Customer Service Representative

Karen Joy B. Doria

Cagayan de Oro City, Misamis Oriental

Value Statement: I am a detail-oriented virtual professional with expertise in customer service, operations supervision, and administrative support. Skilled in data analysis and process optimization, I ensure efficiency and accuracy in every task. Committed to delivering high-quality results, I bring reliability, adaptability, and strong communication to remote work environments. Summary of Qualifications:

1. Having managed teams and ensured performance excellence for more than two years as an operations supervisor, my team consistently receives their monthly bonuses. 2. As a supervisor with expertise in administrative duties, reporting, and workflow management, I consistently made sure to produce all reports in a comprehensive manner to guarantee that the action plan was completed on schedule and without any delays.

3.In my two years as a supervisor, I have consistently met the attrition rate goal, regularizing over thirty representatives and fifteen of them promoted to other departments. Professional Experience

October 2022- Dec. 17, 2024 Teleperformance Cagayan de Oro City, Mis. Or.

Operations Supervisor

● Increased team performance metrics by implementing data-driven strategies and targeted coaching, by doing side by side monitoring, call listening and provide instant feedback

● Enhanced employee retention by fostering a supportive and growth-focused work environment, focusing on productivity and attrition.

● Streamlined reporting and tracking systems, improving efficiency and decision-making, by providing real time assistance and intervention if needed.

May 2022- September 2022 Teleperformance Cagayan de Oro City, Mis. Or.

Customer Resolution Expert

● Developed quality monitoring strategies that enhanced agent performance and compliance.

● Reduced escalations by implementing targeted coaching and resolution techniques. April 2021- April 2022 Teleperformance Cagayan de Oro City, Mis. Or.

Customer Service Representative

● Maintained high customer satisfaction scores through effective communication and problem-solving, by actively listening to customer verbal cues, handles 25-30 calls in a day.

● Consistently met or exceeded performance metrics, including call resolution time and service quality specially if customer having issues with thrift billing concerns and service issues.

● Increased customer retention by providing tailored solutions and proactive issue resolution. always attempt to save customers by listening to where they are coming from. Relevant Training:

General Admin Virtual Assistant - training knowledge

• Buyer and seller real estate practices including documentation per transaction type.

• Acquisition and liquidation of Bank Owned property

• Bank qualifications/approval for Short Sale, Real Estate Owned properties

• MLS property search and listing process including legal property description requirements

• Offer preparation; basic forms and terms and conditions within contracts

• Transaction Coordination timeline, pertinent documents required for sale and escrow

• Create listing flier and post on Craigslist

• Blog research and writing

• Maintaining real estate social media accounts

Portfolio:

Wordpress link:

Virtual Tour Link:

Video Editing Project Link:

Education

2014-2016

Eulogio Amang Rodriguez

Institute of Science and

Technology

General Mariano

Alvarez, Cavite

Associate in Office Administration

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