CAROLINE ANNE GARCIA
111 Main Road Crystal Cave Baguio City Philippines 2600
Objectives:
To be able to contribute my skills as a manager to companies
To grow as an individual with the guidance of a renowned company and leadership team
Professional Experience:
Shenpire LLC
Customer Service Representative
January 2019 - July 2019
Handled email and chat inquiries for customers
Contributed to process improvement by organization of training documents, aligning process documentations, analysis of CSAT and Handle Time information and other administrative tasks
Content Management tasks such as reviewing online courses to check quality
James Cook Media
Sales and Chat Representative
November 2018 to April 2019
Assisted in handling incomingchat inquiries regarding the product
Sales and Upselling
Outbound calls to leads for payment and sales updates
Convergys Philippines Inc.
April 2006 – May 2018
Operations Manager, OIC
January 2017 – May 2018
Handled team leaders and guided them through their developmental plans
Launched a new line of business which is still continuously growing in the current site
Handled a team of agents who are highly skilled in their posts and was able to promote some as team leaders
Promoted engagement activities and team building relationship with peers
Exposure to financials and back end of operations
Unit Manager
May 2010 – December 2016
Handled approximately 18 agents throughout the career
Was tasked to guide agents through coaching for performance and management of career path
Handled transition agents (new hires) as they go to production
Skilled with service level agreements and billing
Spear headed various agent developmental programs and skills training
Agent, Financial
April 2006 – May 2010
Handled financial concerns of clients via calls
Century Park Hotel
HR Assistant
October 2005 – April 2006
Tasked to handled employees leave requests, documentation request
Interviewed new hires for the post
Administered psychological exams for applicants
Educational Background:
De La Salle University, Manila
Bachelor of Science Major in Psychology (2002 – 2005)
Awards Received:
Top Unit Manager for the Site (Aurora Awards) 2017
Top Unit Manager for the Quarter (Q3 2016, Q3 2017)
Trainings Attended:
Convergys Philippines Inc.
Lean Six Sigma Training
Financials and Accounting (Business Operational Management)
Leadership Training
Coaching for Success
Convergys Leaders as Coaches
Other Skills:
Well versed with MS Office tools and Google Docs
Customer Service Oriented
Supervisory and Manegerial Experience
Workforce Management
Recruitment and Interview process
Can converse well will clients and agents
Good decision making skills
Able to cope and adapt well to changes
Can work under pressure
