Gian Espiritu

• Respond to customer emails regarding subscription inquiries, changes, cancellations, and technical issues in a timely and efficient manner
• Provide accurate and informative responses to customer questions, maintaining a high standard of professionalism and customer service
• Utilize the company's knowledge base and resources to provide accurate and up-to-date information to customers
• Escalate unresolved issues or complex cases to the appropriate teams while maintaining ownership and follow-up until resolution.

• Industry: Call Center - BPO
• Program: Kohl’s Department Store specifically: Fraud Non-Voice
• Specialization: Fraud Investigation / Analyst
• Led and managed a dynamic team of over 25 fraud case investigators, overseeing day-to-day operations, optimizing investigative procedures, and ensuring adherence to regulatory standards.
• Kohl's Credit Card is a financial product offered by Kohl's under Capital One, a popular American department store chain.

▪ Industry: Call Center - BPO ▪ Program: Virgin Media Ireland

▪ Specialization: Financial, Customer Service, Technical Support and Mobility with Hard Core Sales

▪ Directed and guided a diverse team of over 25 blended associates proficient in both voice and non-voice tasks, specifically focused on broadband, telecommunication services, and phone support

▪ Virgin Media Ireland, part of the Virgin Media Group, is a leading telecommunications and entertainment provider in Ireland. It offers a wide range of services, including broadband internet, television, and home phone services to both residential and business customers.

▪ Industry: Call Center - BPO

▪ Program: Virgin Media Ireland

▪ Specialization: Financial, Customer Service, Technical Support and Mobility with Hard Core Sales

▪ Virgin Media Ireland, part of the Virgin Media Group, is a leading telecommunications and entertainment provider in Ireland. It offers a wide range of services, including broadband internet, television, and home phone services to both residential and business customers.

▪ Industry: Call Center - BPO

▪ Program: Google Wallet / Offers

▪ Specialization: Financial & Customer Service

▪ Google Offers was a daily deal and coupon service similar to Groupon. It provided users with access to discounts and special deals for various products and services.

▪ Google Wallet was a digital wallet service that allowed users to make payments and store payment information securely.

▪ Industry: Call Center - BPO

▪ Program: Google Wallet / Offers

▪ Specialization: Financial & Customer Service

▪ Google Offers was a daily deal and coupon service similar to Groupon. It provided users with access to discounts and special deals for various products and services.

▪ Google Wallet was a digital wallet service that allowed users to make payments and store payment information securely.

▪ Industry: Call Center - BPO

▪ Program: Amazon US & UK

▪ Specialization: Customer Service/ Retail

▪ Amazon is a well-established and pioneering e-commerce company in the United States. Amazon UK is the British arm of the global e-commerce giant Amazon.

▪ Industry: Call Center - BPO

▪ Program: Cricket Wireless

▪ Specialization: Technical Support

▪ Cricket Wireless is a prepaid wireless service provider operating primarily in the United States