Cruz, Ma. Katrina Anne
192-D Capetown st.
Customer Service Associate
PasigGreenpark Village,
Pasig City, Philippines, 1612
Cellphone#: --________________________________________________________________________________________________
CUSTOMER SERVICE PROFESSIONAL
I’ve been with the BPO industry for over 5 years, handling several accounts (Telco, Satellite TV, Airlines, Automotive
and Internet). I have experience in basic troubleshooting, up-selling, appointment setting to general customer care. I
am friendly, approachable and very career-driven. I am self-motivated, is able to multitask and a reliable person to
work with.
I am dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. I am able
to focus on projects, develop strategies and meet or exceed deadlines. Strong rapport with personnel, customers, and
associates based on knowledge, professionalism, and integrity. Focused and solution-oriented with the ability to
consistently exceed both client and management goals.
SUMMARY OF EXPERTISE
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Computer Proficiency (Microsoft Office Applications)
Expert Interpersonal Skills
Flexible and willing to learn
Has the initiative to do things without being told
Confident presentation, communication and interpersonal skills
Back and Front Office Operations
Customer interaction skills
Deadline Driven
Productivity Improvements
Ability to excel in team environment
Analytical and problem-solving skills
Conflict prevention and troubleshooting
WORK EXPERIENCE
RESULTS COMPANIES – November 2012 – May 2013
Customer Service Representative
Handled Telco account; customer complaints and inquiries.
STELLAR SERVICES PHILIPPINES – April 2013 – September 2014
Customer Service Representative
Handled Airline account; booking, upselling and adding services.
CONCENTRIX DAKSH SERVICES PHILIPPINES – October 2014 – Present
Customer Service Representative | Case Resolution Specialist
Handled Automotive account; customer complaints, product information and appointment setting.
Back office; ensuring parts delivery; dealer phasing interactions.
EDUCATIONAL BACKGROUND
ELEMENTARY
Seven Angels College – From 2002 - To 2005
HIGH SCHOOL
Southridge Private High School – From 2005 – To 2007
Unciano Colleges - From 2008 – To 2009
COLLEGE
AMA Computer College - From 2009 – To 2011
Bachelor of Science in Computer Science
