Christine C. Calapine
- |-| Las Piñas City, Philippines | LinkedIn
Get to know me better by checking my video introduction here
EXPERIENCE
Oct 2024 - Feb 2025 Virtual Assistant
VirtualStaff.Ph
● Managed the CEO’s inbox, categorizing emails to prioritize critical
communications and ensure timely responses.
● Developed and maintained a shared Google Sheet catalog,
updating pricing and new product details to align with vendor
rates and customer needs.
● Researched and qualified distributor leads, facilitated vendor and
logistics coordination for new orders and generated invoices to
support smooth transactions.
Aug 2017 - Nov 2024 Team Leader/Supervisor
Financial Times | BGC Taguig, Philippines
● Enhanced operational efficiency by creating, updating, and
maintaining 24 process documents in the internal database,
ensuring seamless team access and compliance.
● Elevated quality and performance through weekly audits,
coaching, and CSAT analysis, identifying trends and implementing
corrective actions to boost customer satisfaction and team
effectiveness.
● Strengthened team operations and talent acquisition by leading
training, onboarding, and recruitment while fostering
cross-department collaboration to align goals and enhance
customer support.
Aug 2014 - Aug 2017 Customer Care Representative
Financial Times | BGC Taguig, Philippines
● Ensured seamless team operations by serving as the primary point
of contact in the absence of the Team Leader, swiftly resolving
team issues, and maintaining workflow continuity, contributing to
improving case resolution efficiency.
● Delivered exceptional customer support across phone, email, and
chat, addressing inquiries and troubleshooting issues with a
customer-first approach. Consistently achieved a 95%+ customer
satisfaction rating and 100% quality audit scores monthly.
● Enhanced service quality and accountability by accurately
documenting customer interactions in the case management
system and conducting proactive follow-ups.
Jun 2012 – Aug 2014 Retention Specialist
Financial Times | BGC Taguig, Philippines
● Increased customer acquisition and retention by assisting
potential leads with subscription completion, converting them
into active customers, and ensuring seamless renewals through
proactive payment support.
● Enhanced loyalty by handling cancellation requests with a
solutions-oriented approach, addressing concerns, and offering
personalized retention strategies, leading to improved customer
satisfaction.
● Elevated customer experience by providing multi-channel support,
educating customers on product benefits, and fostering strong
relationships to drive long-term engagement and business growth.
Mar 2005 - Jun 2012 Project Coordinator
SC Reservations Philippines | Makati City, Philippines
● Resolved loyalty program issues by acting as a liaison between
customers and co-partners, ensuring timely investigation and
resolution of missing loyalty points to enhance customer
satisfaction.
● Optimized system functionality by leading a team to test the IVR
and Case Management Tool before launch, identifying and
addressing bugs to ensure a seamless rollout for the operations
team.
● Improved operational efficiency by transcribing and analyzing IVR
messages, identifying callback needs, submitting weekly
performance reports, and assisting the Operations Manager in
supporting business continuity.
Jan 2004 - Mar 2005 Customer Service Representative
SC Reservations Philippines | Makati City, Philippines
● Assist members and hotel employees regarding account inquiries,
account information updates, booking reservations, promotion
inquiries, and other related matters.
EDUCATION
1999 – 2003
St. Paul College Quezon City
Quezon City | Graduate
Bachelor of Science in Commerce major in Information Technology
SKILLS
Languages
Technical
English, Filipino
Salesforce, Microsoft Excel, Microsoft Word, Microsoft Powerpoint,
Canva, Google Workspace, Basic Jira, Zoom, Slack, ChatGPT
REFERENCES
References are available upon request.
