Ershel Esguerra

 Ershel Gamboa Esguerra Permanent Address: Email Address: Contact Number: Skype ID: Lot 11-A Block 3 Phase 1 Sta.Lucia Rest. Center Magalang, Pampanga, Philippines - - iamershel SUMMARY OF QUALIFICATIONS Highly qualified and results-driven professional, demonstrating solid interpersonal, communication, and problem solving skills. Adept at providing exemplary customer service with accurate and real time resolutions, and achieving company goals and objectives. Energetic and goal-oriented with a good performance record and an impressive background in optimizing internal performance. Enjoy winning the sales. Currently seeking in a position which will utilize all skills, abilities and areas of expertise as follows: * Customer Service (Voiced and Non-Voiced) * Virtual Assistance * Data Entry * Administrative Support * * Sorting / Processing Email * Team Collaboration * Record / File Maintenance * * Positive Attitude * Problem Solving * Product Knowledge * PROFESSIONAL PROFILE OFFICE-BASED WORK EXPERIENCES Billing and Sales Consultant for AT&T Southeast Sutherland Global Services Inc. Clark Freeport Zone, Pampanga, Philippines (May 2016 – December 2016) RESPONSIBILITIES: • Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas. • Responsible for improving customer retention through programs and service provided to the customer. • Utilizes mechanized systems to initiate and complete service orders and handle customer requests. • Continually maintain working knowledge of all company products, services and promotions. • Make recommendations according to customer's needs on features, accessories, upgrades and rate plans • Utilize operational systems to process purchases of AT&T products and services; i.e. collections, payments for Wireless bills and accessories • Updates the CRM tool to record details about each call. • Nailing daily, weekly and monthly targets for sales, positive customer surveys and commendations as an individual and as part of the team. Online English Teacher for E-say (Chinese Students) Clark On-Line IT Hub Inc. Clark Freeport Zone, Pampanga, Philippines (April 2013 – March 2014) RESPONSIBILITIES: • Teaches English skills online to students in China. • Tailor lessons for students whose native languages and English-speaking abilities are varied. • Provides verbal and written instructional feedback to students. • Closely monitor & evaluate student’s progress from start to the end. • Observes critical quality assurance guidelines to closely monitor and evaluate student’s progress from the start to the end. Customer Service Representative for Several Accounts Cyber City Teleservices Inc. Clark Freeport Zone, Pampanga, Philippines (August 2012 – February 2013) RESPONSIBILITIES: • Receives inbound calls for several accounts aka split skills • Processes orders and payments for catalogs like Collection Etc., Carol Wright Gifts, and online shops like deliasclothing.com and alloyapparel.com • Troubleshoot and walk through the customer to any issue/s about our products and services for Leapfrog users. • Receives transfer calls to offer Holsted Jeweler’s latest promotion and gives enough details about the offer to win the sale. • Educating the customer for any inconvenience in their part and gives the possible resolution for such issue. • Achieving monthly quota, as an individual and as a part of a team. Customer Service Representative for Amazon.com Sutherland Global Services Inc. Clark Freeport Zone, Pampanga, Philippines (November 2011 – May 2012) RESPONSIBILITIES: • Provide Customer Satisfaction as Chat and Email Support. • Empathize with and prioritize customer needs and exceeds Customer's expectation. • Determines customer needs and provides appropriate solutions. Resolves conflicts and set appropriate expectations with customers. • Send transcript of chat conversation to the customer through chat (if necessary) and send Customer Satisfaction Survey. • Update the CRM tool by documenting customer account activities thoroughly and concisely. • Follow the Team Leader for the Monthly Goal for positive CSAT rate. HOMEBASED WORK EXPERIENCES ( VIRTUAL ASSISTANT JOBS ) NLBC -Neuro Linguistic Boot Camps- Voorschoten, South Holland, Netherlands (Jan 2017) EMPLOYER: NuriBayram Short Term Marketing and General Assistant Work Description: - Facebook page Marketing which targets people in Netherlands only. - Uses Atlassian Cloud to make reports. - Communicates with other teammates using AngelList through Slack app. 1hRetouch Voorschoten, South Holland, Netherlands (April 27, 2015 – March 22, 2016) EMPLOYER: NuriBayram (through upwork.com) Admin Support / Personal / Virtual Assistant Work Description: - Make tutorials from books and videos.  - Research Facebook communities and other photography and retouching communities and put them in excel sheet - Social Media Management especially Facebook page and group - Makes daily updated report through Dropbox data. Spriteli Operator Boston, MA, USA (May 2015 – June 5, 2015) EMPLOYER: Spriteli Corp. (through elance.com) Part Time Happy Assistant Work Description: - Hold 5 minute conversations with Spriteli users. - Updates users on the news, weather, interesting tech articles, happy videos, and etc. -Leaves an encouraging quote through mailchimp.com Jj Global Services, Guam Tamuning, Guam (Feb 1, 2015 – April 30, 2015) EMPLOYER: Enrique Bustamante (through elance.com) Virtual Assistant Work Description: - Manages employer’s personal and business email. - Manages employer’s schedule using Google Calendar. - Communicates urgent matters to office-base employees through Google Voice. Genesis ZJ&S, LLC. (Sept 22, 2014 – April 6, 2015) EMPLOYER: Genesis ZJ&S, LLC. (through elance.com) Part-time Personal / Virtual Assistant Work Description: -Makes outbound and receives inbound calls from workers -Responsible for locating jobs to the right construction workers and vice versa. -Send out job offers and job follow ups through email. -Communicates with third party workers. -Update and request payments for workers’ completed projects. EDUCATIONAL ATTAINMENT B.S. in Civil Engineering, Undergraduate REPUBLIC CENTRAL COLLEGES Plaridel St., Angeles City(2009 – 2016) TECHNICAL SKILLS * Microsoft Office (Word, Powerpoint and Excel) * * CRM (Customer Relationship Management) * * Internet Research * * Adobe Photoshop (Image Editing) * * Logo Design *