Katherine B. Baranggan
Trustworthiness in Every Pursuit of Excellence
email:-Phone: -
September 15, 1986
Summary of Skills and Qualifications
.Strong communication and world class customer service skills
.Skilled at handling escalated phone calls
.Experienced with patrolling, monitoring and evaluating calls
.Skilled with creativity towards enhancing customer satisfaction
.Skilled with decision making and speed with reacting to customer requests
.Ability to build and maintain solid customer relationship and productive working relationship
.Highly competent at providing customer problem resolution and skilled at complaint handling
.Strong interpersonal skills and ability to work effectively in a diverse culture and customer base
.Acquired direct learning of effective verbal and listening communications skills experience
.Experienced at providing excellent customer service both over the phone and in person
.High accuracy, organization and attention to detail
.Strict adherence to company's values, vision, policies and procedures
.Capable of managing multiple tasks simultaneously
.High numerical skills, analysis and problem solving skills
.People oriented and Service oriented
.Committed, hardworking and goal oriented
.Able to maintain composure and professionalism within high volume workload or pressing situation
.Highly dependable, with integrity and initiative, easily adaptable, compliant, cooperative attitude
.Skilled at data entry, typing and telephone skills
.Work in teams and in a self-directed environment
.Supervisory Experience
.Solid achievement with over 10 years of direct experience in the service industry
.Multilingual: English, Tagalog, Visayan
Summary of Work Achievements
3 time Employee of the Month
1 time Employee of the Quarter
10 time Top 20 Performer
Top ranking on accuracy, customer service, call duration, availability
Managed high volume workload within a metrics driven environment
Successfully met defined goals within the timeframe
Completed Customer Service Training for best ways to enhance customer satisfaction and
improved productivity (within 3months of hire date)
Educational Achievements
Bachelor of Science in Secondary Education major in English
Holy Name University
Tagbilaran City, Bohol
High School
Sevilla National High School
Sevilla, Bohol
Elementary
Cambagui Elementary School
Sevilla, Bohol
Employment History
Customer Service Representative
September 8 2008 to 2018
KGB PHILIPPINES
Makati City, Philippines
.Handle incoming calls from England, Wales, Scotland, Northern Ireland and Southern Ireland
.Maintain company representative directory database
.Regularly assigned to patrol, assist and take particularly challenging escalated calls
.Frequently chosen to participate in monitoring and evaluation sessions
.Continuously assigned to make test calls
.Coordinate additional support requests with the help desk department
.Work collaboratively with team and across other departments to ensure high customer satisfaction
.Maintain high workload while performing under high stress without compromising quality of service
.Respond and record questions, concerns, interaction with speed and professionalism
.Handle complaints and follow ups to provide resolution
Student Teacher
September 2006 to March 2007
Holy Name University
Tagbilaran City, Bohol
Student Teacher
June 2007 to March 2008
Manga National High School
Tagbilaran City, Bohol
.Created program of work
.Planned and prepared lessons
.Taught national curriculum English to First, Second, Third and Fourth year students
.Used a range of interactive teaching methods to enhance learning
.Monitored learning through a range of assessment techniques
CHARACTER REFERENCES
Jovelyn Jumarang
Customer Service Representative
KGB_PHILIPPINES
Cyber Sigma, Lawton Avenue, Mckinley West, Fort Bonifacio, Taguig, 1634 Metro Manila-
Allan Calumarde
Team Leader
BEST PRACTICE CONSUMER, INC.
Globe Telecom Distributor
180 M. Almeda st, Pateros, Metro Manila, Philippines 1620-
May De Los Santos
Customer Service Representative
KGB_PHILIPPINES
Cyber Sigma, Lawton Avenue, Mckinley West, Fort Bonifacio, Taguig, 1634 Metro Manila-
