Lhea Estioco

Extensive experience in Sales and Customer Service (12 Years). Expert in customer care/communications, problem solving, relationship building and support. Organized, highly motivated, customer service oriented professional with a strong work ethic that has been successful in fulfilling challenging tasks and responsibilities.

CSR at Citibank (2024-09 – Present)

• Answering customer inquiries and providing information about products, services, and procedures.
• Addressing customer concerns, complaints, and issues.
• Escalating complex issues to appropriate departments.
• Maintaining accurate records of customer interactions and issues

Fraud Analyst at Concentrix (2022-06 – Present)

• Responsible for the prevention and detection of potential fraud across all payment channels by reviewing customers' accounts
• Monitor debit card fraud alerts daily and take necessary action to protect customers and the bank
• Identify fraud patterns through the monitoring of high-risk countries and merchants
• Contribute to the creation of fraud rules by providing analytical data to support decisions
• Ensure information flow and deliverables are met to mitigate fraud by facilitating weekly calls with external card fraud analyst at processor
• Review all alerts from external sources, including VISA CAMS, FICO, etc. and ensure that appropriate actions are taken to mitigate fraud
• Accurately document all actions taken on a case
• Verify activities through outbound calls and/or send "Potential Fraud Alert" emails to customers
• Responsible for reconciling debit card fraud disputes claims with the Master Fraud Transactions
• Provide support to the Operational and Business units of the organization on fraud related matters
• Regularly prepare reports for the bank's Risk Management Organization
• Responsible for maintaining knowledge of fraud situation in the industry
• Report risk information and findings to the immediate supervisor in a timely manner
• Actively participate in team meetings; share information and make suggestions for improvements to fraud operations.

Advance Associate (Cash Manager) at UNIQLO Philippines (2019-09 – 2022-03-14)

• Greeting customers, responding to questions, improving engagement with merchandise and providing outstanding customer service.
• Operating cash registers, managing financial transactions, and balancing drawers.
• Achieving established goals.
• Directing customers to merchandise within the store.
• Increasing in store sales.
• Superior product knowledge.
• Maintaining an orderly appearance throughout the sales floor.
• Introducing promotions and opportunities to customers.
• Cross-selling products to increase purchase amounts.

Ride Operator / Cashier / Party Host at Sparky's Amusement (2015-07 – 2019-03)

• Clean riding device.
• Identify and escalate any repair to management promptly.
• Inspect riding device for any malfunctions before opening to public.
• Ensure that all patrons are safely seated and safety belts and bars are secure before starting the rides.
• Follow device maintenance and safety procedures at all times.
• Monitor and report unsafe conditions to manager promptly.
• Provide excellent customer service.
• Responsible for the activities for the children and the guest during parties.
• As a cashier we are responsible in welcoming the customer.
• Answer the customer inquiries.
• Collecting payments and operating scanners and cash registers.
• As a cashier we serve also as a redemption staff.

Phone Banker (Call Center) at Wells Fargo Bank (2014-09 – 2015-03)

• Resolve customer concerns over the phone
• Offer products that meet customers' ongoing financial needs
• Care deeply about providing exceptional customer service
• Receive frequent recognition and rewards for exceeding their sales goals
• Enjoy making a positive first impression to all customers
• Must think critically, solve problems, and develop customer relationships

Quality Specialist at Teleservices Direct (2014-03 – 2014-10)

• Monitoring calls of the agents.
• Coaching the agents and giving feedback from their calls.
• Making sure that the agents follow the standard procedure in taking calls.
• Measures and evaluates the performance of the agent.
• Send email regarding the agents coaching and performance.
• Report to the quality manager for daily, weekly and monthly evaluations.
• Attend call calibrations daily, weekly and monthly with the groups of QA.

Sales Representative (Call Center) at Teleservices Direct (SXMSatellite Radio) (2013-04 – 2014-03)

• Enter information into a computer as you are speaking with customers
• Use multi-line phone systems
• Make arrangements for the installation, removal or change of services and/or products
• Establish accounts in billing systems
• Quote and compute rates for new services accurately
• Summarize the contact and explain what will happen next
• Assist with inbound calls during times of high volume
• Interact with other functional groups to ensure customer satisfaction
• Meet established productivity goals: sales, call handling time, records accuracy

Customer Service Rep (Call Center) at Teleperformance (Virgin Mobile USA) (2010-09 – 2013-04)

• Answer phones and respond to customer requests.
• Sell product and place customer orders in computer system.
• Provide customers with product and service information.
• Upsell products and services.
• Transfer customer calls to appropriate staff.
• Identify, research, and resolve customer issues using the computer system.
• Follow-up on customer inquiries not immediately resolved.
• Complete call logs and reports.
• Research billing issues.
• Research misapplied payment

Bachelor of Science in Business Administration – University of the Cordilleras

Secondary Education – Irisan National High School

Primary Education – Quirino Elementary School