Katelyne Joy Fenomeno

Katelyne Joy Fenomeno Quality Representative Summary Detail and process oriented Quality Representative with 10+ years experience in the field of customer service within the BPO industry. Professional behavior, good communication and interpersonal skills are highly observed. Proficient in call monitoring, data entry and creating performance review report. CONTACT ME 21 Natib Street, Barangka Itaas Mandaluyong City-- EDUCATION BSBA-Management Rizal Technological University 2014 WORK EXPERIENCE Quality Representative 2020- Present Foundever Asia | Makati City Listening to calls to ensure the quality and the accuracy of the information given by the agents. Reviewing, analyzing, and reporting on quality discrepancies related to customer service Experienced in process analysis and continuous improvement within delivery operations. Extract survey data from various sources and manage it an organize excel format Manages daily survey report to ensure the accuracy of the score and track all low scores Customer Service Representative | SME 2015 - 2020 Sykes Asia | Makati City Addressed customer service escalations in a timely and accurate fashion. Gives accurate and appropriate information to answer questions and complaints. Developed effective relationship to all callers through clear communication Gained callers trust and confidence by placing a follow up call when needed. 2012 - 2014 Customer Service Representative Sykes Asia | Makati City SKILLS Call Listening Detail Oriented Microsoft Office Updates client suitability information Managed to resolve customers request in a timely manner. Gives accurate information to answer questions. Made reasonable procedures to accommodate unusual customer request Review legal documents such as POA forms, trust certificates and dental claims. Provides breakdown of dental benefits Processed claims benefit and cancellation request of dental insurance. Critical Thinker Customer Service Representative Problem Solver Rainmaker's Inc | Makati City Reliable Feedback/ Coaching Data Entry CERTIFICATE Quality Track Level 1 Accelerated Leadership Program Sykes Asia Inc. August-October 2018 2011 - 2012 Updates client data information Processed payment transactions using credit cards. Experienced in upselling and cross selling of products Good retention skills REFERENCES Jennifer Villarico Jam April Natividad QA Representative | Foundever Asia QA Manager | Foundever Asia - Email :- Phone:- Phone: