Glenny Escobar

GLENNY ESCOBAR Fraud Analyst/Email Support/Chat Support/Customer Service Representative PROFILE EDUCATION I am a happy mother of an 8-year-old boy. I am currently looking for a work at home job where I can still continue learning at the same time earning. I am hoping that I will be able to use all the BPO experiences that I have here in my new endeavor. I always give my best in everything I do, so you can expect an amazing result from me. Also, I would like to work at home as I would like to spend more time with my family because they are the source of my strength and my motivation. City of Malabon University June 2002- April 2006 Graduate of Bachelor of Science and Secondary Education (Major in Mathematics) CONTACT WORK EXPERIENCES SUMMARY Homeshift April 2019 – up to present Chat Support / Email Support EnfraUSA October 2017 – March 2019 Account Executive / Front liner / Email Support / In charge of Follow ups/ Dispatcher Phase 2 Block 2 Lot 18 CVS Homes 2 Cainta Rizal 1900 Tech Mahindra - October 2014 – October 2017 Front liner / Email Support / Weighbridge Controller -- majikka33 https://www.linkedin.com/in/glennyescobar-/ https://www.upwork.com/freelancers/~0 1db126616f48d043a VXI Philippines June 2012 – September 2014 Fraud Analyst / Front liner / Customer Service Representative / Activation Team / Chat Support Transcom Philippines June 2009 – December 2010 Front liner / Catalog Support ICT Marketing Services (Sykes) September 2007- September 2008 Telemarketer I Touch Point https://www.onlinejobs.ph/jobseekers/inf o/285255 September 2006 – March 2007 and October 2008 – December 2008 Appointment Setter/ Rescheduler SOCIAL MEDIA WORK EXPERIENCES DETAILS https://www.facebook.com/nikka.escob ar Disclaimer: The descriptions of the accounts that I handled are based on the policy during my tenure ship, any changes after my tenure ship is already beyond my knowledge. Homeshift https://www.instagram.com/majikka33/ https://twitter.com/Glenny_Escobar About the account that I handled: We work with them remotely, we work as a chat support and email support, to answer queries from their customers and prospect customers. They support services like internet, electricity and gas. I still work with them full time until now. EnfraUSA AWARDS AND RECOGNITIONS Tech Mahindra: ❖ Pat on the Back award that was given last 2015 for demonstrating spot excellence for Visy Weighbridge ❖ Certificate of Recognition for being the “Overall 2nd Top Performer of Weighbridge Docket Accuracy” for the month February 2015 About the account that I handled: LANE VALENTE INDUSTRIES (LVI) – It is a facility maintenance company which services most part of the United States. They provide services like Heating, Ventilation and Air Conditioning (HVAC) services, electrical, plumbing, general maintenance, for projects and emergency services. The company has its own well-trained in-house technicians. They also have trusted affiliated vendors who can run the job in times that the LVI’s in-house technician is not available. (At LVI, they call a service request or work order a “job”) My Role: ❖ Account Executive ▪ ❖ Best in Quality Assurance Visy Weighbridge (Consistent Performance) was given 20th of November 2015.  We receive calls also from our very own in-house ❖ Certificate of Excellence for “Ex- technicians when they need to get materials from our affiliated stores like Home Depot, Lowes, Sherwin Williams and a lot more. We process purchase order numbers for them. emplary Performance in Quality with 100% Score” for the Month of December 2015 (was given 15th of January 2016)  Other reason why our technician will call us is to re- ❖ Top 2 performer in Quality and quest a hotel reservation. Some jobs do not just finish in one day. For them to be able to finish the job is to stay near the job site. That is why we book hotel reservations for them. We use Google maps here to check the distance of the site to the hotel. Also, other request that we get from them are car rentals. Cancellation Percentage for the 2nd and 3rd weeks of January 2016 (was given 12th of February 2016) ❖ Overall 2nd Top Performer of Visy Weighbridge for January 2016 (was given 12th of February 2016). ❖ Vaccolades: Pat on the back award that was given this year 2017. Front liner - We receive calls from the technicians who log in and log out. Most of the time, these technicians are the ones from our affiliated vendors. (Our in-house technicians have tablet to log in and out through Fast Trac). We also receive calls to get some updates or status of a job. ▪ Follow up / Outbound – We are not supposed to leave any job in an incomplete status. We have to make sure that even if the job is not done for the day, they are needed to be updated. We call our technician or our vendors if updates are needed. ▪ REFERENCES Catherine Callo former co-employee Contact #- Email Support - All functions and roles that I have under “Front liner” are the same role that I have as an email support (we receive service requests, we receive questions about updates, hotel reservation, car rentals and all). So, while receive calls, do outbound calls, we are also at the same time making sure that all emails in the folder are being answered in a timely manner. We scrub the folder . Glena Yola Garcellano Former co-employee Contact #- Tech Mahindra Edgardo Hamodiong Jr. Former Team Lead Contact #- About the account that I handled: VISY INDUSTRIES– This is a recycling company based in Australia. Visy does recover materials such as plastic, cardboard, steel, glass, aluminum and paper which otherwise would have been destined to landfill. They have different sites all over Australia and they are considered one of the biggest recycling companies in the world. Arlene Bitancur Former Quality Analyst Contact #- My Role: ❖ Weighbridge Controller ▪ Front liner – We receive calls from our truck drivers who go in and out of the site. Our job is to capture the trucks weight (in and out) and we have to make sure that we capture the correct registration number of the truck. During the call (when they go the site), we are supposed to ask them: The name of their company, we have to know if the is truck loaded or empty, if loaded we have to know what materials they are bringing in and what