Looking for a job

neil espinosam

@neilespinosam

Customer Service Representative at HelpFlow supporting e-commerce brands through live chat and email, resolving complex customer and technical issues.

Philippines

Message

What I'm looking for

I'm seeking a role where I can contribute my customer success and operational skills to a company's customer success and business growth.

At HelpFlow, I provide live chat and email support to multiple e-commerce brands, resolving complex inquiries and technical issues while maintaining service level agreements. I also identify recurring customer issues and share feedback to improve service processes.

Previously, I recommended services and closed sales at TELUS International, and managed a team of 20 customer service agents at Alorica. At Alorica, I introduced quality assurance measures that reduced customer complaints by 35%.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

HelpFlow

Sep 2023 - Present (3 years 2 months)

Provided exceptional live chat and email support to multiple e-commerce brands, ensuring high customer satisfaction rates. Resolved complex inquiries and technical issues efficiently while maintaining service level agreements.

Live Chat Email Support Ecommerce Customer Satisfaction Problem Solving Service Level Agreements

Sales Specialist

TELUS International

Dec 2022 - Aug 2023 (8 months)

Engaged customers through inbound/outbound calls to recommend services and close sales. Provided personalized solutions to meet customer needs, resulting in improved retention and upsell rates.

Inbound Calls Outbound Calls Sales Customer Retention Upselling Collaboration

Team Manager

Alorica

Nov 2019 - Dec 2022 (3 years 1 month)

Led a team of 20 customer service agents, managing performance metrics, coaching, and professional development. Developed operational strategies to enhance productivity and team engagement.

Team Leadership Performance Management Coaching Quality Assurance Operational Strategy Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

University of the East

Bachelor of Science, Computer Science

2014 - 2018

Bachelor of Science in Computer Science from the University of the East, with coursework in software and systems analysis, database management, and logical reasoning.

LinkedIn Learning

Certificate, Professional Development

Completed various professional development courses including Coaching Virtually, Conducting a SWOT Analysis, Conflict Resolution for Beginners, Excel Essential Training, and Setting Team and Employee Goals Using SMART Methodology.