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Tricia Eslava

@triciaeslava

Message

Customer Service Representative at Concentrix resolving customer inquiries across phone, email, and chat.

Philippines

Message

At Concentrix, I handled inbound and outbound customer inquiries by phone, email, and live chat, resolving product questions, account concerns, and service escalations.

I processed orders, returns, refunds, and billing adjustments, and partnered with sales, technical support, and logistics teams to escalate complex cases and improve resolution speed.

At Quotes Direct, I conducted outbound lead outreach, qualified prospects, and scheduled appointments with sales representatives. Earlier, at McDonald's, I served customers and conducted weekly quality checks on food preparation and service standards.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Concentrix

Jan 2023 - Jan 2026 (3 years)

Handled high volume of inbound and outbound calls, emails, and live chats, resolving product questions, account concerns, and service escalations. Partnered with sales, technical support, and logistics teams to improve resolution speed and processed orders, returns, refunds, and billing adjustments.

Customer Support CRM Zendesk Order Processing Billing Active Listening Empathetic Communication Escalation Management Cross Functional Collaboration

Appointment Setter

Quotes Direct

Jan 2025 - Dec 2025 (11 months)

Conducted outbound lead outreach by phone, email, and messaging platforms, qualifying prospects' needs and fit. Scheduled and coordinated appointments between qualified leads and sales representatives, managing lead data in CRM and reporting results to support pipeline visibility.

Outbound Calling Lead Qualification Appointment Scheduling CRM Data Management Reporting Communication Skills

Part-Time Service Crew

McDonald's

Jan 2021 - Dec 2022 (1 year 11 months)

Delivered friendly, accurate service to 80+ customers per shift in a high-volume, fast-paced environment. Conducted weekly quality checks on food preparation and service standards, and collaborated with kitchen and logistics teams to expedite orders and reduce wait times.

Customer Service Food Safety Quality Assurance Teamwork Time Management Fast Paced Environment