James Carlo Espeso
Customer Service & Store Operations Manager
Bambang
Summary
Adaptable and motivated professional with experience in leadership, customer service, and training . Skilled in helping teams run smoothly, assisting customers, and handling tasks with accuracy and professionalism. Known for strong communication, problem-solving abilities, and a positive attitude. Highly open to learning new skills, taking on new challenges, and growing within any role.
Overview
3
3
years of professional experience
Work History
Customer Service Representative Manager
Chirpish LLC
01.2024 - 11.2025
- Supervised 10-20 Customer Service Representatives in providing excellent customer service for emails, calls and chats.
- Coordinated employee schedules, ensuring adequate coverage during peak hours while minimizing overtime expenses.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Onboarded and trained customer representatives to meet performance and service goals.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Chargeback Analyst
Chirpish LLC
10.2023 - 12.2023
- Navigated sensitive situations involving disputes between merchants and customers with professionalism and diplomacy, achieving mutually satisfactory outcomes whenever possible.
- Improved company reputation for secure transactions with vigilant monitoring of potential fraudulent activities.
- Increased customer satisfaction by providing prompt and accurate resolutions to chargeback disputes.
- Streamlined the dispute resolution process through effective communication with merchants, banks, and customers.
Customer Service Representative
Chirpish LLC
11.2022 - 10.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Delivered prompt service to prioritize customer needs.
Education
4 Years - Architecture
University of The Cordilleras
Baguio City, Province Of Benguet, Philippines 04.2001 -
Skills
Technical Skills
- Microsoft Office (Word, Excel, PowerPoint)
- Google Workspace
- Shopify
- Gorgias
- Slack
- Canva
- AutoCAD
- Customer Service
- Customer & Client Relations
- Training & Coaching
- Leadership & Team Management
- Flexible & Adaptable
- Team-Oriented
- Strong Communication
- Efficient Multi-tasking
Timeline
Customer Service Representative Manager
Chirpish LLC
01.2024 - 11.2025
Chargeback Analyst
Chirpish LLC
10.2023 - 12.2023
Customer Service Representative
Chirpish LLC
11.2022 - 10.2023
4 Years - Architecture
University of The Cordilleras
04.2001 -