KATHLEEN JOYCE E. MANLAPAZ
Customer Service Representative
Appointment Setter
Sales Representative
Profile
I’ve been an experienced customer service representative for over
4 years with a verifiable track record of resolving complex issues
quickly and winning customer loyalty. Experience in Sales, basic
troubleshooting, appointment setting, and customer care.
Work Experience
TENANT PLACEMENT SPECIALIST
-
Qterra Property Management | March 2023 - October 2023
I made 80-100 calls daily to reach out to prospective landlords, presenting our
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Tenant Placement service. I successfully scheduled high-quality meetings for them
https://www.linkedin.com/in/kathleenjoyce-manlapaz-/
closed the deal.
13 Timbungan st., Barangay Lapu-Lapu,
Davao City, 8000, Philippines
with our Property Specialist, who conducted property assessments and ultimately
SENIOR CONTACT CENTER ASSOCIATE
Collective Solution | August 2022 - March 2023
Manage over 50-60 inbound and outbound calls on a daily basis, addressing
Roadside Assistance needs. Receive incoming calls from customers interested in
arranging roadside assistance and provide information about their insurance policy
Education
coverage. Initiate outbound calls to identify suitable service providers for customers'
roadside requests. Engage in negotiations with service providers to secure reasonable
prices for their services.
Bachelor of Special Education
Father Saturnino Urios University
2014 - 2017
APPOINTMENT SETTER
Talent World Group | October 2021 - January 2022
Reach out to an average of 80+ leads daily to encourage them to participate in a
webinar. Coordinate with our senior sales representative to arrange appointments for
clients expressing interest in enrolling in Quantitative Curriculum. Conduct follow-ups
High School
Bayugan Comprehensive High School
2010 - 2014
with clients who attend the free webinar to assess their interest in joining the
comprehensive course.
CUSTOMER SERVICE REPRESENTATIVE
Ibex Global Solution | January 2020 - October 2021
Engage in direct phone interactions with more than 60 existing customers on a daily
basis, addressing billing inquiries and presenting optimal solutions to reduce their bills.
Implement upselling strategies for add-on packages such as HBO MAX. Assist new
Expertise
customers in setting up new accounts, recommending the most suitable TV service
package for their needs. Demonstrate excellent listening and communication skills,
emphasizing empathy and building trust with consumers.
Customer Support
Scheduling Appointments
Calendar Management
CUSTOMER SERVICE REPRESENTATIVE
Alorica | December 2017 - September 2018
Part of the Team of Experts at T-Mobile, responsible for addressing nearly all accountrelated issues, including minor technical support and account retention. Demonstrated
Proficient with Computers
comprehensive knowledge of the entire range of T-Mobile products and services,
Salesmanship Critical
monthly customer satisfaction rating of 85% throughout my tenure.
Analysis Fundamental
Problem Solving
Adaptability Interpersonal
Communication Skills
including pricing details and special offers for T-Mobile plans. Maintained a consistent
CUSTOMER SERVICE REPRESENTATIVE
Sutherland Global Service | December 2017- December 2018
Manage over 60 calls daily, providing precise and relevant information to address billing
inquiries and account updates, effectively resolving complaints.
Received training on product knowledge to facilitate sales of the services we offer.
Implement upselling techniques to introduce additional products to customers and
assist them in setting up new services.
