RENIEL ESPLANA
Entrepreneur
Legazpi City
Summary
Experienced customer service professional with a track record of providing exceptional support and solutions. Skilled in enhancing customer satisfaction, streamlining service processes, conflict resolution, and client engagement. Known for fostering teamwork and adapting quickly to changing demands. Valued for reliability and collaborative spirit.
Overview
5
5
years of professional experience
Work History
Warehouse Custodian
SaveRite Builders
06.2020 - 02.2021
- Supported inventory management by maintaining accurate records of stored items in designated locations.
- Aided in reducing turnaround time for incoming shipments through efficient allocation of storage space within the facility.
Warehouse Worker
Speedtech Motor Corp
04.2021 - 01.2022
- Loaded, unloaded, and moved material to and from storage and production areas.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Achieved timely dispatch of orders using effective time management strategies during the picking process.
- Helped maintain an organized stockroom by labeling shelves clearly, designating specific areas for different products, and rotating stock regularly as required.
Sales Agent
Saint Peter Life Plans and Chapels
03.2021 - 07.2021
- Assisted call-in customers with questions and orders.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Achieved top performer status within the company due to consistent high sales numbers.
- Developed strong relationships with clients through excellent customer service and regular followups.
- Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
Customer Service Subject Matter Expert
Sutherland Global Service
03.2022 - 02.2025
- Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
- Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
- Implemented a comprehensive knowledge base system, improving access to information for both team members and customers alike.
- Developed and implemented training programs to increase team knowledge and performance in handling customer inquiries.
- Collaborated with cross-functional teams to improve overall customer experience and product quality.
Courier Contractor
Shopee
05.2025 - 07.2025
- Expedited urgent deliveries by prioritizing tasks effectively under tight deadlines, without compromising quality or accuracy.
- Maintained accurate records of all courier transactions, ensuring proper documentation for billing purposes.
- Provided excellent customer service during pick-ups and deliveries, fostering strong rapport with clients for repeat business opportunities.
- Supported the onboarding and training of new courier contractors, sharing best practices for route optimization and time management.
Education
GED -
Bogtong Elementary School
Legazpi, Province Of Albay, Philippines 04.2001 -
High School Diploma -
Oro Site Highschool
Legazpi, Province Of Albay, Philippines 04.2001 -
GED -
Tanchuling College Inc
Legazpi, Province Of Albay, Philippines 04.2001 -
Skills
Punctuality
Time management
Critical Thinking
Computer Literacy
Problem-solving
Decision-making
Issue escalation
Verbal and written communication
Strong Work Ethic
Training and mentoring
Strong analytical skills
Languages
English
Timeline
Courier Contractor
Shopee
05.2025 - 07.2025
Customer Service Subject Matter Expert
Sutherland Global Service
03.2022 - 02.2025
Warehouse Worker
Speedtech Motor Corp
04.2021 - 01.2022
Sales Agent
Saint Peter Life Plans and Chapels
03.2021 - 07.2021
Warehouse Custodian
SaveRite Builders
06.2020 - 02.2021
GED -
Bogtong Elementary School
04.2001 -
High School Diploma -
Oro Site Highschool
04.2001 -
GED -
Tanchuling College Inc
04.2001 -