Karen Kristine Yanoria

KAREN KRISTINE YANORIA EXCELLENT CUSTOMER SERVICE REPRESENTATIVE | QUALITY ASSURANCE SPECIALIST Calamba Laguna, Philippines - karenkristineyanoria@gmail. com PROFESSIONAL SUMMARY Hi there! I've been in the customer service industry for the the last 17 years, handling dynamic fast paced accounts such as telecommunications to financial. I started as a customer service representative with strong communication skills that allowed me to listen to a customer’s problem and suggest acceptable solutions. And with my quick and thorough decision making ability to resolve customer concerns while keeping everyone satisfied, I got promoted to the escalation team taking supervisory calls. I then moved to a supporting role as a quality assurance specialist wherein I evaluate agent interactions through various channels which helps improve agent performance. WORK EXPERIENCE July 2014 - June 2023 Quality Assurance Specialist Concentrix, Philippines Evaluate agents calls, chats and emails to ensure that they adhere to the guidelines set by our clients Conduct coaching to help improve agent performance Facilitate calibration sessions within the operations and clients to discuss QA guidelines and/or process updates Facilitate mock calls certification for newly endorsed trainees Customer Service Specialist Swiftmode, Philippines November 2012 - June 2014 Prepare sales invoices and delivery receipts Monitoring of stocks/inventory of products Follow up on product inquries and contacting potential clients Customer Service Representative SunPower, Philippines Educate customers on the benefits of going solar Discuss financing options and refer homeowners to dealers in their area Follow up on applications and panel orders May 2009 - June 2012 Customer Service Representative Infonxx (now KGB), Philippines May 2006 - March 2009 Attend to inbound calls and providing residential, business or government listing to callers Assist callers in driving directions Cashier Starland Theme Park and Resort, Philippines November 2005 - April 2006 In charge of giving out tokens and tickets and ensures that by the end of the day, all sales are accounted for If there is a need, I assist in operating theme park rides or help out in the food stand EDUCATION Tertiary/ BS Nursing (2 years) Univeristy of Perpetual Help System Lagune Secondary/ Saint Michael's College of Laguna Primary/ Binan Elementary School 2002 - 2005 2001 - - 1998