2011
Bachelor in Broadcast Communication
Polytechnic University of the Philippines
More Info About Me
I have been in the BPO Industry for 11 years. I have been part of three well-known Financial Institutions in the U.S; HSBC, Capital One, and American Express. I spent most of my years providing services and addressing consumers' concerns.
Fun fact about myself is I love riding motorcycle with my partner. Whether I am just on the back ride or ride my own motorcycle. It is our way of destressing and our bonding as well. We love going to different places, trying out different foods and take pictures from beautiful sceneries.
I am interested in learning on how to start live streaming online games as I am also fond of playing online games.
My Skills and Competencies
Specialized in Data Entry and Analysis
Experienced Social Media Manager
Subject Matter Expert / Leadership Skills
Customer Care Professional
Content Creator
Paid Ads Strategist
Certificates
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My Experience and Education
2021
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2022
American Express International
(Customer Care Professional)
• Deliver world-class customer service, while responding to Customer inquiries and concerns via multiple channels (calls, chat, email, mobile messaging).
• Enhance customer’s experience by identifying opportunities to offer product based on our Cardmembers’ needs.
• Document necessary information, such as payment details, Customer change of details, change of address and travel notification.
2017
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2021
Capital One Philippines Support Services Corp.
(Advocacy Team – Data Entry and Management Coordinator)
• DATA ENTRY: Gathering of frontline agent's questions and track them through a consult tracker (Excel File)
• Perform the role of Team Leader Reliever for newly hired teams during their full training session.
• Provides immediate assistance to front line associates to better service customers by: ▪ Assisting in tool navigation: IRIS. TSYS. etc. ▪ Given additional empowerments to better support front line agents and give the best resolution for the customers ▪ Gather information regarding policies and procedures that does not make it easy for the customers to do business with the company
• Takes call-takeovers for both unsatisfied and satisfied customers.
• Addressing present concerns of internal customers by providing the best resolution and alternatives based on the company’s policies and regulations aiming to generate positive experience to external customers and mitigate negative impact to the business.
• Create training modules through Google Slides / MS Powerpoint, conduct trainings for new hires. Serve as point person for new hires during nesting period.
• Participate, as our Business Unit’s representative, in company-wide innovation meetings that aims to address pain points in our products and services
2013
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2017
Capital One Philippines Support Services Corp.
(Senior Representative – Branded Book Core Services)
• Retained customers through negotiation and providing value to their accounts.
• Served as POC whenever applicable and provided reports and updates regarding our team’s stats so we can be aware of our performance.
• Actively participated in up-trainings and allotted extra time for skill development exercises provided by our team leader.
• Provided product-wise assistance and support to new colleagues.
2011
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2013
HSBC Electronic Data Processing Philippines Inc. (HSBC HDPP Philippines)
(CSE-B-Call Center / Operations Associate – Retail Services Customer Care)
● Provided customer service to the customers which includes orienting them properly about the account’s products and services.
My Services
Data Entry and Analysis
Responsible of converting your paper forms into digital files or a database system including data analysis.
Social Media Management and Facebook Ads Management
From concept to delivery and optimization, work directly with clients to build and implement a profitable PPC campaign.
Customer Care Professional
Deliver exemplary customer service while responding to questions and issues from customers across a variety of channels.
Subject Matter Expert / Leadership Skills
Serves as the frontline workers' go-to person for mitigating adverse effects on the business.
Content Creator
Aid founders and online business owners to improve daily operations, customer interactions, and revenue.
Testimonials
Rommel Almeida
Caroline has made a reputation for herself as a subject matter expert on the roles she handled before, mainly on US credit card functions, features, and compliance regulations. A true multitasker; able to perform administrative duties while responding to inquiries from other colleagues. Carol had been one of my team Points of Contact (POC) entrusted with looking out after the team in my absence, tasks included absence management, performance stats updating and reporting, peer-to-peer coaching, and conducting training sessions specific to her role among others. Good communication and inter-personal skills with leaders and external customers, Carol is a great addition to any organization looking for a solid support system.
Mark Kyro Guinto
Caroline was my CCP/Team Assistant/Team POC. Caroline really made a huge impact towards the success of our Team. She was responsible in doing Email Management, reminding me on my daily schedule, and during my absences, she was responsible in overseeing my Team. Reporting the Team’s performance on a daily basis, finding opportunities and how we can address it accordingly.
Caroline has a strong attention to details, organized, and always finding a possible solution to every situation or obstacles being faced