Ralph Ryan Esguerra

• Manage the monthly processing of client claims in alignment with subscription levels and service agreements. • Provide dedicated support to global clients on the company's platform, ensuring contract compliance and high standards of service. • Conduct detailed contract reviews to ensure monthly claims reflect the terms of service. • Calculate and apply necessary adjustments based on system outage percentages to ensure fair and accurate claim processing. • Facilitate approval processes for high-value claims, balancing client satisfaction with company interests.

• Deliver actionable insights through analysis of sales and performance data using internal SAP applications. • Provide support in forecasting efforts, utilizing tools such as Totango, SAP HANA-HARMONY, CRM, ADRM, and PHM. • Offer contract consultation and lead discussions to optimize contract outcomes. • Manage regional access authorizations and application permissions to support efficient operations. • Troubleshoot post-report generation issues, ensuring data accuracy through thorough validation and analysis across various reporting periods (e.g., current quarter, subsequent quarters, and prior quarters).

Providing sales data to the AE’s. Giving the total sales occurred in a weekly, monthly and quarterly basis. Providing assistance in technical problems or re calculation in sales data. Deal and contract consultation and or troubleshooting.

* Processing of client's monthly claims based on the monthly subscription availed. * Assisting worldwide clients under the company Platform and contracts. * Reviewing contracts to align with the monthly claims. * Giving the adjustment calculation depending on the percentage outage of a certain system cloud before processing the adjustment claim. * Processing approval request for high amounts to maintain the interest of the company.

• Attending Escalations from front liners such as damage, quality complain, delayed delivery, price and cost discrepancy complain, and other tier 2 escalations. • Attending payment confirmations using our assigned tools. Critical to provide since payment is the key to proceed the orders being sent using the platform. • Giving assistance for tier 2 concerns. • Giving resolutions or advise to customers who complain throughout our channels such as Facebook, Instagram, IOS/Android Store comments, Google Reviews, Market places like Lazada and Shopee for both Philippines, Singapore, and Malaysia. • Focusing to maintain the above average score in operations, marketplaces, google review, and store website review. • Giving assistance for IT concerns both internal Photobook Employees and external Photobook customers. Such as; Laptop update, Laptop issues (Slow response, Slow internet connection, browsing issue etc.) • VPN Set up (Access, application set up, and admin for password reset purposes) • Assisting to provide the usual balancing in bandwidth traffic using the provided tool from our IT team.

• Attending customer’s inquiry for both chat, email and calls internationally. • Assisting customers in using our platform, designing their projects, choose a template, basic trouble shooting for browser or server issues. • Maintaining above average score in the given metrics of the company. • Offering promotions that will suite to customer’s desire project and for them to enjoy their projects in low cost or in strategic way. • Following orders for delayed delivery.

• Attending calls and email for both passenger, driver, and operators. • Helping for the operators and drivers such as; advising in the application process, using the platform effectively, maintaining the ratings for passenger’s trust. • Helping passenger’s issue such as application update, tracking the drivers, updated promotions and lost items. • Escalating complains immediately to our supervisor for sensitive complains to maintain the quality and trust. Immediate balance assistance will be provided to both driver and the complainant.

• Able to handle one team after their training. • Monitored and reported QA results after coaching to my immediate supervisor. • Monitored and helped the team to maintain at least not more than 10% FCR record per day. • Cascading new process and some alignment for operations or product innovation. • Initiate daily catch up to address issues concerning the product process, operation’s services, and some personal issues. • Help to investigate possible fraudulent accounts in maintaining the security imposed by the company and reporting it accordingly once confirmed probable cause.

• Attending customers inquiry through inbound call. • Assisting customers concerning their account subscription, plan allocation, and mobile data. Giving basic trouble shooting in such issues like slow internet, intermittent signal, inbound/outbound call/text issues, and 3g/4g(LTE) activation issues. • Got the opportunity to be a universal agent – meaning I can handle different line of business such as re-connection process, tier 2 technical service (Critical tools for signal and account concerns), Loyalty in outselling promotions and retention process.