Elvie Esmeralda
Quezon City,Metro Manila
Summary
Flexible Customer Service Representative with 2 years of success in resolving customer concerns and inquiries. Skilled at accurately documenting call details, preparing reports and arranging service. Well-versed in providing helpful answers and relevant information to retain clients/customer.
Overview
1
1
Certification
7
7
years of post-secondary education
14
14
years of professional experience
Work History
Logistics Customer Service Representative
Telus International
Quezon City, Metro Manila
03.2026 - 08.2026
- Addressed customer service enquires quickly and accurately.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Handled high-volume telephone calls to address and resolve customer queries.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
- Stayed current on policies, procedures and standards to offer optimal support.
- Coordinated with logistics teams to optimise delivery schedules, reducing wait times and improving customer satisfaction scores.
- Scheduled new product deliveries.
- Participated in cross-functional team meetings to discuss logistics challenges, contributing valuable insights from a customer service perspective.
- Coordinated with logistics partners to facilitate smooth import and export processes, minimizing delays and customer complaints.
- Analysed customer feedback to identify areas for service improvement, implementing changes to boost customer experience.
- Negotiated with suppliers and carriers to secure cost-effective shipping options without compromising on service quality.
- Prepared detailed reports on customer interactions, highlighting trends and areas for future improvement in service delivery.
- Collaborated with sales and logistics teams to ensure accurate and timely information was shared, optimizing operational efficiency.
- Implemented customer satisfaction surveys to gather insights, using data to drive service enhancements.
- Oversaw the claims process for damaged or lost shipments, working diligently to resolve issues and compensate customers appropriately.
- Managed comprehensive tracking of customer shipments to provide timely updates and maintain satisfaction levels.
- Updated customers on regulatory changes affecting their shipments, providing necessary guidance to navigate complexities.
Customer Service Expert 1
Teleperformance
Quezon City, Metro Manila
07.2024 - 02.2026
- Remained calm under pressure to handle customer complaints and solve problems.
- Built rapport with customers through courteous and professional communications.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maintained working knowledge of available products and services for enhanced customer service.
- Gave clients information about available products and services to build awareness.
- Listened to clients to identify requirements and prepare accurate tickets for further action.
- Attended regular training to enhance performance and expand knowledge.
- Processed and issued product orders and service upgrades for customers.
- Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Led weekly team meetings to discuss performance metrics, encouraging a culture of continuous improvement and excellence.
- Conducted customer satisfaction surveys and analysed results to identify areas for service enhancement.
- Analysed call centre metrics to identify trends and opportunities for process improvements.
- Developed and maintained a comprehensive knowledge base of products and services for efficient customer support.
- Processed customer returns and exchanges, adhering to company policies while ensuring a positive customer experience.
Barangay Nutritionist Scholar
Barangay Quezon Hill
Baguio City , Cordillera Administrative Region
12.2023 - 05.2024
- Assessed individuals to determine nutrition requirements and recommended individualised care plans.
- Offered nutritional advice to individuals and populations for maintaining, decreasing risk to or restoring health.
- Educated patients, families and communities on nutrition, diet planning and food preparation to maximise health benefits and decrease risks to health.
- Monitored meal intake and quality to provide nutritional care in settings offering food services.
- Coordinated intervention efforts to improve nutritional levels among individuals and communities.
- Developed and distributed educational materials on nutrition and health maintenance.
- Created and maintained case studies to evaluate and provide evidence of nutrition programme benefits.
- Produced printed materials and website content to educate on dietary habits and nutritional needs.
- Documented client progress, notes and programme adjustments in EHR software.
Home Baker
N/A
Baguio City , Cordillera Administrative Region
01.2021 - 04.2024
- Maintained strict hygiene standards in all baking and preparation areas, complying with health and safety regulations.
- Monitored cooking times for efficient use of ovens and other equipment.
- Maintained safe and sanitary area by checking food products' temperature and freshness.
- Measured, mixed and prepped raw materials to recipe specifications.
- Set oven temperatures and monitored or modified when needed to deliver perfectly baked goods.
- Monitored oven temperatures and cooking times meticulously, producing consistently well-baked items.
- Combined ingredients following precise recipes, mixing and blending to prepare for baking.
- Designed new recipes based on trends and customer requests.
- Iced, glazed and decorated baked goods to design specifications.
- Melted and tempered chocolate to create special items and designs for cakes and stand-alone decorations.
- Used artistic abilities and creativity to design stunning cake decorations.
