Keann Estrera
Customer Experience & Back Office Specialist
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About
Result-driven Customer Experience and Back Office Specialist with over 3 years of progressive experience delivering high-quality multi-channel support (voice, email, and chat). Proven track record in managing complex billing inquiries, secure data transactions, and high-tier escalations under strict performance metrics. A proactive professional with demonstrated leadership experience as an Acting Team Manager.
Experience
Acting Team Manager - Alorica
(2025-11 - 2026-02)
- Provided operational guidance and leadership to support agents in a high-volume environment.
- Monitored team key performance indicators (KPIs) and resolved high-tier escalations to ensure customer satisfaction.
- Coached team members on troubleshooting techniques, process adherence, and efficiency protocols.
Back Office Specialist - Alorica
(2023-11 - 2025-05)
- Processed secure data transactions, payments, and complex account updates with high accuracy.
- Maintained internal system documentation and resolved high-priority, multi-step customer escalations.
- Demonstrated strong attention to detail and self-management in a highly compliant operational setup.
Customer Experience Agent - Alorica
(2022-10 - 2023-11)
- Delivered front-line customer assistance across voice, live chat, and email channels.
- Resolved billing discrepancies, managed consumer accounts, and consistently exceeded daily quality and productivity targets.
- Utilized deep product knowledge and empathy to provide efficient, solution-oriented customer care.
Education
Bachelor of Science - Business Administration, Major in Financial Management - PHILIPPINE WOMEN'S COLLEGE OF DAVAO (2018 - 2022)