building are they bringing in (each site is very big and composed of many buildings). Before the truck leaves the site, we should be printing a receipt/docket for them. ▪ Email Support - We answer emails from our vendors and mangers onsite. Most of the time, vendors will ask for the copies of the receipt to be sent to them because their drivers lost. What we do is we get the copy and email it to them. Sometimes if they request for multiple copies of different receipts, we extract it from SAP and send it to them through. Other email concerns are from the mangers, who will ask us to edit some details on the receipt as some of them have misprinted and weights are not correct. We also answer queries through email like the operation hours and some basic queries. SKILLS Fraud Analysis 9 Customer Service 9 Email Handling 9 Telemarketing 7 Chat Support 8 Hotel Reservation 7 Car Rental Extracting Files and Basic use of MS Excel MS PowerPoint 6 MS Word 9 Legend: Highest - 10 6 7 Lowest - 0 VXI Philippines About the account that I handled: SIMPLEXITY – This is a 3rd party online retailer for phones. Customer will choose the phone that they want and the plan they need online or they can call our Sales Team. The service providers that we have for their chosen phones are; AT&T, Verizon, T-Mobile and Sprint. HOBBIES/INTERESTS playing with my son cooking listening to songs watching movies surfing the net My Role: ❖ Fraud Analyst - After a customer places his/her order online or through our Sales Team, the customer will be transferred to us for verification purposes. We validate customers’ orders and make sure they pass our verification before getting their desired phone with plan. We ask them questions, generated questions from credit bureaus. They have to pass this part, if not, they will not be approved to get the phone with plan that they ordered. ❖ Customer Service Representative – This is with the same account (Simplexity). We were cross trained as a CSR and different queue. Customers call in about the phones that they received and something is wrong (damaged phone, not turning on and a lot more.) and we are to discuss to them the return policy. They also call in if they have not received their phones yet. Sometimes they are just too excited and will not notice that it is too soon to ask. If they really have not received their phone but they are supposed to, we will check our tracker online and will coordinate with the Dispatch team. ❖ Chat Support - This still has something to do with Simplexity, this time it is where the customers have their phones and they would like to activate. But our job as an activation team is very limited here because the only phones that we activate are the ones that the customer picked up from Walmart stores. (Walmart stores is our affiliated vendor). About the account that I handled: XOOM – Instead of going to physical location to send money, customers can just create an account online and process the money transfer. This is a family and friend money transfer company, which means that they only people who can send money are the people they know personally. One of the requirements is that the sender should have a U.S. bank account and have been or still in the U.S. My Role: ❖ Fraud Analyst – When my previous account was dissolved, we were transferred to this account. We assist customers who do online money transfer, we make sure that they follow our User Agreement and we make sure that their information is all secured. We investigate their identities by checking their social media accounts and public information, we have our system recognizing if that certain person has been doing unacceptable transactions. We call people to make sure they know the sender/recipient of the money. This money transfer only allows transactions for people who thoroughly know each other. As much as possible, the sender is a family or friend of the recipient or vice versa. Transcom Philippines About the account that I handled: SEARS CATALOGUE SUPPORT – This is a company where in customers can buy items for their personal, family, business use and a lot more. They do deliver catalogs to their customers when they requested for it so they will not have to travel and go to an actual Sears store or a store to purchase what they want or need. They can just give us as call to process their orders. They will just have to provide the order numbers found in their catalog. Mode of payment can be through credit card or cash on delivery. My Role: ❖ Catalog Support ▪ Front liner– We receive calls from our customers who would like to place an order. Most of the time they do have their catalog or brochure with them when they call as they are to provide a certain order number when they place an order. ▪ Customer Service – We are also to assist customers when they ask about their existing orders that are defective. We have to inform them basic details about the return policy. Thorough explanation will be done by another department. ▪ Upselling – Customers who call do have set things to order but if we find an opportunity to upsell, we have to do it as it is part of our KPI. ICT Marketing Services About the account that I handled: IDENTITY THEFT PROTECTION - This service is for Canadian customers who currently have credit cards. This is a private sector and this is not their usual credit card protection, this will be on top of any credit card protection they have, in case they purchase this. My Role: ❖ Telemarketer - We were provided leads and we are to call those leads. We had to sell them credit card protection to avoid identity theft and fraud. We had quotas to hit. (2 sales per day- minimum). I Touch Point About the account I handled: SEARS PORTRAIT STUDIO: This a company located in the U.S. wherein they accommodate people who would like to have photo shoots for occasions. My Role: ❖ Appointment Setter Front liner – We receive calls from the customers who will set up an appointment for a photo shoot in a Sears Portrait Studio (usually located in a mall nearest to their place). We can also reschedule and cancel appointments they have if that is what they requested for.  We locate the nearest portrait studio to them by their zip code.  This is a seasonal account. Peak season is during Christmas season.