MARICRIS ESGUERRA
Customer Service Rep/Collection Agent
Bamban, Province Of Tarlac
Summary
I have been working for more than 12 years now as a customer service representative. I am now seeking to progress my career to the next stage. During my employment I have gained the required of leadership and dynamism necessary to provide quality service of the highest order and the efficiency to drive our products competitive advantage. During my tenure I have been awarded of one of our quality star, best employee, and received commendation calls in our company. I’m looking forward to share and contribute my knowledge and skills to our company for my success and for the company success too.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
TaskUs
11.2021 - 01.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative/Administrative Assistant
Zaiyna Laundry and Dry Cleaning Services//
10.2019 - 10.2021
- General Service inquiry for phone calls or in person
- Schedule appointments for customer (pick up and drop off)
- Answer phone calls, emails and any messages
- Received and process and payments for service
- Giving instructions and coordinating with drivers
- Takes incoming sales orders, doing follow up calls for new and old customers
- Diffused customer complaint
- Coordinate questions and issues with the appropriate department
- Operated the completed POS system
- Assisted customers with a warm and professional attitude
- Organized company documents and maintained accurate filing systems for easy retrieval when needed.
Collection Agent/Customer Service Representative
Credit One Bank (U.S Account)
04.2015 - 09.2019
- Company Overview: RMS Collect Philippines Inc
- An iQor Company
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustments; following up to ensure resolution
- Maintain financial accounts by processing customer adjustment
- RMS Collect Philippines Inc
- An iQor Company
Sales Analyst
Richwell Philippines Inc.
11.2013 - 01.2015
- Company Overview: (Mattel)
- Collecting and analyzing data from sales reports
- Researching current market changes and trends
- Using sales prediction software to determine future trends
- Evaluating and predicting sales trends
- Preparing and presenting reports based on their data analyses
- Advising on ways to improve a company’s profitability
- Product knowledge
- Achieving daily sales target and monthly quota
- (Mattel)
Customer Service Representative (TELCO)
Sprint iQor
03.2013 - 10.2013
- Company Overview: iQor Phils
- Managing incoming calls and customer service inquiries
- Identifying and assessing customer needs to achieve satisfaction
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up ensure resolution
- Take the extra mile to engage customers
- IQor Phils
Sales Analyst
Richwell Philippines Inc.
02.2010 - 01.2012
- Company Overview: (Mattel)
- (Mattel)
Sales Analyst
Wilcon Depot
09.2009 - 01.2010
- Company Overview: San Fernando Philippines
- San Fernando Philippines
Sales Analyst
Insulite Manufacturer
11.2008 - 08.2009
- Company Overview: SM City Clark Assigned
- SM City Clark Assigned
Checker
SM Dept. Store
03.2008 - 08.2008
Fitness Receptionist/Secretary
Body Shape Fitness Center
05.2002 - 01.2008
Education
Computer Science
03-2002
Undergraduate
Secondary -
04-2001
Skills
- Customer care
- Communication skills
- Call handling
- Phone skills
- Multitask
- Product knowledge
- Debt recovery
- Patience and persistence
- Problem resolution
- Computer proficiency
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