Kristine Esguerra
Customer Service Manager
Muntinlupa
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Enhance team performance and maximize customer satisfaction by strategic management and implementing process improvements.
Well-versed in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.
Accumulated years of experience in resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Manager
Minbie
Melbourne
03.2017 - Current
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Followed through with client requests to resolve problems.
- Resolved concerns with products or services to help with retention and drive sales.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Developed service procedures, policies and standards.
Social Media Manager and Content Creator
Preen.Me
California
09.2014 - 04.2019
- Developed marketing content such as blogs, promotional materials and advertisements for social media.
- Increased customer engagement through social media.
- Analyzed and reported social media and online marketing campaign results.
- Created actionable plans to grow and maintain followers through Twitter, Facebook and Instagram.
- Designed and implemented social media strategies to align with business goals.
- Communicated with followers to promptly respond to queries and monitor reviews.
- Suggested and implemented new features to develop brand awareness.
- Engaged relevant influencers to build brand awareness.
- Managed team to generate original content and moderate online community members.
- Conducted research to determine current benchmark trends and audience preferences.
- Curated and segmented editorial content to increase engagement and channel growth.
- Worked with department personnel to deliver brand consistency in social media messages.
- Coached employees company-wide on content creation best practices.
Event Coordinator
Think Big Events
San Juan
06.2009 - 07.2012
- Coordinated schedules and timelines for events.
- Managed event logistics and operations.
- Brainstormed and implemented creative event concepts and themes.
- Performed event coordination for larger parties and gatherings.
- Managed administrative logistics of events planning, event booking and event promotions.
- Consulted with customers to determine objectives and requirements for events.
- Inspected event facilities to confirm conformance to customer requirements.
- Evaluated and selected service providers and vendors according to customer requirements.
- Developed post-event reports to determine effectiveness of each event.
- Designed and implemented efforts to publicize events and promote sponsorships.
- Acquired contracts and agreements to finalize negotiations and obtain approval signatures.
- Interviewed clients to understand event scopes of work, establish budgets and determine timelines for venue selection, guest list finalization and rehearsal, ceremonies and receptions.
Training Specialist
VXI/Western Union Financial Services
Quezon City
09.2006 - 05.2009
- Conducted orientation sessions to assess skill levels and areas of strength and weakness.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
- Trained and mentored new personnel hired to fulfill various roles in a call center setting.
- Analyzed and assessed training and development needs for organizations, departments and individuals.
- Documented participation and evaluated learning for each participant.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Worked full-time as a language and product trainer for two call center sites primarily covering both customer and agent support for Asia and Australia/New Zealand operations.
Education
Bachelor of Arts - Mass Communication Minor in Broadcast Journalism
St Scholastica's College
Manila, Philippines 06.2001 - 03.2005
Skills
Customer-focused
undefinedTimeline
Customer Service Manager
Minbie
03.2017 - Current
Social Media Manager and Content Creator
Preen.Me
09.2014 - 04.2019
Event Coordinator
Think Big Events
06.2009 - 07.2012
Training Specialist
VXI/Western Union Financial Services
09.2006 - 05.2009
Bachelor of Arts - Mass Communication Minor in Broadcast Journalism
St Scholastica's College
06.2001 - 03.2005
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