Jerald Echague (Jera)

Excutive Operations - Operations at EXL Services | Suncorp & GIO Insurance (2025-02 – 2026-07)

• Handled around 30 inbound and outbound calls daily for home and car insurance inquiries and customer concerns.
• Prepared renewal documents and updated operational records based on policy requirements.
• Assisted customers with claims-related concerns and coordinated repair appointments with authorized repair shops.

Co-Owner at UniqueNovas | E-commerce (2024-06 – 2024-12)

• Updated Shopify product listings, including product titles, descriptions, images, prices, and other product details.
• Added and organized products sourced from Alibaba into Shopify.

Tier 2 - Customer Advisor at Teleperformance | ASOS British Clothes Retailer (2023-07 – 2024-04)

• Handled around 30 live-chat inquiries and 20 email inquiries daily regarding orders, returns, exchanges, and customer concerns.
• Assisted with fraud-related cases, discount and coupon concerns, and other order-related issues.
• Monitored order dispatches, returns, and exchanges and provided customers with relevant updates.

Subject Matter Expert at Teleperformance | Guitar Center & Musician’s Friend (2020-07 – 2023-04)

• Handled around 20 customer calls daily and 50 live-chat inquiries, involving stock availability, order releases, and order-related concerns.
• Provided agent support and handled around 10 escalated calls daily.
• Performed internal customer verification in line with fraud-prevention and risk-management procedures.

Bachelor of Arts in English Language Studies – La Concepcion College