NOGALADA, KRISTINE PASUMBAL
E-mail Add: ****************@*****.***
Mobile No: 092********
Address: Lt 23 Blk 26 Site 3 Southville, Brgy Sto. Tomas, Calauan, Laguna, Philippines
Profile
Exceptional skill in analyzing numbers and reports
Skilled in creating special reports and recommendations
Enthusiastic, driven customer service representative with more than two years of experience
Team motivator especially for the newbies
Awarded top quality performer and top CSR
Excellent money-handling skills and familiarity with the systems
Team player
Education
AB Mass Communication major in Broadcasting
Polytechnic University of the Philippines (2005-2009)
Sta. Mesa, Manila
Experience
Local Resource Planner- Analyst
Results Manila
July 2014-Present
-Manages real time queue and break optimization.
-Provides interval/special reports and give recommendation when needed.
-Coordinates with Operations about the staffing, KPI’s (Key Performance Indicators) and system issues and escalate it to higher department.
-Attends touchbase and client calls.
-Provides forecast and action plan based on the previous projections.
-Requests logins for the newly hired supports and agents
-Answers email in a timely manner
-Answers sickline for call-outs
-Mentors newly hired LRPs and attends orientation for the newly hires.
Customer Service Representative
Results Manila
September 2011-July 2014
- Provides customer service for those sending, receiving and paying bills.
- Skilled in assisting customer with problem with their transaction.
- Assigned POC of the team to assist teammates for their concern when team leader is not around
-Conduct mock coaching and SBS to the newbie’s on the team
-Knowledgeable with the common tools use by the supervisor
-Team player and team top performer.
Research Analyst
Area Research Center
Armed Forces of the Philippines
July 2009-September 2011
- Provides accurate information and consolidate reports from lower units to higher units and vice versa
- Assists and conducts trainings to the lower and counterpart units
- Selected to participate in seminars, private meetings, and briefings with higher officials of AFP, NGOs and local and national politicians.
-Provides and presents reports presentation to the AFP units and local and national offices including NGOs
-Submits letters and updates to the editor of the top newspapers and bulletins.
-Publishes magazine to promote AFP in the society
Related Skills
Good communication skills, IT knowledgeable (MS Word, MS Power Point, MS Excel)
CHARACTER REFERENCES
Hanna Lei Cruz
Program Manager
Results Manila
Raymond Chloi Dino
Workforce Management Supervisor