- Maintained current knowledge of pricing, ingredients, product availability and current promotion.
- Adhered to stringent food safety and hygiene standards, maintaining a clean and organised baking environment.
- Conducted market research to identify trends in home baking, adapting product offerings to meet consumer demands.
Wait Staff Member
Baguio Country Club
Baguio City , Cordillera Administrative Region
10.2013 - 09.2014
- Served meals and drinks with professionalism and care, ensuring timely delivery to maintain high standards of service.
- Supported team members during rush hours, demonstrating flexibility and teamwork in a fast-paced environment.
- Delivered friendly and fast service to process high-volume food and drink orders at peak times.
- Maintained safe hygiene and food handling standards for full compliance.
- Cleared and reset tables with clean service ware to uphold faultless restaurant standards.
- Greeted new customers and offered immediate seating assistance.
- Maintained cleanliness and organisation in dining and service areas, adhering to health and safety regulations.
- Laid tables with clean cutlery, crockery and glassware throughout sittings.
- Took accurate food and beverage orders, relaying specific dietary requests to kitchen staff to meet diverse customer needs.
- Reset tables between guests to maintain professional dining space and minimise service delays.
- Maintained extensive knowledge of food, drinks and menus to answer customer queries.
- Resolved customer complaints to maintain satisfaction and business loyalty.
- Processed payments accurately, handling cash, card transactions, and splitting bills as requested by customers.
- Documented customer orders, calculated bills and processed payments.
- Removed discarded trash and used dishes from customer tables.
- Inspected tables before guest arrival, maintaining establishment high-quality standards.
- Collaborated with kitchen and bar staff to ensure smooth operation and quick resolution of any service delays.
- Polished bar glasses and cutlery, maintaining excellent bar presentation.
- Suggested menu items and related beverages matching guest preferences.
- Seated guests quickly and coordinated timely service to minimise table wait times.
- Checked on designated tables at appropriate intervals to refill drinks, respond to requests and receive customer feedback.
- Delivered exceptional service by greeting and serving customers in a timely, friendly manner.
- Monitored customer satisfaction throughout the dining experience, promptly addressing any issues to uphold service quality.
- Assisted in setting up the dining area for service, including table arrangement and decoration to create an inviting environment.
- Informed guests of daily specials and menu offerings to facilitate decisions on starters, mains and desserts.
- Completed daily opening and closing checklists to maintain standards and ready dining rooms for service.
- Retained knowledge of current menu selections for accurate, reliable customer guidance.
- Anticipated and addressed guests' service needs.
- Managed table assignments efficiently, maximising dining space and reducing wait times for guests.
- Coordinated team members to take, serve and clear orders accurately and promptly.
- Greeted patrons warmly upon entry, delivering immediate and attentive service to foster a welcoming atmosphere.
- Helped bar staff prepare garnishes and restock inventory before service.
- Operated POS register to input orders and process customer payments.
- Assisted in the planning and execution of special events and functions, providing exceptional service to large groups.
- Conducted inventory checks and restocked service items to ensure availability and readiness for peak dining periods.
- Utilised knowledge of food and wine pairings to offer suggestions, enhancing customers' dining experiences.
- Demonstrated flexibility by taking on additional responsibilities, such as barista duties, during busy periods.
- Participated in team meetings to discuss service improvements and implement new procedures effectively.
- Expertly recommended wines and other beverages to complement specific dishes, enhancing dining experiences.
- Assisted in setting up the dining area, including arranging table settings and decorations, to create a welcoming atmosphere.
- Addressed and resolved customer complaints with patience and diplomacy, maintaining a positive reputation.
- Processed payments accurately, including cash, credit cards, and vouchers, ensuring smooth end-of-meal transactions.
- Memorised menu items and their ingredients to answer customer queries confidently and make recommendations.
- Monitored inventory levels of dining supplies, such as cutlery and napkins, and restocked as necessary.
Kitchen Crew
Jollibee Foods Corporation
Baguio City , Cordillera Administrative Region
02.2013 - 07.2013
- Followed all rules and regulations related to safe food handling, preparation and storage.
- Stored food according to safety procedures, protecting from spoilage and preventing waste.
- Washed and put away cookware, utensils and dishes.
- Followed recipes to achieve food quality and consistency.
- Helped kitchen team prioritise and complete high-volume orders in busy restaurant environment.
- Maintained high levels of kitchen hygiene, including cleaning surfaces and equipment regularly.
- Maintained cleanliness and organisation of kitchen stations and storage areas.
