Ingrid Escatron

Experience

• 

  TeleTech

  Jun 2014 - Jan 2017

  Customer Service Representative

  Account: Hewlett Packard (HP), US BasedPosition: Chat and Email Associate I• Responsible for responding to three customers at a time via a live-chat and writing Emails using NGenera/Moxie Software• Answer queries for HP Products, order updates including delays and escalations • Processing return for refund, cancellation and order placement via Salesforce• Provide exceptional support for troubleshooting and product expert referrals• Set up a call back between HP Specialist and order assistance• Hitting monthly and quarterly metrics score target such as Average Handling Time (AHT), Customer Satisfaction via Net Promoter Score (NPS), Productivity, Quality and Reliability Show less

• 

  QBE Insurance

  Feb 2017 - Feb 2019

  Data Analyst / Customer Support Officer

  Department: Australia New Zealand Operations (ANZO), New Zealand ProcessingPosition: Policy Support• Processing liability, property, marine and motor vehicle insurance policies for New Zealand operations using SiriusPure and Genius Software• Follow established policies, procedures and guidelines for work requests, problem resolution and escalating inquiries to business leads• Enter data into system and make updates or corrections while adhering to the guidelines• Analyzing all data from both Brokers and Underwriters• Phone communication with Underwriters through Skype daily• Process all emails related to product, process and policies and accomplish all reports as required by clients• Properly assess completeness of documents received and provide solutions if incomplete• Performs moderately complex clerical, administrative and general office duties Show less

• 

  TNC Group

  Mar 2019 - Aug 2022

  Customer Care Support

  • Coordinate with Manager and members towards compliance of all procedures. Providing and documenting weekly updates to drive customer satisfaction amidst delays• Responsible for the creation of project guidelines and FAQs• Training of new members concerning Email/Chat handling and process• Administering centralized Exchange database for resetting, blocking and deleting requests of customer accounts• In charge of daily allocation of team workload. Timely and accurate response to User inquiry regarding crypto currency (Token/Coin), centralized & decentralized Wallets and Exchange platform• Ability to analyze Blockchain transactions, spot errors and inconsistencies on the system • Documentation of customer inquiries via internal ticketing process for accurate tracking of problem reporting and resolution• Ensuring the completeness of customer documents for KYC verification and approval• Liaise with Developers regarding bug reports, customer feedback and escalating hacking cases Show less

• 

  NEO ZENTECH

  Sept 2022 - now

  Senior Customer Support Executive