Paulina Esid
Associate in Computer Secretarial
Talibon, Bohol,BOH
Work Preference
Summary
Dedicated professional with a proven track record in customer relations and support. Focused on leveraging adaptability and critical thinking to enhance client satisfaction and drive improvements in service delivery and contribute company goal and success.
Overview
16
16
years of professional experience
2
2
Certifications
Work History
Customer Service Representative
IBEX Global, Philippines
11.2023 - 09.2024
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Cashier/Credit Investigator/Loan Officer
JGM Finance Corporation
06.2022 - 10.2023
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from them.
- Conduct credit investigation and processing loan application
- Checking and ensuring loan requirements are complied before processing
- Conduct orientation for the new applicants and re-orientation for the re-loan clients.
- Release clients loans
- Monitoring the clients loan dues.
- Submit regulatory reports.
Program Unit Supervisor
Taytay Sa Kauswagan Inc.
05.2010 - 04.2019
- Ensuring all loan documentation adheres to regulatory requirements, including BSA (Bank Secrecy) AML (Anti-Money Laundering).
- Reviewing laon agreements for completeness and accuracy according to internal credit policies.
- Monitoring portfolio quality, identifying potential risk, and ensuring proper assessment of loan requirements and collateral valuation for higher loan application.
- Coaching and mentoring loan officers, loan processors and assistants on new products, policies and procedures.
- Monitoring the work of staff, setting performance metrics, conducting evaluations and providing regular feedback.
- Conduct center visit, spot visit to insure the quality service of the staff in the field during working working hours as part of staff monitoring.
- Handling complex loan applications, clients dispute and issues that exceed the authority of subordinates.
- Reviewing and approving loan applications within specific limits and referring larger loans to higher management.
- Meet the loan target for the whole team and monitor the risk management team to maintain or lower the Portfolio at risk.
- Providing the regulatory reports regarding to the team productivity and loan performance and market responses.
Demo-Staff
S&R Membership Shopping Center
08.2008 - 11.2009
- Developed strong relationships with clients through consistent communication and attentive customer service, resulting in increased overall satisfaction.
- Established positive relationships with customers and other staff members.
- Providing in-depth knowledge about the product.
- Assisted with onboarding new staff members, providing orientation and support.
- Promotes and sells a company products by setting up displays, giving samples, answering questions and providing product expertise in a professional way to boost sales in retail stores.
- Engaging customers to encourage purchases and sometimes providing coupons.
Education
Associate in Computer Secretarial - Computer
Trinidad Municipal College
Poblacion, Trinidad, Bohol 04.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Adaptability and flexibility
Data entry
Call center experience
Customer relations
Data collection
Critical thinking
Decision-making
Team collaboration
Paperwork processing
Customer relationship management (CRM)
Customer satisfaction measurement
Building rapport
Coordination
Certification
REGIONAL NOMINEE FOR BEST FIELD COORDINATOR
Languages
English
Upper intermediate (B2)
Arabic
Beginner (A1)
Korean
Beginner (A1)
Quote
Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers
Accomplishments
- Monetary Transactions - Managed cash, check, credit, and automatic debit card transactions with flawless accuracy.
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Business Talks
New Strategies
Challenge
Knowledge
Timeline
Customer Service Representative
IBEX Global, Philippines
11.2023 - 09.2024
Cashier/Credit Investigator/Loan Officer
JGM Finance Corporation
06.2022 - 10.2023
SERVICE LOYALTY AWARD
10-2016
REGIONAL NOMINEE FOR BEST FIELD COORDINATOR
10-2014
Program Unit Supervisor
Taytay Sa Kauswagan Inc.
05.2010 - 04.2019
Demo-Staff
S&R Membership Shopping Center
08.2008 - 11.2009
Associate in Computer Secretarial - Computer
Trinidad Municipal College
04.2001 -