2012
Bachelor of Science in Information Technology
Cagayan State University
More Info About Me
A highly talented, detail-oriented individual and customer service advocate with experience in providing exceptional support and ensuring projects are completed on time. Strive in a fast-paced environment following established procedures and practices to exceed all customer expectations. Unique skills set offering exceptional organizational skills ensuring 100% customer satisfaction.
My Skills and Competencies
Data Entry
Graphic Design
Editing and Proofreading Lengthy Documents
Customer Service
Social Media Management
Administrative Works
Certificates
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My Experience and Education
2018
-
2021
AXA Philippines
(Customer Care Executive)
• Educated customers and answered queries on life insurance products and processes via outbound phone calls, live chat, email, and social media.
• Cross-trained and provided back-up for other customer service executives for particularly challenging calls and/or email cases.
• Trained new hires that will conduct outbound calls to customers to update their contact information and generate their daily call reports using Salesforce and Microsoft Excel (Pivot) to be submitted to the relevant team.
• Assigned to work with and train other employees from a different department to fulfill insurance applications made virtually by licensed financial executives.
• Passed the Philippine Life Insurance Exam (both for Life and Variable Life) to be able to conduct outbound calls to new insurance applications as required by the Insurance Commission to verify the applicants' details via a video call.
• Received numerous Customer Service Awards such as Quality Rockstar, Most Valuable Player, and Most Reliable Player from 2019 until 2021.
• Received a Pride of AXA Award for exceptional performance and exemplary behaviour last November 2019 and was recognised as a Service Ambassador last July 2021 for constantly assisting other departments with their callout requests.
2013
-
2018
Sports Bookie Online, Inc.
(Senior Customer Service Officer/Trainer)
• Worked hand in hand with the Assistant Managers within the department including a third-party consultant based in Singapore to form the SOP (Standard Operating Procedure) and Modules to be used by the whole Customer Service Department for the purpose of maintaining the highest quality of service as required by the Gaming Commission.
• Assigned to train and prepare newly hired Multi-National staff (Thai, Japanese, Korean, Vietnamese, and Filipino) using English as the primary communication language, discussing the step-by-step processes to be able to handle different Customer Service responsibilities as required by the Department.
• Handling and replying to customer inquiries through email, phone calls, and e-live clients.
• Providing feedback to Supervisor/head on customer's needs/feedback.
2012
-
2013
Convergys Philippines Services Corp.
(Customer Care Executive)
• Handle customer inquiries, complaints, billing questions and payment extension/service requests.
• Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
My Services
Administrative Works
Deal with the routine but essential tasks in business
Graphic Design
Create visual text and imagery concepts, by hand or using computer software, to communicate ideas that inspire, inform,
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry
Responsible for transferring paper formats into computer files or database systems.
Customer Service
Helps customers with complaints and questions, gives customers information about products and services.
Testimonials
Chelsey Isla
Kitt is a very fast and eager learner. She is very flexible and works gracefully even when she's put under pressure. I admired her passion and dedication at work, and I can say she is one of the best Trainers. If given a chance, I'd like to work with her again.
Majo Hearty Adriano-Panganiban
It's rare to come across a Senior Trainer/CS as Kristina! She is the most efficient trainer I ever encountered. Her proficiency in the English Language is one of her many competitive edges in the industry. Kristina's meticulous attention to detail keeps her professionalism and success evident in all areas and tasks assigned to her for many years. And I was particularly impressed also by her humour combined with words of wisdom that have eventually saved new hires' productivity level in the workplace, especially to me. She is completely worth keeping!
Elaine Sarmiento-Benavidez
We appreciate your immediate assistance in accommodating our call-out requests. Because of this, we are able to update our pending transactions and our customers' expectation as well. Your attitude towards your work is on an entirely different level. Good going, again, thanks for helping us.