Jonel Escaño
Operations CSR IV
Quezon City
Summary
Seeking to secure a Customer Experience Analyst role, a skilled and detail-oriented professional with substantial expertise in writing and research, whose diverse educational background has honed a nuanced understanding of various disciplines and shaped an astute analytical mind and proficient fluency in the English language; with over seven years in the BPO industry that has provided invaluable exposure to quality assurance practices which can serve as a leverage for the sought after position.
Overview
9
9
years of professional experience
Work History
Content Writer
TELUS International Philippines Inc.
10.2023 - Current
- Creates engaging and informative content tailored for Artificial Intelligence applications, serving as crucial training data for machine learning algorithms, focusing on Supervised Fine Tuning General.
- Develops comprehensive mathematical, logical, and reasoning prompts specifically designed for Reasoning vertical, contributing to enhance AI capabilities in understanding and processing complex data sets.
Senior Process Executive
Cognizant Technology Solutions Inc.
04.2023 - 08.2023
- Proficiently managed multichannel support, including e-mail, chat, and outbound calls, with a primary focus on crafting technical responses to financial technology inquiries utilizing a designated payment gateway platform.
- Demonstrated expertise in oral and written communication by effectively elucidating payment gateway troubleshooting procedures and providing resolutions to clients and team members.
- Utilized a comprehensive understanding of the specific payment gateway channel to address complex queries, ensuring seamless communication and swift resolution of technical issues.
Technical Support Representative
Alorica Philippines Inc.
07.2022 - 04.2023
- Addressed diverse concerns related to phone, Internet, and TV services, serving as a subject matter expert to support the team by conducting thorough quality checks on calls, ensuring process alignment, and performing root cause analysis to identify underlying issues.
- Offered expert guidance and advice on complex technical matters, leveraging in-depth knowledge and experience to navigate through advanced troubleshooting steps, effectively resolving intricate problems, and ensuring optimal service delivery.
- Demonstrated proficiency in identifying and resolving technical challenges, providing invaluable support to both customers and team members while upholding the highest standards of service quality and efficiency.
Associate Customer Success Representative
Wells Fargo Enterprise Global Services, LLC
03.2022 - 07.2022
- Delivered comprehensive financial services and phone banking assistance to clients of Wells Fargo, ensuring seamless and efficient transactions while maintaining a high level of customer satisfaction.
- Offered expert resolution to advanced banking issues, drawing upon extensive knowledge and experience to address complex financial matters, and provides tailored solutions to clients' needs.
Desk Researcher
National College Of Public Administration And Governance
08.2021 - 02.2022
- Wrote research papers, reports, reviews, and summaries regarding public policies and programs.
- Gathered and organized information for research purposes.
- Performed research into study topics to increase knowledge and to provide valuable contributions.
- Collaborated with leadership team to identify relevant questions and determine best methods of collection.
Client Billing Support Analyst
PROBE Philippines Inc.
11.2016 - 09.2021
- Served as a subject matter expert, ensuring the alignment of billing cases with established processes and matching them with QA calibration sessions to maintain accuracy and consistency.
- Played a pivotal role in process documentation by meticulously updating the knowledge base with relevant information and procedural updates, facilitating enhanced team efficiency and knowledge retention.
- Proactively communicated updates regarding new contracts and offers to team members, minimize the risk of complex contract issues, and ensure seamless transitions in service delivery.
Intern Research Proofreader
National College Of Public Administration And Governance - Publications Office
09.2020 - 03.2021
- Diligently reviewed and proofread research materials, ensuring accuracy, coherence, and adherence to established guidelines and standards.
- Identified and checked grammatical, typographical, and formatting errors in research documents, maintaining consistency in language usage and style throughout.
- Collaborated closely with researchers to provide constructive feedback and suggestions for enhancing the clarity, coherence, and overall quality of written content, facilitating the production of polished and professional research outputs.
Freelance Content Writer
Upwork For Freelancers
03.2015 - 01.2017
- Crafted engaging and informative content tailored specifically to math and engineering science prompts, effectively communicating complex concepts to target audiences and establishing authority in technical subject matter.
- Developed compelling webpage content for product marketing, incorporating strategic messaging and SEO optimization to enhance online visibility and drive customer engagement and conversion rates.
- Leveraged expertise in mathematics and engineering sciences to create persuasive narratives and compelling descriptions that highlight the unique features and benefits of products, effectively promoting brand awareness and driving sales growth.
Education
Bachelor of Arts - Public Administration
University of The Philippines Diliman
Quezon City, Philippines 04.2001 -
Bachelor of Arts - Philosophy
University of The Philippines Diliman
Quezon City, Philippines 04.2001 -
Bachelor of Science - Applied Physics
University of The Philippines Diliman
Quezon City, Philippines 04.2001 -
Bachelor of Science - Applied Physics
University of The Philippines Los Baños
Laguna, Philippines 04.2001 -
Skills
Creative Writing
Timeline
Content Writer
TELUS International Philippines Inc.
10.2023 - Current
Senior Process Executive
Cognizant Technology Solutions Inc.
04.2023 - 08.2023
Technical Support Representative
Alorica Philippines Inc.
07.2022 - 04.2023
Associate Customer Success Representative
Wells Fargo Enterprise Global Services, LLC
03.2022 - 07.2022
Desk Researcher
National College Of Public Administration And Governance
08.2021 - 02.2022
Intern Research Proofreader
National College Of Public Administration And Governance - Publications Office
09.2020 - 03.2021
Client Billing Support Analyst
PROBE Philippines Inc.
11.2016 - 09.2021
Freelance Content Writer
Upwork For Freelancers
03.2015 - 01.2017
Bachelor of Arts - Public Administration
University of The Philippines Diliman
04.2001 -
Bachelor of Arts - Philosophy
University of The Philippines Diliman
04.2001 -
Bachelor of Science - Applied Physics
University of The Philippines Diliman
04.2001 -
Bachelor of Science - Applied Physics
University of The Philippines Los Baños
04.2001 -
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