Timothy Estrada

Detail-oriented professional with 5+ years of experience in CRM systems, customer data management, case/ticket resolution, regulatory compliance, and generating performance reports. Proven expertise in maintaining high data quality standards, supporting system enhancements, analyzing trends, and delivering responsive stakeholder support. Strong background in Microsoft Office (Excel, Word, PowerPoint), data entry, records management, and process optimization.

Seeking a CRM Coordinator role to contribute to data integrity and operational excellence.

Trust & Safety Analyst – Ban Appeal Quality Specialist / Tax Rebate Specialist - PartnerHero - Taguig City, Philippines

(2023-01 - 2024-12)

• Maintained and updated high-volume customer and account data in CRM/ticketing systems, ensuring accuracy, data quality, and regulatory compliance.
• Investigated and resolved 50–80 complex cases daily, raising and supporting resolution of tickets, conducting root-cause analysis, and recommending system/process improvements.
• Produced detailed reports and performance summaries, identifying trends and insights to support decision-making and risk reduction.
• Provided responsive support to teams and clients while strictly adhering to data protection and privacy standards.

Back Office Coordinator – Client Operations / Prescription Support - GC Services Inc. - Pasig City, Philippines

(2022-01 - 2023-12)

• Coordinated operational data and records across client accounts using database/CRM systems, resolving discrepancies and system tickets in real-time.
• Delivered specialized prescription support by managing patient inquiries, coordinating with pharmacies and teams, and maintaining accurate case records in compliance with privacy standards.
• Generated regular performance reports and supported workflow optimization to meet SLA requirements and ensure data integrity.

Floor Manager - The Boba Slush - Taguig City, Philippines

(2021-01 - 2022-12)

• Managed operational records, inventory data, and team performance, optimizing processes and data accuracy.

Customer Service Specialist (Email, Phone & Chat Support) - OAMPI Inc. - Makati City, Philippines

(2019-01 - 2020-12)

• Managed high-volume customer inquiries and ticket resolutions via CRM systems, consistently achieving CSAT and response time KPIs.
• Updated and maintained customer records with high accuracy, ensuring data quality and proper documentation for audits.
• Provided training and support to team members while handling multiple cases simultaneously.

Bachelor of Science - Business Administration – Major in Business Management - Lyceum of the Philippines University (2014-01 - 2018-12)