YEYasmin Esterioso
@yasminesterioso
Customer service and operations leader specializing in technical support and escalation management.
United KingdomWhat I'm looking for
I am a customer service, operations, and technical support professional with over 10 years supporting global clients across security services, enterprise software, telecommunications, and IT environments.
I have a strong record managing high-volume inquiries, Severity 1 incident escalations, shift coordination, and client-facing operations in fast-paced, SLA-driven, remote settings.
My experience includes shift leadership, contractor sourcing and onboarding worldwide, quoting and sales support, scheduling and resource planning, and cross-team stakeholder coordination.
I am recognized for clear communication, operational leadership, problem-solving, and mentoring new agents to ensure SLA compliance and timely resolution of high-priority issues.
Experience
Work history, roles, and key accomplishments
Customer Service Support Shift Leader
Risk Global Management
Oct 2024 - Present (1 year 3 months)
Act as primary client contact for guarding and cleaning services, coordinating global shift coverage, contractor onboarding, quotes, and real-time escalations while ensuring compliance and SLA-driven incident management.
Freelance IT Recruitment Agent
CVHippo
Jul 2019 - Jan 2020 (6 months)
Conducted recruiter outreach and candidate sourcing for IT contractor placements, generating and qualifying leads and maintaining accurate records to support placements.
Technical Support Representative
Convergys Corporation
Feb 2014 - Oct 2014 (8 months)
Delivered technical and billing support for cable, internet, and phone services, handling 50+ interactions daily while meeting KPIs and resolving service and payment issues.
MISupported Professional and Premier customers, managing 50–60 cases daily including complex licensing and Severity 1 incidents, coordinating with global engineering to meet SLAs and mentor new agents.
MIProvided pre-sales support on pricing, promotions, and licensing terms, assisting customers with online purchasing and order processing to drive sales and compliance.
MIHandled inbound and outbound consumer support for software issues, performed first-level troubleshooting, resolved complaints, and supported onboarding and training as an SME.
Administrative Assistant
Aesthetics Voice Studio
Sep 2006 - Mar 2007 (6 months)
Managed calls, correspondence, student records, basic bookkeeping, and digital filing to support studio operations and administration.
Education
Degrees, certifications, and relevant coursework
LULiceo de Cagayan University
Master of Management, Information Technology Management
2016 - 2018
Completed 36 units toward a Master of Management in Information Technology Management between 2016 and 2018.
MTMindanao State University - Iligan Institute of Technology
Bachelor of Science, Information Technology
Graduated with a Bachelor of Science in Information Technology, majoring in Management Information Systems in April 2006.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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