HELLO! I’M KRIS
Come Explore
PROFILE
Personal Profile
Motivated and determined:
I am a quick learner and I can easily adapt to the work environment. I've mastered what I'm doing now but I'm working on improving myself and I'm happy to learn further skills. I'm able to easily share these knowledge and skills I acquired to my team and lead them to perform better to meet the goals.
Flexible, responsible and proactive:
I am always ready to perform the duties and responsibilities expected from a professional. I'm able to maintain good relationship with others even under pressure.
MY EXPERIENCE
Background & Expertise
KROS HOLDINGS
SALES REPRESENTATIVE
COMPLIANCE MANAGER
SOCIAL MEDIA MANAGER
April 2018 to November 2019
Wins:
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Have been a consistent top seller in Live Chat, contributed over AUD 300,000 worth of sales .
Duties:
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Responsible for answering queries and assisting customers through chat and identifying needs to offer solutions.
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Review calls of sales agents and chat transcripts of live chat agents to ensure quality and send reports of compliance monitoring on a regular basis.
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Responsible for managing Facebook post management - lead generation and engaging followers.
MAYFIELD REAL ESTATE INVESTMENTS INC.
REAL ESTATE VA
November 2017 - March 2018
Wins:
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Successfully gathered and qualified listings for email marketing purposes.
Duties:
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Handles administrative tasks and email management.
R3M
EXECUTIVE VIRTUAL ASSISTANT
April 2017 - April 2018
Wins:
Successfully gathered and qualified over a thousand leads for marketing purposes.
Duties:
Handles administrative tasks, social media accounts, email management and marketing. Recruit a professional team for projects, conduct training, assign tasks and follow through to completion.
TELEPERFORMANCE
TRAINER
CUSTOMER SERVICE REPRESENTATIVE
October 2012 to July 2016
Wins:
Consistently a top performing agent gathering the highest customer satisfaction (NPS) scores, promoted to Training and Development after 6 months in the production floor.
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Duties:
CSR: Front line of support for customers to ensure they are satisfied with products and features. Offer additional services and handle bill disputes.
Trainer: Develops newly hired employees to have the knowledge and skills to perform well in the operations. Facilitate training for updates and changes in the processes and systems for all employees from front liners to operations manager.
TELETECH
QUEUE SUPPORT SPECIALIST
CUSTOMER SERVICE REPRESENTATIVE
February 2010 to May 2012
MY EXPERIENCE
Background & Expertise
PENNY AI
Senior Customer Support Representative
May 2022 to Present
Duties: ​
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Assist the Customer Success team with user queries in a timely and accurate way via chat, email
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Handle user issues, provide appropriate solutions and alternatives
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Assist with escalated and/or service recovery situations and offer resolutions
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Help develop Customer Success philosophy and operating procedures
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Act as a support to the Customer Support Leadership team with a variety of projects
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Provide leardership, coaching and training for the Customer Success Representatives
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Act as a resource person by acquiring a broad knowledge of service procedures and product
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Assist with special projects (UAT testing, Help and Learning Content creation, Onboarding)
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Identify opportunities and take initiative to suggest improvement of existing process, service and systems
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Report issues to the Customer Support Supervisor when needed and work towards a resolution
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Identify customer needs, educate users how to use specific products, and guide them through Penny's features and functionality
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Help manage workflow with consideration of maintaining service level goals
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Cleverly communicate in writing within tight constraints, while driving an awesome, wow-ing experience for our user
PENNY AI
Customer Support Representative
November 2021 to May 2022
Duties: ​
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Respond to customer queries in a timely and accurate way via chat, email or phone
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Identify customer needs and help customers use specific product features and guide them through the functionality and how-to-use Penny App
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Troubleshoot software and hardware issues for end-users and analyze and report product malfunctions
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Share feature requests and effective workarounds with team members
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Assist in training junior Customer Success Representatives
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Handle customer complaints, provide appropriate solutions and alternatives within the time limits
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Follow communication procedures, guidelines and policies
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Take the extra mile to engage customers
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Take ownership of customers issues and follow problems through to resolution
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Keep accurate records and document customer service actions and discussions
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Maintain an orderly workflow according to priorities
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Cleverly communicate in writing within tight constraints, while driving an awesome, wow-ing experience for our users
DASH ACTIVATE ONLINE
Client Success Manager
January 2021 to November 2021
Duties:
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Responsible for onboarding newly signed up clients for Facebook Ads campaigns.
