Ryan Escobia
Davao City
Summary
Customer service professional with extensive expertise in e-commerce and virtual assistance. Proven ability to identify customer needs and deliver effective solutions, enhancing user experience across various online platforms. Known for building strong client relationships and driving brand loyalty through efficient administrative support. Demonstrates exceptional skills in time management, communication, and problem-solving, ensuring successful project outcomes in dynamic environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operational Specialist
Efforest Company Ltd
03.2025 - Current
- Manage order tracking for a dropshipping business.
- Resolve shipping-related issues promptly to meet marketplace standards.
- Handle customer service, including complaints, disputes, and chargeback management.
- Oversee returns, refunds, and marketplace penalty management.
Aftersales Co-worker
IKEA Canberra
Canberra
04.2024 - 03.2025
- Assisted customers with product issues, returns, deliveries, and assembly questions.
- Assessed customer claims against warranty policies and processed replacement requests.
- Collected customer feedback on after-sales experiences to improve processes.
- Maintained accurate customer information and order details in IKEA’s internal systems.
Office Administrator
AuroraFM Pty Ltd
03.2023 - 03.2024
- Handled clerical duties, including filing, answering phone calls, responding to emails, and preparing documents.
- Prepared and sent invoices, maintained client databases, tracked accounts, and updated internal documents.
- Provided administrative support to the operations team of a plumbing business in the construction industry.
Customer Sales Assistant/Receptionist
ACT Remedial Therapy Massage
02.2023 - 07.2023
- Greeted, engaged, and conversed with clients in a professional and friendly manner to create a welcoming environment.
- Performed daily reception and administrative duties, including filing, processing payments, taking calls, and responding to client inquiries.
- Promoted additional products and services to clients in person and over the phone.
Senior Customer Care Representative
Elevatebrands
08.2020 - 07.2023
- Handled customer emails from various online marketplaces using eDesk.
- Created and documented knowledge content for customer support.
- Handled complaints, offering appropriate solutions and alternatives.
- Acted as a customer advocate by reporting and addressing areas for improvement.
- Escalated advanced cases to management, providing complete background information.
Customer Operations Lead
Phoenix Petroleum Philippines, Inc.
08.2016 - 08.2020
- Led a team of Customer Operations Specialists handling orders and customer concerns.
- Monitored and managed daily fuel and lubricants transactions.
- Analyzed data to assess customer service performance and provided resources to help the team meet goals.
- Recruited, trained, and developed staff, communicated performance updates to leadership, and managed key partner relationships.
- Implemented process improvements that increased productivity and reduced costs.
Customer Service Representative – Macy’s Credit
Convergys
07.2015 - 02.2016
- Handled a high volume of inbound calls from Macy’s customers regarding products and services.
- Processed customer payments and resolved billing concerns.
- Maintained customer satisfaction and revenue by using strong communication and negotiation skills, offering refunds only as a last resort.
Customer Support Specialist – Western Union
VXI Global Holdings B.V.
01.2013 - 08.2014
- Managed large volumes of inbound calls regarding money transfers, serving as the first point of contact for all inquiries.
- Provided account information, including balances, transaction details, statements, fees, and charges.
- Resolved service issues by identifying the cause, implementing the best solution, and following up to ensure resolution.
Education
Bachelor of Science - Business Management
Ateneo De Davao University
Davao City, PhilippinesSkills
- Customer service and client relations
- Email, chat, and phone support
- Order processing and returns management
- Escalation handling and problem resolution
- Data entry and database management
- CRM and e-commerce platforms
- Communication tools
- Google Workspace and Microsoft Office
- Written and verbal communication
- Time management and task prioritization
Certification
- Introduction to Project Management
- Certified Six Sigma Yellow Belt (CSSYB)
References
Available upon request
Timeline
Operational Specialist
Efforest Company Ltd
03.2025 - Current
Aftersales Co-worker
IKEA Canberra
04.2024 - 03.2025
Office Administrator
AuroraFM Pty Ltd
03.2023 - 03.2024
Customer Sales Assistant/Receptionist
ACT Remedial Therapy Massage
02.2023 - 07.2023
Senior Customer Care Representative
Elevatebrands
08.2020 - 07.2023
Customer Operations Lead
Phoenix Petroleum Philippines, Inc.
08.2016 - 08.2020
Customer Service Representative – Macy’s Credit
Convergys
07.2015 - 02.2016
Customer Support Specialist – Western Union
VXI Global Holdings B.V.
01.2013 - 08.2014
Bachelor of Science - Business Management
Ateneo De Davao University
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