Christine
Calapine
Summary
Education
---C Lalaine Bennet St., BF Resort Village
Las Piñas City, Metro Manila
Detail-oriented professional with 17+ years of experience and proven knowledge of conflict
resolution, customer satisfaction and relationship management.
St. Paul University
Bachelor of Science in Commerce Major in IT • Quezon City, Metro Manila
Experience
Financial Times
Team Leader/Supervisor • Taguig City, Metro Manila
03/2003
08/2017 - Present
Involved in the planning stage cross-skilling selected CCEs to ensure a
smooth transition once the training is completed. After the training is
completed, monitor the performance of each cross skilled CCEs if they
are meeting/exceeding the targets and also ensure that the answer
rate will improve to 90%-95%.
Answer queries from the team and provides support while ensuring
that my other tasks are completed (coaching, quality audits, meetings,
CSAT Analysis, Sales Validation, weekly and monthly reports to
stakeholder)
Point person for all QA related activities involving Customer Care to
ensure complete attendance during meetings and QA reports are sent
on time.
Part of the Recruitment Team for Customer Care Executive
applicants. Facilitates online assessment and conducts the final
interview together with Contact Centre Manager, Trainer and fellow
Team Leader.
Handle and manage escalated cases to provide immediate resolution
to customer issues and queries
Conducts refresher training to CCEs who were on maternity cover for
another team
Financial Times
Customer Care Executive • Taguig City, Metro Manila
Team Deputy or point of contact if our team leader is out of the office.
As a deputy, my main task is to supervise the team by answering
queries, assign break schedules to ensure enough queue coverage,
assign email cases for each team member to work on, forward
unresolved cases for the team to follow up with customers, check
team's open cases and remind the team to close it within SLA.
Was a consistent Top Customer Care Executive for 2 years by ensuring
that all KPI targets are exceeded and provide exemplary customer
service experience to each of the customers I handle via phone, chat,
email or Twitter.
08/2014 - 08/2017
Financial Times
Retention Specialist/Customer Service • Taguig City, Metro Manila
05/2012 - 09/2014
Performs outbound calls to potential leads who are unable to subscribe
on the website or existing customers who don't have updated payment
details to pay for the subscription. The goal is to convert each lead into
a sale
Answer phone calls and process emails from customers who would like
to cancel the subscription. As a retention specialist, our main duty is to
retain and save as many customers as we can.
InterContinental Hotels Group
Project Coordinator • Makati City, Metro Manila
03/2005 - 06/2012
Ensures that the missing loyalty points from our co-partners and
third-party vendors are posted to the member's account by liaising
with them.
Led a team to test the IVR and our Casing Management Tool before it
is launched to the operations to ensure that the systems are working
as expected and are bug-free.
Transcribe IVR Messages from our members and determine those that
need a callback.
Submit weekly reports to consistently monitor each team’s
performance in terms of quality, casing and quality compliance.
Consistent CHAMP Awardee for 6 years
InterContinental Hotels Group
Customer Service Representative • Makati City, Metro Manila
Assist members and hotel employees regarding account inquiries,
updating account information, booking reservations, promotion
inquiries and other related matters.
Skills
Customer service
Leadership Experience
Problem Resolution
Team Leadership
Time Management
Communications
Team Management
01/2004 - 03/2005
