Karen Bagarinao

KAREN BAGARINAO Sitio Tambobong, Purok Everlasting, Barangay Olingan, Zamboanga del Norte 7100- EDUCATION Bachelor of Science in Nursing (BSN) Andres Bonifacio College, Dipolog City Dipolog Medical Center College Foundation Inc. - Completed a comprehensive four-year nursing program with clinical and theoretical training. Developed strong skills in patient care, medical communication, and health sciences. Although not practiced professionally, the discipline, empathy, and organizational skills gained from nursing continue to support my success in client-focused roles. EMPLOYMENT HISTORY Qualfon -) – Dumaguete, Philippines Escalation Resolution Desk| Managerial-Level Calls Handled escalation and managerial-level calls, primarily from irate or dissatisfied clients. Provided resolutions with empathy and professionalism, ensuring customer satisfaction and retention. Qualfon is a U.S.-based company offering phone service and other telecommunications products. Developed strong communication, problem-solving, and conflict-resolution skills while working in a fast-paced, highpressure environment. 51Talk -) – Remote (Home-Based) Online ESL Teacher Taught English to Chinese kids and adults in one-on-one virtual sessions, focusing on conversational fluency, grammar, pronunciation, and reading comprehension. Adapted lesson plans based on students’ age, proficiency level, and learning goals. Built strong rapport with learners and maintained a consistent teaching schedule. Developed patience, clear communication skills, and cross-cultural awareness through daily interaction with international students. OggvoRep LLC -) – Remote (Home-Based) Appointment Setter / Onboarding Rep / Customer Success Advisor • Appointment Setter – Made cold calls to generate leads and schedule qualified appointments for the sales team. Used Zoho CRM for lead management, Google Calendar for scheduling, and Slack for internal communication. https://drive.google.com/file/d/1RnxGdwk6l3TSk9rXUyC5YJfsH-II5QTx/view?usp=sharing • Promoted to Account Management as Onboarding Agent / Team Lead – Guided new clients through the onboarding process, helping them understand the product, plan ahead, and build strategies. Supervised a team of agents in the Philippines, monitoring attendance, call quality, and task completion. Conducted training and coaching sessions, and supported payroll preparation and reporting. • Promoted to Customer Success Advisor – Managed a portfolio of 300+ clients across industries (real estate professionals, loan officers/mortgage lenders, insurance agencies, contractors, and small/big business owners, etc.). Conducted monthly one-o-n-one strategy calls to drive retention and upselling. Assisted clients with Google Business Profile optimization, SEO improvements, and social media strategies. Stepped in as a Social Media Manager when needed (content calendars, post scheduling, engagement monitoring, analytics). Trained clients on proprietary software to automate review collection, boost engagement, and improve local search visibility. https://drive.google.com/file/d/19vLhjooJVZMvAgqyvtKE1ufxUflGO6Jw/view?usp=sharing https://drive.google.com/file/d/1BkKa-01InUwCbBtLe7XA80fsETlyxAYB/view?usp=sharing Through this experience, I honed skills in client relationship management, digital marketing, team leadership, and operations administration, while consistently contributing to customer satisfaction, retention, and business growth. SKILLS Administrative Skills • • • • • • Client Relationship Management – maintaining positive client interactions and ensuring satisfaction. Scheduling & Appointment Coordination – organizing meetings, calendars, and follow-ups efficiently. Email & Calendar Management – handling inboxes, scheduling, and reminders to stay organized. Records & Data Management – keeping client and account information accurate and up to date. Remote Office Administration – managing tasks, communications, and tools in a virtual setting. Reporting & Documentation – preparing simple reports and maintaining organized records. Leadership Skills • • Team Supervision & Coaching – monitoring performance, attendance, and task completion while providing training and guidance to improve skills. Payroll Support & Admin Oversight – assisting with payroll preparation, attendance tracking, and administrative support to ensure smooth operations. Technical Skills • • • • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Google Workspace (Docs, Sheets, Slides, Gmail, Google Calendar, Drive, Meet, Keep, Tasks) Digital Marketing Basics (Social Media Management, Basic SEO, Email Marketing, Google Business Profile Optimization, Reputation Management) Technical Troubleshooting Skills