- Helped open the kitchen by completing tasks, including deep cleaning and preparing ingredients.
- Maintained strict hygiene and cleanliness standards in all kitchen areas to comply with health and safety regulations.
- Completed daily cleaning and restocking checklists to support kitchen operations.
- Assisted in kitchen closing duties, carrying out sanitation tasks and organising stock for next day opening.
- Prepped ingredients in advance to speed up cooking times during peak hours.
- Disinfected food preparation areas for improved kitchen hygiene.
- Managed kitchen cleaning duties to keep all areas and workstations organised, well-stocked and free from hazards.
- Removed waste and inadequate food items regularly to keep work spaces neat and clean.
- Disposed of kitchen waste and recycling appropriately.
- Monitored food temperatures during storage and cooking to comply with food safety regulations.
- Collaborated with team members to streamline cooking processes, reducing wait times for customers.
- Conducted regular cleaning and maintenance of kitchen equipment to prevent malfunctions and prolong life.
- Used kitchen equipment according to manufacturer's instructions and company safety protocols.
- Monitored food temperatures during cooking and storage to adhere to safety guidelines.
- Checked stock was stored at correct temperatures to limit spoilage.
- Deep cleaned preparation tables, workspaces and floors to reduce hazards and support sanitation requirements.
- Weighed ingredients for accurate portion control.
- Monitored inventory storage areas and periodically rotated stock to move oldest products and support freshness.
- Managed inventory, conducted stock checks, and reordered supplies to maintain optimal kitchen operations.
- Participated in weekly meetings with management and staff to discuss performance and operational improvements.
- Implemented cost-saving measures in food preparation, reducing waste and increasing kitchen efficiency.
- Enhanced presentation of dishes before service, ensuring visual appeal and adherence to portion control guidelines.
- Upheld strict confidentiality regarding recipes and preparation techniques as per restaurant policy.
- Actively participated in kitchen meetings, providing feedback and suggestions for operational improvements.
- Managed inventory, conducted stock checks, and reordered supplies to maintain kitchen efficiency.
- Maintained orderly storage areas, implementing FIFO system to minimise spoilage and ensure freshness of ingredients.
- Collaborated with kitchen staff to ensure timely preparation and delivery of meals.
Education
Vocational Graduate - Hotel and Restaurant Services
Baguio City School of Arts and Trades
Baguio City , Cordillera Administrative Region 03.2010 - 03.2012
Baguio City National High School-Main
Baguio City , Cordillera Administrative Region 03.2006 - 03.2010
Mabini Elementary School
Baguio City , Cordillera Administrative Region 06.2005 - 03.2006
Skills
- Customer relationship management
- Problem resolution
- Service quality monitoring
- Call handling
- Performance improvement
- Customer satisfaction
- Effective communication
- Time management
- Empathetic listening
- Positive attitude
- Multi-tasking
- Customer service excellence
- Problem-solving
- Creative thinking
- Written and verbal communication skills
- Basic computer knowledge
- Microsoft Office
- Time-management
- Professionalism
- Active listening
- Verbal and oral communication
- Data Entry
- Basic Technical troubleshooting
- Order processing
- Product knowledge
- Empathy understanding
- Outstanding customer service
- Customer loyalty building
- Logistics knowledge
- Understanding customer needs
- Complaint handling
- Multi-Tasking in it systems
- Time efficiency
- Order tracking
- Complaint resolution
Certification
- Front Office Certificate of Training
- Bartending Certificate of Training
- Housekeeping Certificate of Training
- Bread and Pastry Production Certificate of Training
- Commercial Cooking Certificate of Training
- Food and Beverage Services Certificate of Training
- Training on Basic Course for Barangay Nutritionist Scholars
- Hands only CPR Certificate of Training
- Nutrition Education and Livelihood Caregivers Class
Timeline
Logistics Customer Service Representative
Telus International
03.2026 - 08.2026
Customer Service Expert 1
Teleperformance
07.2024 - 02.2026
Barangay Nutritionist Scholar
Barangay Quezon Hill
12.2023 - 05.2024
Home Baker
N/A
01.2021 - 04.2024
Wait Staff Member
Baguio Country Club
10.2013 - 09.2014
Kitchen Crew
Jollibee Foods Corporation
02.2013 - 07.2013
Vocational Graduate - Hotel and Restaurant Services
Baguio City School of Arts and Trades
03.2010 - 03.2012
Baguio City National High School-Main
03.2006 - 03.2010
Mabini Elementary School
06.2005 - 03.2006