Nids Esplana

Objective:  Increase the amount of my income from my work sources by not less than the competitive salary per year for each of the next five fiscal years while working at home. I would always want to pursue a work at home now that I am decided to spend quality time with my family and my son.

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Employment History

Customer Service/Administrator BrightWhite Smile

August 2014 - Present

Part-Time Role 
- Keep records of materials filed or removed
- Email handling
- Instagram Marketing
- Order Fulfillment
- Stock Inventory
- Tracking Info follow up
- Return/Reship/Replacement Handling

 

Customer Satisfaction Specialist Wish - ContextLogic, Inc

August 2014 - March 2015

ContextLogic is the developer of Wish, a leading mobile shopping app that puts an emphasis on fun and relevance and is currently used on iPhone, iPad, and Android devices. Wish routinely ranks in the top 10 shopping and lifestyle apps on Android and iOS app stores in the United States and dozens of other countries around the world. Wish is transforming online commerce.

Key Responsibilities :

- Respond to, triage, and resolve customer support tickets 
- Work with Manager of Operations to manage support issues and create efficient processes 
- Report on general temperature for customer support issues 
- Pass along any promising customer ideas and suggestions to the rest of the team  

 

Team Leader/Manager/VA Bridesire & The Green Guide

January 2014 - August 2014

Team Manager for 2 sister companies

- Responsible in coordinating supervision of the team in the Philippines with the team in New Jersey and workshop in China.
-Perform as a Support Center Representative, for both inbound and outbound client calls, with on-the-spot problem solving
- Support escalations (inbound, outbound, email and chat)
- Responsible in attendance monitoring
- Assign tasks to team members using asana and other tools
- Perform training for new hires
- Assist the manager in China as needed
- Provide customer service and technical assistance to customers like resetting passwords, escalations for returns
- Handle sensitive customer information
- Responsible on a day-to-day report to the store owner  

 

Customer Service/Order Entry MROSupply (homebased job)

February 2013 - January 2014

- Process website orders
- Answer emails sent to customer service
- Submit Purchase Orders to Vendors
- Follow up on PO's and SO's with Vendors and Customers
- Report progress on Order log system
- Process RMA/RGA
- Manage live chat support

 

Email Customer Service Lazada - Online Shopping

January 2013 - June 2013

- Handle emails 
- Handle Live Chats
- Handle Returns and Exchange
- Provide reports to the manager on a day to day basis

 

Team Leader Bruntech IT (homebased job)

January 2013 - April 2013

Remote SEO/Tech Support/Team Lead- Virtual Office at home)

- Create landing pages (SEO)- Place online ads

- Motivate the team and other members

- Conduct quick meetings with other members

- Monitor performance of the team

 

SEO Specialist/Remote Tech Support(Homebased) RemoteStaff-Bruntech (homebased job)

August 2012 - January 2013

SEO/Technical Support Representative (Australian Client)

• Process Incoming and Outgoing calls
• Outbound calls to follow up pending transactions and services
• Accessing different tools for the client and update some calendar meetings
• Remote assistance for virus removal updating some social media and blogs
• Creating landing pages and websites with known cms like wordpress, blogger,yola,weebly,wix, etc
• Handle messages and forward to the CEO
• Upload information and update wordpress
• Function as chat support
• Function as Email support

 

Tier 2 Tech support 24/7 Customer Phils. Inc

July 2008 - September 2012

- Multitask such as simultaneously using telephone and computer skills
- Effectively resolve problems and be efficient in a fast paced environment
- Configure and troubleshoot Internet applications (browsers, email, etc.)
- Apply advanced knowledge of computer hardware, software, and operating systems (Windows and Macintosh), networks and servers 
- Configure and troubleshoot internet security software (firewall, anti- virus, etc.)
- Demonstrated ability with hardware installation and networking  less

 

Level II Tech Support (Verizon) Teleperformance

July 2007 - December 2007

- Provide technical support on basic operational or maintenance of personal computers and /or peripherals using documented procedures and available tools
- Act independently to resolve support calls that are technically complex in nature
- Provide technical support on windows version computer supported like windows ’98,  ME, 2000, XP using documented procedures and available tools
-  Configure and troubleshoot networks (TCP/IP, File/Print Sharing, DNS, etc)
- Diagnose and troubleshoot the cause of unusual slowness, or Internet problems
- When necessary, refer to vendor if out of scope or tranfer to Dispatch or other departments as needed 

 

Tech Support Level I Teletech Customer Care Management Phils

December 2006 - June 2007

- Provide technical support on basic operational or maintenance of personal computers and /or peripherals using documented procedures and available tools
- Act independently to resolve support calls that are technically complex in nature.    
- Provide technical support on windows version computer supported like windows ’98,  ME, 2000, XP using documented procedures and available tools
-  Configure and troubleshoot networks (TCP/IP, File/Print Sharing, DNS, etc)
- Diagnose and troubleshoot the cause of unusual slowness, or Internet problems
- When necessary, refer to vendor if out of scope or tranfer to Dispatch or other departments as needed

 

Customer Service-JP Morgan Chase People Support-Aegis

October 2006 - December 2006

- process incoming calls for jpmc customers
- escalate necessary adjustments on the account

 

Team Leader Positive Vision Inc. ( Home TV Shopping)

November 2005 - September 2006

- Generate team reports and prepares decks for reviews.  
- Handles team’s metrics. Ensures that targets are met and done beyond.
- Coaching for agent’s, takes in escalation calls and handles customer complaints and is in charge of agent’s schedule and payroll disputes. 
- Apply Smart approach to agents that need improvement.
- Enroll agents to uptraining and free classes for development

 

Quality Analyst Positive Response Vision, Inc. (Home TV Shopping)

September 2003 - November 2005

- Call listening, mac calls
- Generate reports/relevant data for quality and operations and provides initiatives to the program. 
- Provide recommendation for process improvement.  
- Maintain and guarantee the adherence to company policies without sacrificing the service being provided . 
- Provide coaching and/or feedback for the holistic development of agents in the business. 

 

Inbound/Outbound Representative Positive Response Vision, Inc (Home TV Shopping)

March 2003 - September 2003

-keep customers updated by sending brochures of items in promo via fax and mail.
-process payments over the phone
-follow up schedule of shipping
-assist walk-in customers in the showroom
-submit customers feedback, suggestions and complaints to the csr head

 

Computer Clerk/Encoder Pililla Minicipal Hall -Pililla, Rizal

March 2002 - July 2002

- Data encoding (Vital Stats)
- Record keeping
- Advise and report at the Mayor's office as needed.

 

Message Adviser/Telecommunicatior/Sales agent Recall/Pocketbell/Index 152

August 1999 - January 2001

Oct.1,’00-Jan.31,’01 Recall Telecom Systems, Inc.Pasig City MessageAdviser
(Recall 138)
May 16,’00-Jul.6,’00 Phil. Wireless, Inc. Quezon City
Telecommunicator (Pocketbell 125) 
May 3,’99-Aug.7,’99 Multimedia Telephony,
Inc. Makati City Telecommunicator/Sales Agent (Index 152) 

- Accept & transmit messages accurately. 
- Refer complaints & system outages to the GL if needed.
- Render overtime work as required.
- Analyze obscene, libellous, threatening
& offensive messages.  less