Ros Kim Joy O. Espiel
Customer Service Expert | Employee Experience | Team Management
Contact Details
Mobile: (--Academic Profile
Bachelor of Science in Entrepreneurship
Pamantasan ng Lungsod ng Maynila
Employment History
● February 2022 - Up to present - Workstream (Remote)
Product Advocate | Sept - Up to Present
● First point of contact for prospects as they evaluate Workstream
● Helping customers with product information, billing, account
management questions, and account activation
● Resolving onboarding issues with new customers by leveraging
product and industry expertise
● Use CRM tools to manage prospect touch points/deal stages and
create contracts and invoices.
Customer Success Associate | High Risk (Feb - Sept)
● Working with AT RISK customers, the ones that are at risk of
churning.
● Reaching out to clients proactively to engage them and make sure
that they are using the software effectively.
● A trusted advisor — Be the client partner on how the software can
help achieve their business goals
● Customers’ greatest advocate — Voice customer concerns and
collect feedback for product and process improvements.
● Work cross-functionally with internal teams to improve company
initiatives and processes, working closely with our Product team
and Sales teams to provide big picture insights based on customer
interactions
● Creating strategies for resolving client concerns to make sure
long-term improvements.
● May 2021 - December 2021 - Filta Global (Remote)
Employee Experience Specialist
● Employee Performance Management.
● Day-to-day employee management.
● Responsible for all the company’s employee experience.
● Facilitating New Employee Orientation. Onboarding
management and expectation setting.
● Make sure that the staff is ready before client endorsement.
● Monthly scheduled check-in to ensure all questions, and concerns
are dealt with.
● Creating strategic projects for employee retention.
○
○
○
○
Development of monthly social activities.
Input into the company handbook/knowledge base.
Internal/External process development.
Creation of Employee Performance Workshops.
● Nov'2017 - May 2021 - TaskUs Inc.
Wellness & Resiliency Coach
● Meaningful partner for Teammates in their pursuit of personal
well-being and transformation.
● Guiding leaders to coach teammates effectively to reach the
teams' peak performance.
● Observe, coach, and work with Campaign leaders to build and/or
maintain the following:
○ Workplace environment. Ensures that the campaign's
workplace setting is healthy and is conducive to employees
to achieve a state of flow.
○ Team Relationships/Dynamic.
○ People Skills & Competency.
○ Overall Well Being.
● Conducts Group Training.
● Planning, designing, and producing events/activities that are
culture fit for the employees.
● Aug'2015 - Oct'2017 - TaskUs Inc
Technical Support | Customer Service
Provides technical support to online storage users by researching and
answering questions; troubleshooting problems; maintaining integration
of accounts. Handled Phone calls, email, and chat to support users.
●-
Sales Representative | Customer Service - West Contact Services
Selling products and services using solid arguments to prospective
customers. Performing cost-benefit analyses of existing and potential
customers. Maintaining positive business relationships to ensure future
sales.
●-
Retention Specialist | Customer Service - ACS (A Xerox Company)
Communicate with customers, members, and employees to increase
loyalty and retain their business or service.
Certification
Professional Life Coach and Guide
UDEMY - 2018
Protect.Educate.Aid Colleagues Everywhere
Mental Health | TaskUs - 2020
Skills
●
●
●
●
●
MS Office - 9/10
Google Workspace - 9/10
Adaptable
Organized
Reliable and Resilient
