Karen Kristine Yanoria

Hi! I'm Karen. I've been in the customer service industry for 17 years now handling, fast-paced dynamic accounts ranging from telecommunications to financial. I started as a customer service representative, communicating with customers via phone, chat, and emails wherein I educate our customers regarding our products and services, how it works, and provide recommendations on what will best suit their needs. This also involves processing orders, cancellations, refunds, and returns. 

Then I moved further and became a subject matter expert which entails assisting other agents with product and process knowledge. I then advanced to the escalation team handling supervisory calls so I'm confident in making my own decisions and require less supervision.

I then got promoted and became a quality assurance specialist, where I evaluate agent's calls, chats, and emails to ensure that they adhere to the guidelines set by our clients while providing the correct resolution. I conduct coaching afterwards on how they can best assist our customers moving forward. I also conduct mock calls certification of trainees before they are endorsed to operations. Thus, I am very detail-oriented, values quality and consistency, and comfortable in giving feedback and imposing policies.

I'm confident that with my experience and skills, I'll be able to assist your company and your customers. I hope to speak with you soon.