GERRY M. ESQUEJO
Angeles City
Summary
Dedicated customer service professional with strong understanding of service delivery and multitasking skills. Committed to nurturing professional relationships to enhance profitability and achieve business objectives. Experienced in general customer care sector, known as solid team player with positive, outgoing personality and ability to build strong connections with clients.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Compliance Auditor
Outsource Excellence: Opt Energy
11.2021 - Current
- Call customer to set an appointment for an upgrade program (e.g In Home Display, Showerhead, Fan seal) for residential
- Live and Phone Auditor (as a Back Up) for survey and over the phone audit
- Call customer to set an appointment for LED upgrade for Commercial
- Endorsed to Compliance Team as Phone Auditor and Live Auditor
- Generate leads from Data Force (IHD, Showerhead, Fan seal, Door seal, Vent seal, Chimney seal, Air Condition and Heat Pump) and upload it to Google sheets for Phone audit and survey
- Send email via Data Force for the Assignment Form
- Send report thru email for under claim, over claim and Spare
- Tools used ASAP (Data Force) and CRM
- Endorsed to a new client for General Virtual Assistant
- Update status of customer in CRM (cross reference)
- Dataforce and cross reference installations with CRM.
- Sending email for weekly and monthly report (number of leads and Number of confirmed appointment/jobs) of promoters and kiosk
- Managing the Roster for Promoters in CRM (every Tuesday)
- Calling Promoters for Availability
- Sending Promoters Emails for Their Schedule
- Calling Centre Management Confirming and Getting Bump-in Details
- Coordinating with the Driver/Installer for the Kiosk set up and Bump-in’s
- Conducting Interviews for Available Positions
- Sending Calendar Invitations
- Sending Daily Installation Reports
- Sending Email for Assessment Booking Confirmations
- Uploading Quotations to Data Force
- Sending Installation Confirmation Contracts
- Creating Installation Confirmations for Optenergy
- Uploading Signed ICs and Monitoring DocuSign Contracts
- Handling Urgent Quotations for HP and AC
- Updating the AC/HP Google sheet
- Sending Emails, Quotations, and Brochures
- Managing the Roster for Promoters in CRM
- Calling Promoters for Availability
- Sending Promoters Emails for Their Schedule
- Sending Daily Installation Reports
- Conduct initial screening for possible applicants
- Send administrative emails and schedule promoters' interviews (if needed)
Customer Service Representative
Concentrix: AT&T ISM
02.2020 - 09.2021
- Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns.
- Answered over 30 calls per shift to meet fast-paced call center demands.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered constant flow of customer calls with minimal wait times.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Tools used CRM, Siebel & Opus
Customer Service Representative
iQor Phils: Metro by T-Mobile
05.2017 - 01.2020
- Answered over 30 calls per shift to meet fast-paced call center demands.
- Documented and detailed calls and complaints using call center's CRM database.
- Used company troubleshooting resolution tree to evaluate technical problems and find the appropriate solutions.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Tools used Edge
Customer Service Representative
Teletech Pilipinas: Telstra
01.2011 - 12.2011
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Tools used Juniper and Siebel
Education
Bachelor of Science - Electrical Engineering
Holy Angel University
01.1998
Secondary -
Angeles City High School
01.1990
Elementary -
Holy Family Academy
01.1986
Skills
- Outbound and inbound calls
- Customer database maintenance
- Strategic Decision-making
- Customer service
- Customer engagement
- MS office
- Product knowledge
- Documentation and reporting
- Appointment scheduling
- Negotiation and persuasion
- Call control
- CRM software
- Multitasking Abilities
Certification
I hereby certify that the above information is true and correct to the best of my knowledge, beliefs and ability.
Timeline
Compliance Auditor
Outsource Excellence: Opt Energy
11.2021 - Current
Customer Service Representative
Concentrix: AT&T ISM
02.2020 - 09.2021
Customer Service Representative
iQor Phils: Metro by T-Mobile
05.2017 - 01.2020
Customer Service Representative
Teletech Pilipinas: Telstra
01.2011 - 12.2011
Secondary -
Angeles City High School
Elementary -
Holy Family Academy
Bachelor of Science - Electrical Engineering
Holy Angel University
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