Khrystina Gamana

KHRYSTINA (CRESCENTE) S. GAMANA Unit 505 CITYLAND Pasong Tamo Makati Calle Estacion Brgy. Pio Del Pilar, Makati City 1230- /- QUALIFICATION SUMMARY: Dynamic professional with extensive experience in client relationship management and conflict resolution, driving customer satisfaction through effective process improvement and sales reporting. Proven ability to leverage CRM tools and foster team collaboration, enhancing operational efficiency. Meticulous in administrative support functions, maintaining workflows and records to boost performance levels. Proficient in MS Office and accounting software, with a strong commitment to achieving organizational goals. PROFESSIONAL EXPERIENCE: E-LEVERAGE (wfh) CHAT COORDINATOR (January 2024-January 2025)- Respond to customers inquiry. Provide necessary assistance being asked by the customers. Sell merchandise to clients and up-sell if there is an opportunity. Provide daily report of sales and opportunities. ROCKET STATION (wfh) QUALITY ANALYST PROCESS DEVELOPMENT(December 2023- June 2024)- Review the processes created by the process coordinators and/or managers. Qualify the processes created with the clients needs, requirement, and existing processes. Provide clarification on some processes created. Provide recommendation of the execution of the new processes. OCWEN LOAN SERVICING 7th Flr. E com Bldg. II MOA Compound Pasay City (April 2016-November 2023) SENIORRELATIONSHIP MANAGER - Pre-qualify defaulted Mortgages. Identify the status of the mortgage and the hardship being experienced. Provide resolution to customers’ who are going through hardship and resolve customer complaints and issues. Updates the CRM of the status of the mortgages. Provide feedback to the department of the accounts offered with government resolution. Assist customers in making a payment on the system as well as provide assistance in registering and navigating the website. Offer excellent customer service by displaying extensive product knowledge while maintaining compliance with company and industry policies and guidelines. OCWEN LOAN SERVICING 7th Flr. E com Bldg. II MOA Compound Pasay City (April 2014- May 2016) CUSTOMER CARE COORDINATOR Call customers who haven't paid their mortgage yet. Accept payments for the mortgage. Answer inquiries about their mortgage. Do cold calling of accounts that has been inactive. Provide recommendation to Property Management Team about vacated properties. Set-up phone appointment with Relationship Managers and/or Housing Counselors. SYKES ASIA SHAW500, Zentrum Bldg Shaw Blvd Mandaluyong City (October 2012- March 2014) TEAM MANAGER INTERN - Help the company in hitting the goals set by the client by driving the initiated activities (commission scheme) that entices agents to provide outputs. Interpret and facilitate campaigns being launched to help the account to be dominant in the online business. SYKES ASIA OSMA Bldg. corner Shaw Blvd, San Miguel St, Pasig City (January 2012- September 2012) TRAVEL EXPERT - Help the Team manager in attaining sales quota by converting every call into sales by providing information and data that would entice clients to book the products that is being sold by the company (hotel, flight, packages, activities and car rentals). Provide expert advises/opinions in creating vacation packages that would qualify to the needs of the customers and wants in line to the purpose of their reservation/vacation. REPUBLIC BISCUIT CORPORATION (REBISCO) ADB Ave. Ortigas, Pasig City -) PROMOTIONS AND MERCHANDISING SUPERVISOR - Help brand managers in materializing the planned activities in the area. Give support to the sales managers in improving the sales of the company’s products through brainstorming and implementing activities designed to different channels of distribution. SEMINARS/TRAININGS/WORKSHOPS ATTENDED: FOUR DISCIPLINES OF EXECUTION - The training is about executing successful brand plans for a campaign. It focuses on business execution of an individual or a team. It also focuses in developing strategic thinking, goal setting, business analysis, as well as come-up with corrective measures to lessen risk and failure, which helps in making the brand plan successful. SEVEN HABITS OF HIGHLY EFFECTIVE PEOPLE - The seminar is about knowing the basic characteristics that a good leader should possess. How being positive can be a factor into having subordinates work for a common goal. It teaches leaders how to motivate and psyche the people into executing the goal. BASIC SUPERVISORY SKILLS TRAINING - The workshop is about handling people and the different approaches in leading different kinds of personalities. It teaches participants how to be effective in keeping their composure during critical times, while providing sound judgment and effective resolution/s ADVANCE SUPERVISORY SKILLS TRAINING AND DECISION MAKING - The training is focused in teaching the Kepner Tregoe Process. It teaches participants to evaluate the risk of a decision that has been made by coming up with the most effective resolution. BUSINESS ENGLISH IN ITS MOST EFFECTIVE WAY IN WRITING - The seminar is about using the English language in business correspondence. It teaches the participants to use the language in the most efficient way by providing brief, accurate, and information driven reports. ORAL COMMUNICATION SEMINAR - The training is about using the English language effectively through oral communication. It focuses on the three pillars of oral communication which includes, listening, reflecting, and responding/speaking. TIME MANAGEMENT SEMINAR - The seminar is about dealing and prioritizing what is important. It also teaches the participants to balance what is important and urgent. TEAM BUILDING SEMINAR - The workshop is about creating a harmonious working relationship in the business unit. It’s about breaking the walls created between the bosses and subordinates. THE PLIGHT OF PROSTITUTED WOMEN IN MINDANAO- Scriptwriter/ Proof reader – The seminar is about using gender sensitive vocabulary in discussing women’s plight in Mindanao. It aims to provide in depth understanding and interpretation of the marginalized sector of the sex trade in the island. HUMAN VOICE (Official publication of the Humanities Department of Ateneo De Davao University)- ContributorWrite a quarterly article about the Humanities Division informing students about the recent activities of the department and future plans. SOFTWARE /TOOLS: Google Suite, Microsoft Office, Reverse Quest (CRM),Black Knight LoanSphere, Discord,Hubspot, Salesforce, Zoho, Canva, Capcut, Grammarly, ChatGPT Monday.com, Asana, SKILLS: Customer Service, Process Improvement, Client Relationship Management, Conflict Resolution, Sales Reporting, Team Collaboration, Effective Communication, Problem Solving, Time Management, Capacity Planning, Attention to detail, Product Knowledge, Scheduling Expertise, Administrative Oversight, Workflow Management EDUCATION: ATENEO de DAVAO UNIVERSITY Jacinto St. Davao City Bachelor of Arts Major in English (2004) -Thesis on “The structural study on the oral narratives of Tagakaulo tribes in Malita, Davao del Sur” -Representative, Student council of Ateneo UNIVERSITY OF SOUTHEASTERN PHILIPPINES Inigo St., Bo. Obrero, Davao City Secondary Education (1999) DOÑA PILAR LEARNING CENTER Rodriguez St., Dona Pilar, Davao City Primary Education (1995) REFERENCES: MARK DOMONDON Team Leader Customer Resolution Ocwen Business Solutions Inc- JOHN DALE REMPIS Team Leader Customer Service Ocwen Business Solutions Inc-