MA. CLARRIZA MAE ESCOVILLA
Customer Service, Lead Generation Intake Specialist
Cagayan de Oro City,MSR
Summary
Dedicated customer service and operations professional with 6+ years' experience in call center operations, lead generation, and client support, including nearly 5 years working remotely. Known for clear communication, remaining calm under pressure, high-quality performance, and strong problem-solving skills. Thrives in fast-paced environments and delivers reliable results both independently and in teams.
Overview
8
8
years of professional experience
Work History
Lead Generation Specialist - Chat Advisor II
Concentrix
07.2021 - 01.2026
- Legal-focused program
- Generated high-quality leads through chats, maintaining accuracy and productivity.
- Assessed customer needs and aligned them with appropriate services or solutions. Maintained detailed documentation to support the program and improve conversion rates.
- Built rapport with prospects through professional, polite, and engaging communication.
- Consistently achieved top performance in quality, efficiency, and customer satisfaction, including recognitions for site-wide top performers across all programs/accounts.
Shopify Product Lister (Freelance / Part-Time)
05.2021 - 01.2022
- Listed and managed product inventory on Shopify for an online store.
- Created product descriptions, uploaded images, and ensured pricing and categories were accurate.
- Learned basic Shopify operations, order management, and platform best practices.
- Maintained accuracy and consistency across high-volume product listings.
Subject Matter Expert - E-commerce, Credit Card, Collections
Teleperformance
01.2020 - 05.2021
- Provided real-time support for agents by offering accurate information, product knowledge and resolving escalations.
- Conducted huddles, coaching, and performance calibration sessions.
- Ensured adherence to client guidelines while maintaining high customer satisfaction.
- Collaborated with supervisors and QA to enhance overall team performance.
Flex-Supervisor for Operations - E-commerce, Credit Card, Collections
Teleperformance
09.2019 - 01.2020
- Handled a team of CSRs, managed team performance (KPI and adherence).
- Assisted in managing daily operations and monitoring team metrics.
- Helped streamline processes to improve productivity and customer satisfaction.
- Handled escalations and generated performance reports for leadership review.
Customer Service Representative - E-commerce, Credit Card, Collections
Teleperformance
07.2018 - 08.2019
- Delivered excellent customer service via phone, email, and chat for online order concerns: returns, refunds, replacements, order tracking, and disputes/chargebacks.
- Handled billing concerns, payment arrangements inquiries, and account issues.
- Consistently achieved top performance in quality, efficiency, and customer satisfaction.
Education
Caregiving NCII -
01.2010
BS - Radiologic Technology
01.2008
Skills
- Customer Experience (CX) - First Contact Resolution (FCR)
- Escalation Management - Conflict Resolution
- SLA & KPI Management - High-Volume Ticket,Call, Live Chat, Email Handling
- Quality Assurance - SOP Adherence
- Lead Generation - Lead Qualification
- Data Accuracy & Validation - Intake & Case Screening
- Active Listening - Attention to Detail
- Compliance-Focused Questioning - Ownership & Accountability
- Clear Written & Verbal Communication (C1-C2 level) - Rapport Building
- Time & Priority Management - Cross-Team Collaboration
- Google Workspace
- Microsoft Excel (Data Validation, Tracking, Reports, etc)
- CRM Data Entry (Evolve, Zoho, Oracle NetSuite, etc)
- Shopify (Order Management, Product Listings)
ADDITIONAL EXPERIENCE
Caregiver (2016 – 2018)
- Private Homecare set up. Provided hands-on care, monitoring, and support to patients with empathy and professionalism.
Organizing Staff (Freelance) OIDO Events Organizers | Fair Haven Moments Events Organizers
- Assisted in event preparation, logistics, and on-ground coordination.
- Ensured smooth execution of program timelines and client requirements.
Admin Staff — GTMalabon Electrical Services
- Supported administrative tasks including documentation, inventory monitoring, and customer coordination.
Accomplishments
- Achieved KPI by completing adhering to SOP with accuracy and efficiency.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Documented and resolved chargeback/disputes which led to customer satisfaction.
- Supervised team of 18-22 CSRs.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Portfolio
Professional Feedback
Promotion
Two-Time Rockstar: site-wide top performer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lead Generation Specialist - Chat Advisor II - Concentrix
07.2021 - 01.2026
Shopify Product Lister (Freelance / Part-Time) -
05.2021 - 01.2022
Subject Matter Expert - E-commerce, Credit Card, Collections - Teleperformance
01.2020 - 05.2021
Flex-Supervisor for Operations - E-commerce, Credit Card, Collections - Teleperformance
09.2019 - 01.2020
Customer Service Representative - E-commerce, Credit Card, Collections - Teleperformance
07.2018 - 08.2019
Liceo de Cagayan University - BS, Radiologic Technology
Philippine Women's University - Caregiving NCII,