Clarie Esguerra
Dubai
Summary
Experienced and reliable customer service officer with extensive experience in providing assistance in a busy and fast-paced environment both in call center set-up or retail.
Enthusiastic and personable individual who enjoys working with people and building long-lasting relationships and product loyalty.
Overview
15
15
years of professional experience
Work History
Retail Sales Executive Consumer Fixed, Enterprise Mobile, Government & Large Enterprise
Emirates Integrated Telecommunications Company (DU Telecom)
11.2016 - 07.2021
- Responsible in handling customer's complaints such as bill disputes, network issues and perform network troubleshooting.
- Meeting with clients face-to-face to gain a full understanding of their business needs and recommend appropriate products and services
- Sell the existing products along with multi-product and follow-up & keep track of orders submitted and keep the customer updated on status of orders
- Maintain Daily/weekly/monthly visits report to maximize opportunities to build, maintain and manage Pipeline
- Managed efficient cash register operations.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Worked to meet or exceed special targets for various telecom products.
Sales and Field Merchandiser
Niche Marketing Management LLC
09.2021 - 07.2022
- Provide support for in-store promotions and conduct market mass feedback
- Rotated products and removed defective and out-of-date products.
- Maintained awareness of product knowledge information, merchandise promotions and advertisements set forth by marketing team.
- Installed and placed permanent and paper point of sale materials.
- Collaborated with store managers to devise store layouts and establish aesthetic appeal.
- Established strong vendor relationships to maintain and support business.
- Conducted regular store audits to verify compliance with company policies.
Customer Service Representative/Sales Representative
Convergys Philippines Inc.
08.2013 - 09.2016
- Responsible in handling customer's complaints such as bill disputes, network issues etc
- Responsible for doing basic phone troubleshooting
- Responsible in assisting customer to do phone upgrades and new sales
- Perform quality assurance tasks by call listening to assure customer satisfaction is attained
- Handled customer inquiries and high volume calls to solve billing and ordering problems independently.
- Served customers with knowledgeable, friendly support at every stage of conversation.
- Informed customers of promotions to increase sales productivity and volume.
Customer Service Representative
Sutherland Global Services Inc.
04.2012 - 11.2012
- Responsible in assisting members to track their purchased item.
- Investigated and resolved customer inquiries and complaints quickly.
- Responsible in issuing a full refund for damaged and unclaimed items.
- Tracked customer service cases and updated service software with customer information.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed timely and effective replacement of damaged or missing products.
Customer Service Representative
Aegis Peoplesupport Inc.
09.2009 - 01.2012
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped customers book reservation for vacation or business trip
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responsible in solving customer's complaints regarding reservation (flights, hotels, cars and vacation packages
- Responsible in assisting the customers in making changes to their reservations
- Responsible for taking care of the customer's reservation whenever there are uncontrollable circumstances such as weather issues, political unrest, airline bankruptcies etc
- Responsible in answering customer's concerns regarding changes on their credit card related to reservation online.
Customer Service Administrator
Worklink Services Inc.
04.2007 - 03.2009
- Immediately brought critical issues to customer service manager for resolution.
- Coordinated product shipments with correct freight company.
- Assigned for the pre-screening and sorting process of credit card application
- In-charge of doing the MIS daily ensuring the confidentiality of credit card numbers
- Responsible for the submission of all the reports accurately needed by the service provider ahead of deadlines.
- Monitors pick-up and delivery time of applications to avoid penalties
- Collate and distribute mails
- Prepare communications such as memos, emails and other correspondence.
- Researched issues with shipments, product damage and incorrect product amounts.
Education
Certificate in Computer Secretarial -
University of Makati
03.2007
Skills
- Excellent communication and interpersonal skills
- CRM Proficiency
- MS Office Proficiency
- POS Systems Knowledge
- Cash Register Systems
- Administrative Support
- Customer Experience
Timeline
Sales and Field Merchandiser
Niche Marketing Management LLC
09.2021 - 07.2022
Retail Sales Executive Consumer Fixed, Enterprise Mobile, Government & Large Enterprise
Emirates Integrated Telecommunications Company (DU Telecom)
11.2016 - 07.2021
Customer Service Representative/Sales Representative
Convergys Philippines Inc.
08.2013 - 09.2016
Customer Service Representative
Sutherland Global Services Inc.
04.2012 - 11.2012
Customer Service Representative
Aegis Peoplesupport Inc.
09.2009 - 01.2012
Customer Service Administrator
Worklink Services Inc.
04.2007 - 03.2009
Certificate in Computer Secretarial -
University of Makati
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