy, June Valley. Passionate about service excellence, community development, and advancing human-centered business practices.
Overview
5
5
years of professional experience
Work History
Corporate Support Executive
Digicel Pacific Limited
Port Moresby, Papua New Guinea
06.2020 - Current
- I streamlined support processes, leading to improved efficiency and faster response times for both internal teams and customers.
- I consistently enhanced customer satisfaction by resolving technical and account-related issues promptly and professionally.
- I supported sales and retention efforts by providing customized pre-sales support and post-sales care to corporate clients.
- I managed and updated CRM systems to ensure accurate records of client communications and service needs.
- I contributed to cross-functional collaboration, helping the Quality Assurance and Corporate Care teams better understand and act on customer feedback.
- I aligned my performance with measurable goals, continuously improving in service delivery and earning top performance awards in the proce
Customer Care Executive
Digicel Pacific Limited
Port Moresby, Papua New Guinea
06.2018 - 11.2020
- Handle inbound and outbound customer inquiries through phone, email, live chat, and walk-ins.
- Resolve billing issues, service faults, and complaints while ensuring first-contact resolution.
- Assist corporate clients with account queries, including postpaid, CUG, and mobile data services.
- Provide accurate and up-to-date product and service information to customers.
- Log and document customer interactions using CRM systems.
- Escalate complex cases to the appropriate departments and follow up on resolutions.
- Process service requests such as SIM replacements, number activations, account suspensions, and reconnections.
- Support onboarding of new customers and ensure a smooth transition to Digicel’s services.
- Maintain professionalism and adhere to Digicel’s brand and customer service standards.
- Participate in training, coaching, and performance improvement sessions.
Trainee
ANZ Bank
Port Moresby, Papua New Guinea
11.2016 - 01.2017
- Embossed debit and credit cards for new and existing clients in line with security protocols.
- Filed and matched Personal Identification Numbers (PINs) with corresponding accounts and ensured proper documentation.
- Packed and organized monthly bank statements for corporate and retail customers for distribution.
- Assisted with cheque typing, processing, and dispatch under supervisor guidance.
- Delivered bank statements to designated branches and clients, ensuring timely and secure handling.
- Supported the back-office team with data entry, records updating, and physical file management.
Education
Bachelor in Business Management - Human Resources Management
University Of Papua New Guinea
Port Moresby, Papua New Guinea04-2025
Diploma In Business Computing - Information Technology
Port Moresby Business College
Port Moresby, Papua New Guinea11-2016
High School Diploma -
Aiyura National High
Kainantu12-2007
Skills
- Software troubleshooting
- Teamwork and collaboration
- Customer service
- Problem-solving
- Customer service understanding
- Corrective actions
- Continuous improvement
- Quality assurance
- Support services
- Team building
- Project management
- Performance management
- English fluency
- Problem-solving skills
- Multitasking
- Problem-solving abilities
- Multitasking Abilities
- Calm and professional under pressure
- Excellent communication
- Computer skills
- Understanding customer needs
- Customer service excellence
- Organizational skills
- Calm under pressure
- Decision-making
- Problem resolution
- Teamwork skills
- Effective communication
- Adaptability and flexibility
- Relationship building
- Customer relations
- Phone etiquette
- Microsoft office
- Call center experience
- Data entry
- Task prioritization
- Self motivation
- Product knowledge
- Interpersonal skills
- Customer relationship management
- Goal setting
- Analytical thinking
- Professionalism
Accomplishments
🏆 Awards
- Recognition Award for Top Performance — awarded for consistently exceeding targets and delivering exceptional results.
- Out and Beyond Customer Service Award — honored for providing outstanding service that went above and beyond customer expectations.
- Crystal Minds Academy Grant — awarded a grant to support early learning initiatives at Crystal Minds Academy.
SHORT TRAININGS & CERTIFICATIONS
• Fundamentals
• Telco Basics
• Money Minded
• Carriers Basics
Languages
Language Speak Read Write
English Fluent Fluent Fluent
Tok Pisin (Pidgin) Fluent Fluent Fluent
Referees
Naomi Veo, Quality and assurance Teamleader Digicel PNG 📞 (+675) 7222 0831
Ms. Sharon Kikira Customer Care Team Leader, Digicel PNG 📞 (+675) 7222 0420
Mr. Graham Wosley Corporate Care Team Leader, Digicel PNG 📞 (+675) 7222 1007
Timeline
Corporate Support Executive
Digicel Pacific Limited
06.2020 - Current
Customer Care Executive
Digicel Pacific Limited
06.2018 - 11.2020
Trainee
ANZ Bank
11.2016 - 01.2017
Bachelor in Business Management - Human Resources Management
University Of Papua New Guinea
Diploma In Business Computing - Information Technology
Port Moresby Business College
High School Diploma -
Aiyura National High