Katherine Grace Cortez

KATHERINE GRACE CORTEZ DIGITAL EXECUTIVE ASSISTANT PERSONAL PROFILE I am a highly organize and hardworking individual with thirteen years of experience as a team manager and consumer support whose passion is to provide quality service to my clients and business partners. I'm a selfstarter and have a thirst for learning. CONTACT ME AT WORK EXPERIENCE Bank Officer C09 Unit 7-O Cluster 11 Cambridge Village San Andres Cainta 1900 Citigroup (Citibank) | Aug 2017 - present ⦁ Handling banking and finance concerns. ⦁ Promotes banking and credit card products. - |- |- @KatherineCortez SKILLS SUMMARY Project Management Excellent Leadership skills In-depth knowledge in handling customers. Strong verbal and written communication Data entry skills Microsoft Office efficient Client assessment and analysis Analyzing Audio and Video Transcription Knowledge in IATA RES 302 and Sabre Trained Works with minimum supervision Adapts to job easily and strong judgment Canva Designing AWARDS RECEIVED Citibank Net Promoter Score Year to Date Awardee 2018 Citibank Promoter Contributor Feb 2018 Sitel Virgin Australia Overall best Apr 2017 Sitel Top Team performer Sept 2017 Sitel Top Team performer Sept 2014 Sitel Pitney Bowes Top Product Support Agent month over month for 2014 CERTIFICATION CEFR Common European Framework English Proficiency Score : C1 Advanced equivalent to TOEFL 100/ IELTS 7.5 Sitel Philippines Sept 2010-Aug 2017 Travel Specialist (Virgin Australia) | May 2016-Aug 2017 ⦁ Handles and Books International flights all around the world. ⦁ Specialization in International booking and IATA Res. CSR/TSR/ Email / Team Manager (Pitney Bowes UK) | Aug- ⦁ Resolutions Team for email and handle complex accounts queries. ⦁ Handled team and trainees for nesting. ⦁ Takes escalation calls and communicates directly with the client. CSR / Email Team (T-Mobile) Sept 2010 – Aug 2011 ⦁ Handles new mobile phone line applications. ⦁ Handles billing and technical concerns. Eperformax Contact Center Makati (Customer Service Representative/Financial specialist (PAYPAL) | Jan 2009- Sept 2009 ⦁ Gives information about the activity and transactions on their account. ⦁ Gives solutions if there are financial problems on their account. Alorica Philippines, Ortigas Pasig City Customer Service /Parts Specialist (PANASONIC US) | July 2008 – Dec 2008 ⦁ Gives information about parts of certain devices. ⦁ Technical assistance and troubleshoots devices. ⦁ Educates customers about Panasonic parts. ICT Group, Marikina Branch Telephone Service Representative (HSBC Bank) | Feb 2008-June 2008 ⦁ Sells credit card protection. ⦁ Creates needs to benefit the client for a win/win situation. Global-Sky Ortigas Pasig City Pioneer Senior Agent/ Product Trainer | Jan2007-Nov 2007 (Diagnostic Laboratories) ⦁ Assists medical specialists and doctors with hospital-related requests. ⦁ Assist regarding concerns about medical issues. ⦁ Gets orders and verifies the client's medical status. ⦁ Conduct product training and account set-up to new hires. EDUCATIONAL HISTORY SHAW ACADEMY, 2015 Enterprise Plaza Dublin Ireland Web development diploma course ADAMSON UNIVERSITY, Manila 2009 Bachelor of Science in Nursing