Keann Estrera

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.

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.

Bachelor of Science - Business Administration, Major in Financial Management - PHILIPPINE WOMEN'S COLLEGE OF DAVAO (2018 - 2022)