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
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
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
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
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