MAUREEN D. ESPIRITU
Customer Care Executive
Quezon City,NCR
Summary
Customer Service Representative with over 15 years of 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, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Philippines Head Office, Customer Care Executive
AXA, AXA General Insurance
Makati City, 00
09.2018 - 12.2019
- Provided excellent customer service by efficiently resolving issues and responding to inquiries. Handled critical accountabilities in Customer Care, Service Fulfillment and Complaints Management.
- Educates prospects and policy owners regarding process, product features and policy info.
- Liaises with other stakeholders by documenting, emailing and referring unresolved customer’s concerns to assigned business unit for further investigation and prompt resolution.
- Addressed customer service overflow to reduce complaints.
- Awarded Most Valuable Player of Customer Care GI Team for February 2019 for having Outstanding performance based on team metrics.
- Consistent QA Rockstar Awardee for GI Customer Care Team
Telesales Officer
AXA Philippines Head Office, AXA Life Insurance
07.2017 - 09.2018
- Increased sales through effective upselling and cross selling of AXA products
- Assessed and profiled customers prior to offering services to tailor-fit realistic solution to their current financial situation and future needs.
- Promoted value-creation and investment diversification by creating product need.
- Consistent QA Rock Star awardee in Telesales Team
Sales and Marketing Specialist
420 TIMES MAGAZINE
Manila
08.2015 - 12.2016
- Assisted Editor-in-Chief in running email marketing campaigns, managing email databases and creating newsletters
- Cultivated prospect relationships by initiating communications and touching base with prospective ad sponsors to move opportunities through sales funnel
Telecommunications Auditing Analyst
VIMENTURE LLC
12.2014 - 08.2015
- Point of contact for property inventory, site visits, line migrations and account disconnection
- Liaised with Community Managers and carriers about line migration scheduling and other possible property changes.
Client Service Support Associate
CBE COMPANIES
Taguig
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
- Ensured accurate record-keeping with proactive attention to client information updates.
Quality Performance Analyst (Service Level Auditor)
ACCENTURE
06.2011 - 05.2013
- Health Insurance Account for WellPoint
- Proposed objective and strategic plans for improvement
- Defined and analyzed quality performance trends via weekly and monthly reports
- Main point of contact for internal and external calibration with stakeholders
- Main POC for 2nd level disputes
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting and facilitate presentation of monthly team performance with Operations Team.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Ensured Service Level Agreement adherence thru collaboration with team members to achieve target result and reporting of error feedback
- Consistently exceeds quality goal of 95
Quality Analyst
ACCENTURE
Pasig City
07.2007 - 01.2010
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Developed and maintained quality assurance procedure documentation.
Customer Debt Advisor
ACCENTURE
02.2007 - 07.2007
- Maximized call by negotiating for immediate full payment in full or partial upfront payment from customers.
- Worked with customer to create a realistic debt repayment plan based on current financial condition to promote payment commitment and plan adherence.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
Verification Officer - Timeshare Account
Ambergris Solutions Inc.
Pasig City
02.2006 - 12.2006
- Responsible in verifying Customers Details of Participation to ensure prospects are qualified to attend the 90-minute timeshare presentation
- Point of contact for last-minute queries and setting up of customer expectation regarding presentation.
Collections Account
GE Capital
Quezon City
01.2005 - 12.2005
- Increased payment collections by conducting at least 70-80 collection calls per day to negotiate for an upfront payment.
- Encouraged debt collection payments thru proper assessment of customer's payment behavior and creating a suitable and realistic payment schemes for customers with financial difficulty.
Outbound Agent
NCO
01.2005 - 12.2005
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Counseled debtors on payment options and arranged installment agreements.
Quality Assurance Analyst
TELE-CENTERS INC
Manila
08.2004 - 01.2005
- Evaluate recorded calls and real-time monitoring for Third Party Verification
- Mentored and coached team members on QA topics and strategies.
Quality Monitoring Associate
E-PACIFIC GLOBAL CONTACT CENTER
Pasig City
06.2003 - 02.2004
- Developed and maintained quality assurance procedure documentation.
- Addressed non-conformance issues and correct critical errors thru one-on-one or triad coaching.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Assistant Team Leader
E-PACIFIC GLOBAL CONTACT CENTER
Pasig City
04.2002 - 06.2003
- Conducted daily scrums along with the Team Lead to advise the team about new updates, rolling out program policies and team standing.
- Worked with customer service to handle escalated customer issues, inbound sales calls, product queries and complaints.
Education
Bachelor of Science - Nursing
University of San Carlos
Cebu City, Cebu, Philippines 01.1991 - 01.1992
Bachelor of Arts - Mass Communication
Trinity University of Asia (formerly TCQC)
Quezon City, Philippines 03.1993 - 04.1996
Skills
MS Office 2013 (Word, Excel, PowerPoint), Google Docs, Hootsuite, Zoho Campaigns, Mailchimp, MangoApps, Dropbox, CRM, Purecloud GenesysExperienced in cold-calling, customer service, sales, proofreading, quality assurance, process compliance, writing product reviews and newsletter for email marketingAdept in social media applications such as Facebook, Twitter, Instagram, Pinterest, WhatsApp, Viber, YouTube, LinkedIn
Collections experience
Email account set up
Accounts payable
Customer service standards
Customer service-focused
Excellent customer service
Personalized customer service
Time management
Performance improvement
Timeline
Philippines Head Office, Customer Care Executive
AXA, AXA General Insurance
09.2018 - 12.2019
Telesales Officer
AXA Philippines Head Office, AXA Life Insurance
07.2017 - 09.2018
Sales and Marketing Specialist
420 TIMES MAGAZINE
08.2015 - 12.2016
Telecommunications Auditing Analyst
VIMENTURE LLC
12.2014 - 08.2015
Client Service Support Associate
CBE COMPANIES
07.2013 - 04.2014
Quality Performance Analyst (Service Level Auditor)
ACCENTURE
06.2011 - 05.2013
Quality Analyst
ACCENTURE
07.2007 - 01.2010
Customer Debt Advisor
ACCENTURE
02.2007 - 07.2007
Verification Officer - Timeshare Account
Ambergris Solutions Inc.
02.2006 - 12.2006
Collections Account
GE Capital
01.2005 - 12.2005
Outbound Agent
NCO
01.2005 - 12.2005
Quality Assurance Analyst
TELE-CENTERS INC
08.2004 - 01.2005
Quality Monitoring Associate
E-PACIFIC GLOBAL CONTACT CENTER
06.2003 - 02.2004
Assistant Team Leader
E-PACIFIC GLOBAL CONTACT CENTER
04.2002 - 06.2003
Bachelor of Arts - Mass Communication
Trinity University of Asia (formerly TCQC)
03.1993 - 04.1996
Bachelor of Science - Nursing
University of San Carlos
01.1991 - 01.1992