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Information Technology
Don Honorio Ventura Technological State University
Your next partner towards success ..
Hi there! I'm Jake Esguerra.
I'm from Mexico, Pampanga, and a customer service-oriented professional with experience in quality analysis. I am passionate about client satisfaction, effective communication, and problem-solving. Detail-oriented and quality-driven, I value accuracy, high service standards, and delivering reliable solutions that meet and exceed expectations.
Outside work, I enjoy spending time with my furbabies (cats), playing computer games, riding motorcycles, and skateboarding. These hobbies reflect my curiosity, determination, and willingness to explore new challenges while helping me develop critical thinking and problem-solving skills.
Throughout my professional journey, I have gained valuable knowledge and experience from previous roles and mentors. I have developed strong attention to detail, organizational skills, accuracy, and practical and technical abilities. I can quickly adapt to different work environments, tools, systems, workflows, and products. I value efficiency, clear communication, and delivering quality results while meeting deadlines and exceeding expectations.
I consider myself a fast learner, adaptable, dependable, and goal-driven individual who welcomes new challenges and opportunities for growth. I believe every experience is an opportunity to learn, improve, and expand my knowledge.
As I continue my professional journey, I look forward to contributing my skills, knowledge, and experience to a team where we can grow, achieve meaningful goals, and succeed together.
If you're looking for someone who is eager to learn, takes initiative, works independently, and is committed to delivering results, I'd love to connect and explore how we can become partners in success!
My Skill Set
A curated collection of my skills, strengths, and professional capabilities.
Social Media Management
Technical
Content Creator
Administrative Support
Quality Assurance
Data Entry and Audit
Certificates
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My Experiences
A showcase of my professional journey, experiences, and career milestones.
2024
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2026
We Will Fix It LLC
(Senior Customer Service Executive)
Assisted clients via phone, email, and live chat, ensuring timely and accurate responses to inquiries with their home maintenance
Schedule client appointments based on technician availability to optimize daily workloads
Coordinated closely with technicians regarding job orders, schedules, and service updates
Reviewed, finalized, and closed technicians’ invoices to ensure accurate billing and records
Dispatch technicians for emergency bookings
2022
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2024
InfoSys BPM Ltd. (Voya Financial)
(Quality Analyst / Customer Service)
Assisted clients through phone, email, and live chat while maintaining service standards with their Financial Accounts
Oversaw quality audits for 70+ agents, evaluating phone calls, emails, and chat interactions for compliance and performance
Conducted weekly, monthly, and quarterly calibration sessions with company’s leadership to align quality standards
Provided ongoing coaching and development to agents to improve performance, customer experience, and compliance
Weekly, Monthly and quarterly performance reviews
2021
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2022
iQor Inc. (T-Mobile)
(Quality Analyst / Customer Service)
Assisted clients through phone, email, and live chat while maintaining service standards with their Phone Services
Oversaw quality audits for 70+ agents, evaluating phone calls, emails, and chat interactions for compliance and performance
Conducted weekly, monthly, and quarterly calibration sessions with company’s leadership to align quality standards
Provided ongoing coaching and development to agents to improve performance, customer experience, and compliance
Weekly, Monthly and quarterly performance reviews
2017
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2019
TaskUs Inc. (DoorDash)
(Customer Service Representative)
Assist customers via phone, email and chat.
Attend uptrainings and team meeting.
Backoffice works for Menu Transcription
2016
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2017
Convergys Limited (AT&T)
(Technicial/Customer Service Representative)
Assisted customers via phone, email and chat.
Resolve billing, technical and general inquiries with their TV and Phone Services
2014
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2016
Sutherland Global Services (Hughes Net)
(Technical/Customer Service Representative)
Assisted clients via phone, email, and live chat, ensuring timely and accurate responses to inquiries with their Internet Service
Services that I can support you with
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.
Customer Service
Understand customer needs, resolve concerns, and ensure satisfaction through effective communication and quality support
Quality Assurance
Ensures service quality by evaluating calls, identifying gaps, and improving agent performance and compliance.