Rai Esguerra
@raiesguerra
Customer & Client Relations Remote Professional with 19+ years of BPO experience across administration, operations, and social media.
PhilippinesWhat I'm looking for
I’m a customer and client-focused professional with 19+ years of BPO experience, having grown through roles in customer service, technical support, client retention, team leadership, training, and operations.
Over the years, I’ve developed a strong interest in digital tools, content creation, social media, and finding more efficient ways to work. I enjoy organizing information, solving problems, learning new platforms, and turning ideas into practical results.
More recently, I’ve expanded my experience into administrative and social media work, including content planning, community engagement, client communication, and digital marketing tasks. I’m comfortable working independently, adapting to new systems, and collaborating with different types of teams.
Outside of work, I’m interested in travel, music, lifestyle, fitness, fashion, and creative projects. I’m always curious about new ideas, tools, and opportunities that allow me to learn while contributing something meaningful.
Experience
Work history, roles, and key accomplishments
Led a special project supporting a team of content moderators requiring performance improvement. Managed administrative documentation, coaching sessions, attendance monitoring, and performance tracking.
Reviewed high volumes of photo and video content to ensure compliance with platform policies. Applied community guidelines accurately while maintaining quality and productivity standards.
Assisted Learning Experience Trainers in creating training materials, presentations, and learning resources. Facilitated weekly upskilling sessions to communicate policy updates and best practices.
Provided policy guidance and support to content moderators to improve decision accuracy. Assisted with coaching, quality feedback, and performance monitoring.
Reviewed high volumes of photo and video content to ensure compliance with platform policies. Applied community guidelines accurately while maintaining quality and productivity standards.
Subject Matter Expert – Sprint / T-Mobile
May 2010 - Mar 2021 (10 years 10 months)
Supported customer service representatives through coaching and policy guidance. Assisted with administrative reporting and performance monitoring.
Technical Support / Customer Service Representative - DISH
May 2010 - Mar 2021 (10 years 10 months)
Provided technical support for internet, television, and mobile services. Assisted customers with billing inquiries, payments, account updates, and dispute resolution.
Managed customer retention by resolving cancellation requests. Identified customer needs and offered tailored solutions to improve satisfaction.
Led and mentored retention specialists to improve customer retention performance. Conducted coaching sessions and monitored team productivity.
Customer Service Representative - Just Energy Texas
Jan 2009 - Dec 2009 (11 months)
Assisted customers with home service approvals and account-related concerns. Processed customer requests while maintaining service quality standards.
Customer Service & Technical Support Representative - Virgin Mobile USA
ICT Group (now Sykes Asia Inc.)
Jan 2008 - Dec 2008 (11 months)
Provided customer service and technical troubleshooting. Resolved account concerns while maintaining customer satisfaction.
Promoted credit card products to prospective customers. Assisted applicants throughout the application process.
Marketed financial products through outbound sales campaigns. Educated prospective clients on product features and benefits.
Education
Degrees, certifications, and relevant coursework
ICCT Colleges Foundation Inc.
Undergraduate Studies, Mass Communication
Undergraduate studies in Mass Communication with relevant coursework in business communication, organizational management, public relations, digital media, and marketing.
Exodus Experts
Career Boost with Power BI and AI, AI Tools, Microsoft Power BI, Microsoft Excel, Market Research, Strategy, and Analytics
Professional certification in AI tools, Microsoft Power BI, Microsoft Excel, market research, strategy, and analytics.
UniAthena
Diploma in Sales and Marketing Operations, Digital Marketing, Sales and Marketing Operations, CRM Strategies & Applications
Completed a diploma in sales and marketing operations and a diploma in CRM strategies and applications, along with basics of digital marketing.
UniAthena
Diploma in CRM Strategies & Applications, CRM Strategies & Applications
Completed a diploma in CRM strategies and applications, along with basics of digital marketing and a diploma in sales and marketing operations.
TaskUs
Team Leader Preparatory Academy - Leadership Training Course, Leadership
Completed the Team Leader Preparatory Academy leadership training course.
Concentrix University
Leadership Training & Workshops for Team Leaders, Leadership
Completed leadership training and workshops for team leaders.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Social media
Job categories
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