Maria Esthea Orias
Malvar, Province of Batangas
Summary
Results-driven professional with robust background in managing complex customer issues and leading teams to achieve high customer satisfaction. Known for strong collaboration skills and adaptability to changing demands. Reliable in ensuring smooth operations and effective problem resolution.
Overview
11
11
years of professional experience
Work History
Escalations Manager
Telus International
04.2023 - Current
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
- Streamlined escalation processes for quicker issue resolution and improved customer experience.
- Implemented new training programs to equip team members with skills necessary for handling challenging situations effectively.
- Coordinated efforts with other departments to ensure seamless service delivery during critical situations involving multiple parties.
- Collaborated with cross-functional teams to develop strategies for reducing escalations and improving overall support quality.
- Created detailed reports on escalated cases to identify trends and areas for improvement.
- Developed key performance indicators to monitor the effectiveness of escalation management initiatives.
- Championed the implementation of best practices in handling difficult cases across all support teams within the organization.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
Customer Sales and Service Expert
Concentrix
03.2022 - 04.2023
- Supported marketing initiatives by providing valuable customer insights that contributed to strategic planning efforts.
- Developed technical and mechanical proficiency to assist customers and field staff with service issues.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Collaborated with team members to achieve monthly sales targets and improve overall performance metrics.
Subject Matter Expert
Teletech Telstra
04.2019 - 11.2021
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
Customer Sales and Service Expert
Alorica
05.2018 - 11.2018
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly and professionally.
- Handled calls promptly and with courteous professionalism.
- Maintained high levels of customer retention through exceptional service and follow-up communication.
- Participated in industry events and trade shows, representing the company professionally and expanding the client base through networking efforts.
Customer Service Representative
Results Companies
06.2017 - 12.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Cashier
Jollibee Foods Corporations
05.2014 - 11.2014
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
Education
Bachelor of Science - Industrial Engineering
De La Salle Lipa
Lipa City, Philippines04-2017
Skills
- Coaching and mentoring
- Goal setting and achievement
- Client retention strategies
- Spreadsheet tracking
- Positive attitude
- Teamwork
Languages
English
Bilingual or Proficient (C2)
Timeline
Escalations Manager
Telus International
04.2023 - Current
Customer Sales and Service Expert
Concentrix
03.2022 - 04.2023
Subject Matter Expert
Teletech Telstra
04.2019 - 11.2021
Customer Sales and Service Expert
Alorica
05.2018 - 11.2018
Customer Service Representative
Results Companies
06.2017 - 12.2017
Customer Service Cashier
Jollibee Foods Corporations
05.2014 - 11.2014
Bachelor of Science - Industrial Engineering
De La Salle Lipa
Similar Profiles
Stephanie UllianStephanie Ullian
AI Training/Search Result Evaluator and Safety Rate at Telus Digital FKA Telus InternationalAI Training/Search Result Evaluator and Safety Rate at Telus Digital FKA Telus International
Gerald MakohoniukGerald Makohoniuk
SYSTEM ANALYST LEVEL II at TELUS/TELUS INTERNATIONALSYSTEM ANALYST LEVEL II at TELUS/TELUS INTERNATIONAL
Manvitha KManvitha K
TECHNICAL SUPPORT SPECIALIST at Telus InternationalTECHNICAL SUPPORT SPECIALIST at Telus International