Kathleen Espineli

KATHLEEN M. ESPINELI - |-Block 10 Lot 1 Phase 1 Mabuhay St. Andreaville, Salitran IV, Dasmarinas, Cavite EMPLOYMENT BACKGROUND & WORK EXPERIENCES WIPRO INC. April 2021 – May 2022 | Content Moderator • • Handles the submission of user-generated content to an online platform. Ensures that content creators place the content items correctly and ensure they are free from scams, errors and any illegal or copyrighted content. E-KONFLUX SOLUTIONS INC. (LAZADA GROUP) February 2017 - September 2019 | Subject Matter Expert • • • • • • Responsible in ensuring and driving daily productivity of agents In charge of designating workload to agents Does agent monitoring and coaching Responsible for preparing progress reports and updating client on a daily basis Assists and resolves agent concerns regarding production Responsible in aiding agents in second level of escalation September 2015 – January 2017 | Customer Service Associate - Email and Chat Support • • • • • Responsible in providing information to customers on delivery and payment status, returns and refunds, replacement and website errors Responds to customer complaints Outbound calls Ensures meeting of hourly targets of productivity (solved cases) Responsible in achieving the target CSAT score PANDACAN DEPOTS SERVICES INC. May 2013 – Sept 2013 | HR Assistant • • • • • • • • • Answering employee questions Processing incoming mail Creating and distributing documents Providing customer service to organization employees Serving as a point of contact with benefit vendors/administrators Maintaining computer system by updating and entering data Setting appointments and arranging meetings Maintaining calendars of HR management team Compiling reports and spreadsheets and preparing spreadsheets UNION BANK OF THE PHILIPPINES April 2012 – June 2012 | Telemarketer EDUCATIONAL BACKGROUND 2011 – 2013 Philippine Christian University Bachelor of Arts Major in Psychology 2007 – 2010 Lyceum of the Philippines University Bachelor of Science Major in Psychology 2003 – 2007 Manuel A. Roxas High School PERSONAL INFORMATION Age: 31 yrs. Old Birth date: April 1, 1991 Civil Status: Single Religion: Catholic Height: 5’2 Language: English and Filipino Skills/Ability: Proficient in MS Office, Google Docs, Sales Force, Zendesk, XSpace, CRM (C360); Driving the team, effective communication and interpersonal skills, Customer Service, Problem- Solving CHARACTER REFERENCE Available upon request.