Emil Nicolo Loresca
Dubai,United Arab Emirates
Summary
Dedicated customer service and operations professional with extensive experience in customer support, payroll processing, and client relationship management. Skilled in problem-solving, compliance, and improving customer satisfaction. Recognized for delivering top-tier service, streamlining processes, and enhancing team performance in fast-paced environments. Passionate about contributing to business success through strong communication, attention to detail, and a customer-centric approach.
Overview
11
11
years of professional experience
Work History
Financial Advisor
Pru Life UK
Makati , Philippines
09.2022 - 07.2024
- Analyzed clients' financial situations and provided tailored life insurance solutions.
- Developed and presented financial plans aligning with clients’ long-term goals and risk tolerance.
- Provided ongoing client support, ensuring satisfaction and policy optimization.
- Achieved Branch Achiever Award by closing PHP 387,000 total APE for 2023.
Customer Care Specialist (Remote)
Pinwheel - Smartphone for Kids
Texas, USA
06.2021 - 11.2023
- Managed and resolved customer inquiries via live chat, email, and phone, improving CSAT scores.
- Delivered product guidance and troubleshooting, ensuring seamless user experiences.
- Supported order placement, managed return and refund processing, tracked orders, and conducted inventory checks.
- Processed account changes and invoice requests using Stripe, while tracking pending cases in Zendesk/Notion.
- Boosted Google Review ratings (4.6/5) and Trustpilot (4.5/5) by securing 19+ five-star reviews.
- Led new hire training and one-on-one coaching to enhance onboarding and productivity.
Payroll Input Analyst
ADP Philippines Inc.
Makati, Philippines
08.2016 - 04.2021
- Assisted small and medium business clients with accurate payroll processing and compliance.
- Maintained utmost accuracy whilst handling confidential and sensitive data.
- Reviewed and audited payroll reports, ensuring accuracy in journal entries and taxation.
- Managed client requests, including employee additions, terminations, and final pay calculations.
- Performed various administrative tasks, including photocopying, scanning, documentation, and data entry, to support team operations.
- Consistently awarded for top performance in accuracy(100%), customer satisfaction, and quality assurance.
- Specialized in year-end payroll adjustments and compliance for the United Churches of Canada.
- Audit-trained
Email Support Representative
IBEX Global PH - LYFT
Parañaque, Philippines
11.2015 - 05.2016
- Handled a high volume of customer inquiries via email using Zendesk.
- Assisted drivers and passengers with service-related concerns, app usage, and documentation.
- Maintained high performance in First Contact Resolution and Customer Satisfaction metrics.
Customer Service Representative
Sykes Asia Inc. - Rogers CHATr
Makati, Philippines
09.2013 - 10.2015
- Managed inbound and outbound customer service calls, addressing account and billing concerns.
- Assisted customers with mobile troubleshooting, plan adjustments, and account modifications.
- Delivered high-quality service, meeting KPIs for customer satisfaction and resolution rates.
- Participated in team meetings sharing best practices for improving service delivery.
Education
Bachelor of Science - International Hospitality Management, Hotel and Restaurant Administration
Lyceum of the Philippines University
04.2001 -
On the Job Trainee - HOUSEKEEPING DEPARTMENT
Mandarin Oriental Hotel Group
01.2013 - 04.2013
Skills
- Customer Service & Client Support
- Live Chat, Email & Phone Support
- Complaint Resolution & Troubleshooting
- Canadian Payroll Processing
- Compliance & Regulatory Adherence
- Team Collaboration & Leadership
- Process Improvement & Efficiency
- Multitasking & Time Management
- Communication proficiency
- Attention to Detail
- Administrative Support & Documentation
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TOOLS & TECHNOLOGIES
- CRM & Ticketing Tools: Zendesk, Re-amaze
- Financial & Payroll Systems: ADP Payroll(J500(DOS-based) & Teampay Live), Siebel, Stripe
- Productivity & Collaboration: Notion, Siebel, Slack, Gather, Zoom, Microsoft Office Suite, Google Workspace
- Citrix Workspace
Timeline
Financial Advisor
Pru Life UK
09.2022 - 07.2024
Customer Care Specialist (Remote)
Pinwheel - Smartphone for Kids
06.2021 - 11.2023
Payroll Input Analyst
ADP Philippines Inc.
08.2016 - 04.2021
Email Support Representative
IBEX Global PH - LYFT
11.2015 - 05.2016
Customer Service Representative
Sykes Asia Inc. - Rogers CHATr
09.2013 - 10.2015
On the Job Trainee - HOUSEKEEPING DEPARTMENT
Mandarin Oriental Hotel Group
01.2013 - 04.2013
Bachelor of Science - International Hospitality Management, Hotel and Restaurant Administration
Lyceum of the Philippines University
04.2001 -
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