ESTHER
VILLAVICENCIO
CUSTOMER SERVICE
PERSONAL PROFILE
I'm an experienced customer service
representative who has been working
in the industry for over 5 years, with a
verifiable track record of resolving
complex issues quickly and winning
customer loyalty.
HIGHLIGHTED
SKILLS
WORK HISTORY
REMOTE CUSTOMER SPECIALIST
MANAGER
Rextag Energy Datalink | July 2019-July 2021
Lead Generation.
Data Mining.
Review Contracts.
Respond to email escalations and chats via Hubspot CRM and
tawk.to
Website Reviewer.
EMAIL & CHAT SUPPORT
Interpersonal and customer service
skills.
Troubleshooting.
Service and Support.
Great Attention to detail.
Analytical and conflict resolution
skills.
Multitasking.
Ability to answer a high volume of
chats and/or emails daily.
Ability to find the positive in any
situation.
Data Entry.
Records Management.
Earnin - ECE Contact Centers | Jan 2019-Dec 2020
General Email and Tech Chat Support
Bank Connection and Overdraft Specialist
Refund Specialist
Escalation Specialist
ONLINE ENGLISH TEACHER
Acadsoc LTD | June 2018-Dec 2018
Teach the English Language to Chinese Students
Online
Grammar and Pronunciation Check
ESTHER
VILLAVICENCIO
CUSTOMER SERVICE
TOOLS
Zendesk
Trello
HeySpace
HubSpot CRM
MailChimp
Discord
Confluence
LeadIQ
Tidio
Talkdesk
TeleOpti
Stella Connect
EvaluAgent
Zoho
Slack
Plaid Dashboard
MX Software Support
Adobe
Premier Rush
Animaker
Filmora Wondershare
Photopea
Kinemaster
Zoom
Skype
LinkedIn Sales Navigator
LinkedIn
Social Media Platforms
(Facebook, Instagram,
Twitter)
WORK HISTORY
QUALITY ASSURANCE SPECIALIST
BossPH BPO Inc | Dec 2016-Nov 2017
Review, evaluate and monitor calls.
Coach Agents to improve their individual performance.
Stat report of the Team.
CUSTOMER SERVICE REPRESENTATIVE
Anthem BlueCross and BlueShield | July 2016-Dec 2016
Examines and processes claims and non-medical appeals
according to business/contract regulations, internal standards,
and review guidelines.
Maintain strict confidentiality/privacy of patients' protected
health information in accordance with HIPAA regulations.
Verify documents and coordinate health care coverage for
patients, including benefits eligibility.
Analyzes insurance claims to prevent fraud.
Resolves claims by approving or denying documentation,
calculating benefits due, and determining compensation
settlement.
