Kathleen Kaye Bustillo

Kathleen Kaye Bustillo Cebu City, Philippines 6000-- Experience in providing excellent customer service and technical support within the Web Hosting Industry. Seeking to join a company that offers remote work, flexibility, and promotes work-life balance. Work Experience Customer Care Team Leader Newfold Digital – Cebu City December 2016 to Present • • • • • Currently managing 20+ Online Success/Customer Care/Technical Support Specialists Provide ongoing leadership, support and assistance to agents and actively enforce the company’s goals, policies and procedures. Closely monitors team in relation to service standards and productivity. Handles supervisory/managerial/complaint calls and tickets. Identify the needs of each member and mentor them toward development. Assistant Team Leader Newfold Digital – Cebu City September 2016 - December 2016 • • • • Assist with troubleshooting advanced technical issues with websites and email hosting. Escalates case to relevant department. Assists with supervisory calls. Help educate/train members with technical and internal processes. Customer Care Specialist Newfold Digital – Cebu City February 2015 - September 2016 • • • • • Provides excellent technical support/customer service to customers mainly via Phone and email Troubleshoots technical issues and provides resolution Provides assistance with general and account related queries Provides assistance with payment and renewals Ensures customer satisfaction by incorporating company's Core Values to provide Best in the World service Front-End Web Developer Upwork - Cebu City July 2012 to December 2015 • Took on mostly PSD-HTML jobs where I sliced designs and transform them into cross-browser compatible websites. Through this entire duration of freelancing, I have enhanced my skills in HTML, CSS, and Javascript. Software Engineer Cybertech Corp. R&D Center - Cebu City April 2011 to June 2012 • • Worked with a team in web development and web application projects. Mainly uses Adobe Photoshop, HTML, CSS, and JavaScript Technical Support Representative SYKES ASIA INC.CEBU - Cebu City July 2010 to March 2011 • Provides technical support and customer service mainly with home network and internet. Education Bachelor's degree in Information Technology Informatics Computer Institute - Cebu City January 2008 to March 2010 Bachelor's degree in Business Administration and Management University of San Carlos - Cebu City June 2004 to January 2008 Skills Customer Service/Communication Skills Tech-savvy Problem Solving Team Player Positive Attitude Resourceful Flexible and Adaptable Willingness to learn