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Prepare weekly and monthly reports for advertising results and ensure client satisfaction.
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Coordinate with the Media Buying Team, Creative Director, and Operations Manager regarding campaign strategies, creative production and come up with strategies to improve campaign results.
PPC PRO
PPC Project Manager
January 2020 to June 2021
Duties:
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Responsible for project management in onboarding newly signed up clients for paid media campaigns.
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Assigns projects to Copywriters, Landing Page Developers, and Delivery Managers.
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Monitors tasks to completion and ensures client approval for each project.
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Responsible for managing client emails and ensuring client satisfaction.
KROS HOLDINGS
CUSTOMER SERVICE AND SALES QA
SOCIAL MEDIA MANAGER
SALES REPRESENTATIVE
April 2018 to November 2019
Duties: ​
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Review calls of phone sales agents, chat transcripts of live chat agents, and customer service emails to check quality and meet customer service and sales KPI's.
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Send reports of compliance monitoring and provide feedback to management.
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Responsible for answering queries and assisting customers through chat, email, and identifying needs to offer solutions.
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Responsible for managing Facebook post-management - lead generation and engaging followers.
MAYFIELD REAL ESTATE INVESTMENTS INC.
REAL ESTATE VA
November 2017 - March 2018
Duties:
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Handles administrative tasks and email management.
R3M
EXECUTIVE VIRTUAL ASSISTANT
April 2017 - April 2018
Duties:
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Handles administrative tasks, calendar, and email management.
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Handles social media accounts.
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Handles lead generation and email marketing.
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Responsible for project management, including recruitment and training.
TELEPERFORMANCE
TRAINER
CALL CENTER AGENT
CSR: October 2012 to April 2014
Trainer: April 2014 to September 2016
Duties:
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CCA: Handled inbound/outbound calls.Responded to customers' calls using product knowledge. Provide front-line, first-level technical assistance for consumers. Troubleshooting and issue resolution assistance.Resolved customer questions and issues. Consult knowledge base, user guides, and technical manuals and research and implement solutions Provide step-by-step instructions to fix customers' issues. Collect, organize, and maintain a problems and solutions log for use by other call center agents. When applicable, promoted opportunities for additional products and services.
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Trainer: Provide product-specific training to new and existing employees and develop staff to carry out work-related tasks.
Equip the staff with the right knowledge, skills, and behavior to provide excellent customer service to customers.
Monitor quality of work and provide feedback for performance improvement.
TELETECH
TEAM LEADER 2 (QSS)
CUSTOMER SERVICE REPRESENTATIVE
CSR: February 2010 to January 2011
QSS: February 2011 to May 2012
Duties:
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CSR: Handle incoming calls and use knowledge of company products, services, and policies to assist callers with inquiries or problems.
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QSS: Handle complaints and escalation calls.
Assist the Team Manager in administrative tasks.
Listen to calls and provide coaching to CSR's.
EDUCATION
2007 - 2008
B.S. BIOLOGY
UNIVERSITY OF THE PHILIPPINES MANILA
2003Â - 2007
LAGRO HIGH SCHOOL
OUR LADY OF FATIMA UNIVERSITY
MY SKILLS
What I Do
USER SUPPORT, TECHNICAL SUPPORT
LEADERSHIP AND PROJECT MANAGEMENT
Above and Beyond
ADMINISTRATIVE
A Valuable Skill
QUALITY ASSURANCE
Experienced
SALES AND CUSTOMER SERVICE
Expert
RECRUITMENT, TRAINING AND DEVELOPMENT
Raising the Bar
TOOLS
JIRA
CONFLUENCE
INTERCOM
TRELLO
SHOPIFY
AGORAPULSE
LIVECHAT
UNBOUNCE
GOOGLE SUITE
MS OFFICE
ZOHO
SALESFORCE
23 And whatsoever ye do, do it heartily, as to the Lord, and not unto men;
24 Knowing that of the Lord ye shall receive the reward of the inheritance: for ye serve the Lord Christ.
Colossians 3:23-24
