Joana Marie Legaspi

About the Candidate

JOANA MARIE LEGASPI
COLD CALLER | APPOINTMENT SETTER | IT SERVICE DESK ANALYST
Baguio City, Benguet, Philippines 2600 | +63 9167010547 | [email protected]

PROFESSIONAL SUMMARY
Dynamic Appointment Setter/Cold caller for 1.5 years and Technical Support Analyst for 3 years with proven
ability to build rapport quickly, overcome objections, exceed daily appointment targets; analyze, diagnose and
resolve computer user support issues.

KEY SKILLS
Appointment Scheduling
Client communication
Lead Generation
Technical Support and Customer Service
Data Entry
Customer Relationship Management

WORK EXPERIENCE
Technical Support Analyst – Oct. 2025 – Mar. 2026
PacificTSP – Baguio City, Benguet, Philippines
Assigned to an MSP client within the healthcare industry
Provided over the phone remote assistance to resolve software and hardware issues, ensuring minimal downtime
Collaborated with cross-functional teams to develop solutions for recurring technical problems
Maintained high customer satisfaction through empathetic listening and clear communication

Appointment Setter/Cold Caller – Mar. 2024 – Sept. 2025
Farmer’s Daughter Estate Sale Company LLC – Oakfield TN
Conduct 80–100 outbound calls daily to potential clients.
Qualify leads and schedule appointments for the sales team.
Maintain accurate records in CRM systems such as HubSpot.
Follow up with prospects through calls and email

Service Desk Analyst – Network Operations Center – May 2023 – Mar. 2024
TaskUs – Imus City, Cavite, Philippines
Provided first-level support for all IT-related issues for TaskUs employees
Monitored and managed phone, email, and chat-based ticket queues
Received, logged, validated, and diagnosed user issues and service requests

IT Service Desk Analyst – Jul. 2021 – May 2023
Atos Information Technology – MOA, Pasay City, Philippines
Provided technical support to users and customers via phone and chat
Responded to incoming IT support requests and resolved network, hardware, software, and application-related issues
Logged, tracked, and updated tickets using a ticketing system, escalating unresolved issues to higher-level support when
required

EDUCATION
BACHELOR OF SECONDARY EDUCATION – Major in English
De La Salle University – Dasmarinas, City of Dasmarinas, Cavite Philippines
College of Education Class of 2017

Licensed Professional Teacher
License No. 1649575
Date: June, 2018