Elmae Rose Estoce

ELMAE ROSE J. ESTOCE Customer Service Representative Brgy. Balabag, Pavia, Iloilo, Philippines --PROFILE SUMMARY Experience in customer service and content moderation with 4+ years of delivering exceptional customer service and making platforms a safer place. With background as a quality assurance analyst and have experience in working remotely. Dedicated and efficient in handling international accounts through phones, emails and live chats. Proficient in identifying, resolving issues and checking contents such as videos, audios and images. Skilled communicator with passion for continuous learning and exceeding expectations. EDUCATION University of San Agustin- EXPERTISE Email, Phone and Chat Support Content Moderation Order Management, Google Suite, Zendesk, Slack, Larksuite, TCS WORK EXPERIENCE Teletech Iloilo March 2017 - August 2017 General Care Specialist - Executed routine inbound and outbound call center activities and adhering to establish guidelines to meet KPI’s - Responded to customer via Phones - Processed accounts efficiently and accurately in accordance with policies and procedures - Identify upsell opportunities - Efficiently manage customer complaints and escalating if necessary while collaborating with the team to ensure customer satisfaction - Troubleshoot product issues and clearly explain complex technical concepts to customers - Adhering to standard operating procedure Startek Iloilo September 2017 - September 2018 Customer Service Representative - Executed routine inbound and outbound call center activities and adhering to establish guidelines to meet KPI’s - Responded to customer via Phones and Live Chats - Processed order returns and accounts efficiently and accurately in accordance with policies and procedures - Efficiently manage customer complaints and escalating if necessary while collaborating with the team to ensure customer satisfaction - Adhering to standard operating procedure Prooftech Outsorcing Inc. October 2018 - June 2019 Customer Service Representative - Executed routine inbound and outbound call center activities and adhering to establish guidelines to meet KPI’s - Responded to customer via Phones, Email and Live Chats using Zendesk - Processed order returns and accounts efficiently and accurately in accordance with policies and procedures - Efficiently manage customer complaints and escalating if necessary while collaborating with the team using Slack to ensure customer satisfaction - Troubleshoot product issues and clearly explain complex technical concepts to customers - Adhering to standard operating procedure Conectys Iloilo August 2019 – February 2022 Content Moderator - Carefully and efficiently checking images, videos and audios to ensure they are aligned with the guidelines before they are being posted in the platform using TCS - Collaborate with the team to ensure platform safety using Lark Suite and MS Office Conectys Iloilo February 2022 – May 2022 Quality Assurance Analyst - Auditing the output of my team to see if it is aligned with the guidelines using TCS - Providing QA Talks to ensure updates are being distributed and clarifications are being catered using Google Suite - Consistently giving feedback to the team to ensure everyone are aligned with the guidelines and updates