MARY JANE ESCAÑO GONZALES
Zamboanga City
Summary
Detail-oriented and reliable professional with a diverse background as a Pawnshop Teller, Accounting Staff, and Bilingual Customer Service Representative fluent in English and Spanish. Proven expertise in supporting the Intuit account at Convergys, specializing in software navigation, features, and troubleshooting through effective communication. Demonstrated ability to identify customer needs and provide clear, step-by-step guidance, ensuring seamless support for Spanish-speaking clients, recognized for accuracy, integrity, and strong communication skills, with a solid track record in cash handling, financial record-keeping, and delivering exceptional customer service in fast-paced environments.
Customer Service Representative – Allied Property Management Group, Inc. Provide customer service support for a real estate firm managing residential and commercial properties. Handled tenant, homeowner, and owner inquiries related to leasing, maintenance requests, billing, and account concerns. Coordinated with property managers, maintenance teams, and vendors to ensure timely issue resolution and high resident satisfaction. Assisted with administrative and financial-related inquiries, ensuring accuracy, transparency, and compliance with company policies. Maintained professional communication to support operational efficiency, maximize owner returns, and enhance resident experience.
Overview
18
18
years of professional experience
Work History
Bilingual Virtual Security Guard
Regions Security Services Inc.
02.2023 - 04.2025
- I actively monitor security camera feeds, sensors, and alarm systems for any suspicious or unauthorized activities.
- I verify the driver's credentials at entry points using two-way audio and live video.
- Notify on-site staff, vehicle patrol, or law enforcement to effectively respond to any detected threats.
- I interact with individuals on-site via intercoms or online platforms to address and resolve any security concerns.
- I maintain comprehensive, detailed digital logs of incidents, activities, and responses to ensure accurate record-keeping.
- I conduct patrols by reviewing camera feeds across the monitored area to guarantee maximum coverage and protection.
- Monitored premises to deter unauthorized access and ensure safety protocols were followed.
- Checked and verified photo identification prior to granting facility access.
Customer Service Representative
Allied Property Management Group
10.2023 - 04.2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed tenant requests and maintenance issues to ensure timely resolutions and satisfaction.
- Analyzed trends in customer feedback to identify areas for operational enhancements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Convergys
10.2014 - 12.2015
- Resolved customer inquiries through multiple communication channels, enhancing overall satisfaction.
- Assisted team in achieving performance targets by providing timely support and information.
- Trained new employees on customer service protocols and best practices to ensure consistency..
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Bilingual; Spanish and English Market Research Survey
Survey Sampling International
10.2012 - 10.2013
- Conduct outbound calls to individuals and businesses using a provided contact list or through a random dialing system.
- Administer survey questionnaires by reading from a script and asking questions clearly and neutrally.
- Accurately record and input responses into a computer system or survey software.
- Explain the purpose of the survey to potential participants and address any questions or concerns they may have.
- Maintain strict confidentiality of all collected data and respondent information.
- Handle uninterested or difficult respondents in a calm, professional, and courteous manner.
- Meet daily or weekly targets for completed calls and surveys.
- Maintain accurate and detailed records of call outcomes, such as completed surveys, refusals, and disconnected numbers.
- Collaborate with team supervisors to report on progress and address any issues encountered during calls.
Teller
Cebuana Lhuillier Pawnshop
10.2010 - 01.2012
- Efficiently handle pawn, loan renewal, and redemption transactions, which include receiving items and issuing loans.
- Conduct daily cash counts, verify the authenticity of currency, and ensure that cash on hand accurately balances with transaction records.
- Deliver prompt, friendly, and accurate service, assisting customers with inquiries regarding services and transactions.
- Prepare and maintain precise records for all pawned items, loan details, and cash transactions.
- Collaborate with supervisors to appraise items being pawned and follow standard testing procedures.
- Ensure the security of cash and valuable items within the branch.
- Manage money remittance services, including the sending and receiving of funds.
Office Clerk
Specialist Motorcycles Parts and Accessories
10.2007 - 09.2010
- Answering and directing phone calls, taking messages, handling correspondence, and responding to emails.
- Filing, scanning, and digitally entering documents and information; maintaining accurate records and company databases.
- Preparing documents, reports, and other administrative materials.
- Sorting and distributing incoming and outgoing mail, operating office equipment such as photocopiers and fax machines.
- Managing calendars, scheduling meetings, and preparing for appointments.
- Assisting with inventory management and ordering office supplies.
Education
Bachelor of Science - Commerce: major in Management Accounting
04.2008
Skills
- Effective communication
- Effective team collaboration
- Strategic thinking and solutions
- Service excellence
- Skilled in Microsoft Word and Excel
- Experienced with computer systems
- Quickly adjusting to change
- Data reporting skills
- Attentive observer
- Trustworthy execution
Timeline
Customer Service Representative - Allied Property Management Group
10.2023 - 04.2024
Bilingual Virtual Security Guard - Regions Security Services Inc.
02.2023 - 04.2025
Customer Service Representative - Convergys
10.2014 - 12.2015
Bilingual; Spanish and English Market Research Survey - Survey Sampling International
10.2012 - 10.2013
Teller - Cebuana Lhuillier Pawnshop
10.2010 - 01.2012
Office Clerk - Specialist Motorcycles Parts and Accessories
10.2007 - 09.2010
Southern City Colleges - Bachelor of Science, Commerce: major in Management Accounting
References
- Ian Miller Batanto, batantoian@gmail.com
- Mary Jane Ruiz, +639159456961
- Mener Aharul, +639611553354
Personal Information
- Age: 39
- Date of Birth: 1986-10-17
- Nationality: Philippines
- Marital Status: Single