MAUREEN ESPIRITU
Quezon City
Summary
Corporate Professional with over 15 years of robust work experience handling voice and non-voice accounts catering to US, Australia, Philippines, and UK Programs. Bringing top-notch skills in oral and written communication, customer relations and analytical problem-solving skills. Valued for proactive approach, adaptability to changing needs and maintaining high service standards.
Overview
23
23
years of professional experience
Work History
Sales Chat and Onboarding Representative
FAN-TAINMENT
04.2024 - Current
- Scouts for potential content creators, introduces, and offers the company's management service
- Signs up models via Docusign and ensures the completion of necessary documents
- Manages and promptly responds to emails, social media messages and maintains the company's chat channels to provide effective communication with the clients
- Serves as the primary point of contact for creators during the onboarding phase, creates the model's individual channels, promptly addressing inquiries, concerns, and providing the model's smooth integration to the company
Customer Care Executive - Insurance
AXA PHILIPPINES
09.2018 - 12.2019
- Handles basic to critical accountability in Customer Care, Service Fulfillment, and Complaints Management
- This comprises creating and providing quotations for new services, payment processing, coordination of policy issuance, email communication, claims follow-ups and escalations
- Ensures First Call Resolution is observed and prompt resolution is carried out through effective communication and coordination with the stakeholders and correct business unit via email, phone conversation, and transaction documentation.
Telesales Officer - Insurance
AXA PHILIPPINES
07.2017 - 09.2018
- Ensures proper assessment and profiling of the customer's info is done to offer a more tailor-fit and realistic solution to the customer's financial situation and future needs
- Contributes to AXA's sales growth through the value-creation of AXA products, investment diversification, up-selling, cross-selling and effective product presentation appealing to the customer’s wants and needs.
Virtual Assistant
420 TIMES MAGAZINE
08.2015 - 12.2016
- Assists the Editor-in-Chief in running email marketing campaigns, managing email databases, and creating newsletters
- Cultivates prospect relationships by initiating communications and touching base with prospective ad sponsors to move opportunities through the sales funnel
- Helps produce and create product reviews, and media kits.
Virtual Assistant
VIMENTURE LLC
12.2014 - 08.2015
- Liaises with Community Managers and Line Carriers for property inventory, site visits, line migration scheduling, account disconnection, and other property changes
- Creates spreadsheet report to enable proper auditing of charges to the company's clients.
Client Service Support Associate
CBE COMPANIES
07.2013 - 04.2014
- Point of contact for online processing of Automated Credit Dispute Verifications and Automated Universal Data forms via e-OSCAR (Online Solution for Complete and Accurate Reporting) and removal of disputed accounts from Experian, Equifax, and Transunion
- Ensures accurate record-keeping with proactive attention to client information updates.
Quality Performance Analyst (Service Level Auditor)
ACCENTURE – Anthem Blue Cross Blue Shield
06.2011 - 05.2013
- Main point of contact for internal / external calibration and 2nd level disputes with stakeholders
- Creates daily, weekly, and monthly error and performance reporting
- Develops, implements performance improvement strategies, and plans to promote continuous improvement
- Ensures Service Level Agreement adherence through collaboration with stakeholders to achieve target results and reporting of error feedback.
Quality Analyst - Collections Acct
ACCENTURE - United Utilities
07.2007 - 01.2010
- Analyzes quality measurement data and conducts root cause analysis to identify issues and performance gaps with the agents
- Performs internal and external calibration with stakeholders to ensure performance consistency during scoring and agent evaluation
- Conducts gate certification for new hires
- Leads process improvement projects to help Operations meet and exceed quality standard.
Customer Debt Advisor - Collections
ACCENTURE - United Utilities
02.2007 - 07.2007
- Maximizes calls by negotiating for full payment or partial upfront payment from customers
- Works with customers in creating realistic debt repayment plans based on current financial conditions to promote payment commitment and plan adherence
- Monitors accounts for compliance with established payment plans and flagged non-compliance.
Verification Officer - Timeshare Account
TELUS (formerly Ambergris Solutions Inc)
02.2006 - 12.2006
- Verifies and double checks customer's Details of Participation and qualification to attend the 90-minute Timeshare presentation
- Point of contact for last-minute queries and confirmation of customers' commitment to attending the presentation.
Outbound Collections Agent
NCO
01.2005 - 12.2005
- Increases debt collection payments by counseling debtors on payment options and creating realistic payment schemes for customers with financial difficulty
- Maximizes opportunities for payment collections by conducting at least 70-80 collection calls per day to negotiate for upfront payment.
Quality Monitoring Associate
E-PACIFIC GLOBAL CONTACT CENTER
06.2003 - 12.2004
- Addresses non-conformance issues and corrects critical errors through one-on-one or triad coaching
- Collaborates with the Management Team to provide training on improved processes and assists with the creation and maintenance of quality assurance procedure documentation.
Assistant Team Leader
E-PACIFIC GLOBAL CONTACT CENTER
04.2002 - 06.2003
- Conducts daily scrums to advise the team about new updates, rolling out program policies, and team standing
- Works with the Customer Service Team to handle escalated customer issues, inbound sales calls, product queries, and complaints.
Education
Bachelor of Arts - Mass Communication
Trinity University of Asia
04.1996
Bachelor of Science - Nursing
University of San Carlos
05.1992
Skills
- Customer Support
- Goal-oriented mindset
- Customer Relations
- Data entry proficiency
- Complaint Handling and Resolution
- Sales
- Appointment Setting
- Lead scouting
- Quality Analysis
- Email communication
- Online research
Timeline
Sales Chat and Onboarding Representative
FAN-TAINMENT
04.2024 - Current
Customer Care Executive - Insurance
AXA PHILIPPINES
09.2018 - 12.2019
Telesales Officer - Insurance
AXA PHILIPPINES
07.2017 - 09.2018
Virtual Assistant
420 TIMES MAGAZINE
08.2015 - 12.2016
Virtual Assistant
VIMENTURE LLC
12.2014 - 08.2015
Client Service Support Associate
CBE COMPANIES
07.2013 - 04.2014
Quality Performance Analyst (Service Level Auditor)
ACCENTURE – Anthem Blue Cross Blue Shield
06.2011 - 05.2013
Quality Analyst - Collections Acct
ACCENTURE - United Utilities
07.2007 - 01.2010
Customer Debt Advisor - Collections
ACCENTURE - United Utilities
02.2007 - 07.2007
Verification Officer - Timeshare Account
TELUS (formerly Ambergris Solutions Inc)
02.2006 - 12.2006
Outbound Collections Agent
NCO
01.2005 - 12.2005
Quality Monitoring Associate
E-PACIFIC GLOBAL CONTACT CENTER
06.2003 - 12.2004
Assistant Team Leader
E-PACIFIC GLOBAL CONTACT CENTER
04.2002 - 06.2003
Bachelor of Science - Nursing
University of San Carlos
Bachelor of Arts - Mass Communication
Trinity University of Asia
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