Katrina Teopaco

I have more than 10 years of customer service experience in the BPO industry with major verticals such as: Amazon, T-Mobile and UPS. I have handled different lines of businesses ranging from customer service to technical support and billing. Additionally, I have managed voice and non voice accounts. My previous roles helped clients organize daily operations and provide end to end resolutions. I have also helped create continuous improvement plans for cross functional teams to bridge knowledge and skill gaps among agents and team leads focusing on Project plan, Training Needs Analysis, RCA and product/process time table.

My customer service roles have compensated for the minimal experience in virtual assistance. It made it easy for me to adapt to changes and acquired skills clients have required. I've learned Social Media Marketing and Web Testing post online courses and virtual training offered to me. Dealing with the demands of client services made it smooth and simple because of my background.

Training and Development is my passion and I have gone through variety of certifications on how to handle and manage successful training sessions with desired tangible output. My last corporate office job was a Product Training Manager for Amazon and its responsibilities were handling a team of trainers who handle new hires and upskilling training classes. My core role is to ensure that every agent endorsed to production should be performing at par with set standards.

With regard to working with client/s, I ensure to communicate regularly to provide updates on given tasks and follow through on other projects. I am open to undergo training as mandated by the client. I make sure there is value added on tasks or projects I submit.