Karen Joy Doria

Karen Joy Doria +63 [-] •- • [Karen Joy Doria | LinkedIn] OBJECTIVE “Experienced customer service professional in search of a position as a customer service representative that allows for the application of excellent retention, communication and organizational skills when providing customers with a high level of support.” EXPERIENCE TELEPERFORMANCE Cagayan de Oro City Operations Supervisor October 2022- December 17, 2024 ● Team Management- Overseeing call center agents, including scheduling shifts, monitoring attendance, and ensuring adequate staffing levels ● Performance Monitoring: Evaluating agent performance through call reviews, metrics analysis, and customer feedback to ensure quality service. ● Training and Development: Conducting training sessions for new hires and ongoing coaching for existing staff to enhance skills and knowledge. ● Setting Goals: Establishing performance targets for the team and individual agents, and motivating staff to achieve these goals. ● Handling Escalated Issues: Addressing complex customer complaints or issues that require supervisor intervention. ● Conducting Meetings: Holding regular team meetings to discuss performance, updates, and feedback TELEPERFORMANCE Cagayan de Oro City Customer Resolution Expert May 2022- September 2022 ●​ ●​ ●​ ●​ Call Monitoring: Listening to recorded calls to evaluate agent performance and adherence to company standards Performance Evaluation: Assessing calls based on predefined criteria such as communication skills, problem-solving ability, and compliance with scripts. Reporting Metrics: Compiling and analyzing data on call quality metrics, such as average handling time, first call resolution, and customer satisfaction scores. Identifying Trends: Analyzing data to identify patterns in call quality, common issues, or training gaps. TELEPERFORMANCE Cagayan de Oro City Cagayan de Oro City Customer Service Representative April 26,2021-May 2022 ●​ ●​ ●​ ●​ ●​ Answering Calls: Responding to incoming customer calls promptly and professionally. Customer Assistance: Providing information and assistance regarding products, services, or account inquiries. Problem Resolution: Identifying customer issues and providing solutions or escalating them as necessary. Maintaining Knowledge: Keeping up-to-date with product knowledge, policies, and procedures to effectively assist customers. Documentation: Accurately documenting customer interactions and transactions in the Karen Joy Doria +63 [-] •- • [Karen Joy Doria | LinkedIn] KOOMAG GENERAL MERCHANDISE Dasmariñas City Cavite Dasmariñas City Cavite Staff & Payroll - ●​ ●​ ●​ ●​ ●​ ●​ Data Collection: Gathering employee work hours, overtime, and other relevant data for payroll processing. Payroll Processing: Calculating wages, deductions, and bonuses for employees based on collected data. Tax Calculations: Ensuring accurate calculation of federal, state, and local taxes, as well as other withholdings. Disbursement: Issuing paychecks or direct deposits to employees on scheduled pay dates. Reporting: Generating payroll reports for management and for tax purposes. Customer Assistance: Providing information and assistance regarding products. EDUCATION Eulogio Amang Rodriguez Institute of Science and Technology - Cavite Campus Associate in Office Administration- Office Management- CORE COMPETENCIES ● Communication skills ​ ​ ● Adaptability ​ ​ ​ ● Leadership ​ ​ ​ ● Teamwork and Collaboration ​ ​ ​ ​ ​ ​ ● Critical Thinking ● Problem solving ● Time Management