Karl Adrian Ro Esteban

• Assisted customers with policy inquiries and claims processing.
• Educated clients on coverage options and benefits.
• Handled customer complaints with empathy and professionalism.
• Developed appropriate quotes based on risk information.
• Provided advice on the best types of insurance policies for customers based on their needs.

Promoted as a Team Lead Apprentice starting December 2025 - Present

• Resolved customer inquiries in a timely manner.
• Trained new hires on products and services, best practices, and protocols to reduce process gaps.
• Escalated unresolved customer issues to the appropriate department or manager for resolution.

• Assessed client travel needs and preferences for personalized itineraries.
• Coordinated travel arrangements using industry-specific software and tools.
• Resolved customer inquiries and issues through effective communication skills.
• Created itineraries for customers, including flight bookings, car rentals and hotel reservations.
• Processed credit and debit payments and handled confidential information with discretion.
• Collaborated with airlines, hotels and other vendors to ensure best rates for customers' trips.