KIM
LAURENCE
URBANO
Pasig City, Metro Manila, Philippines
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SUMMA RY
I have more than 4 years' experience working with clients up to the executive level in my previous role as a Subject Matter Expert. I have completed administrative tasks
that are time-sensitive with the highest levels of quality. I'm well versed at using common office software tools, and I'm quick to learn new tools and processes as
necessary. I have a wide range of skills that I can deploy to grow your business, online reach, and boost your profits
SKILLS
Admin Skills: Calendar Scheduling/Management, Formal Business Email Writing, Email Inbox Management, Meeting Management (including
Minutes of the Meeting creation), Familiarity with the Google productivity suite (Calendar, Drive, Docs, Sheets), Excel Spreadsheet Management
Digital Media Skills: Social Media Profile Management, Content Planning, Curation and Creation for Engagement, Facebook Messenger Bots
Creation and Management
Customer Service Skills: Empathy/Acknowledgement, Structured Troubleshooting, Conflict Management, Rapport-Building
EX PERIENC E
Business Excellence
Analyst/Subject Matter
Expert
April 2014 - January 2020
Hinduja Global Solutions | Quezon City
• Tracking, recording, and analyzing reports- including customer complaints, regulatory compliance and customer
satisfaction scores as per client requirement - with 100% completion rate for all required monitors.
• Participated in Quality initiatives to help drive quality metrics - at least 5 projects deployed to completion.
• Feedback and coaching experience through the OJT coaching program - Helped to regularize more than 10 agents,
and up-skill more than 60 agents.
• Ensuring customer satisfaction by reviewing and remediating as necessary impacted customers in cases of systematic
or procedural errors during customer contacts - with 100% completion rate for regulatory compliance reports required
by the client.
Customer Care Professional
Hinduja Global Solutions | Quezon City, Philippines
December 2011 - April 2014
• Ensured that customer's issues would be resolved at the first point of contact - recipient of at least 3 customer
satisfaction awards.
• Up-selling products and services as may be required - No less than 5 up-sells done per week.
• Improved fellow agents call handling through mentoring role - more than 10 agents coached for call-handling
improvement.
PROJEC TS
Customer Service Captains
• Facilitated group training and that sessions that drove general call handling improvement for more than 60 agents
through 2019 and 2020.
• Created training and upskilling materials that drove process awareness for more than 100 agents.
• Personally conducted one-on-one sessions with more than 30 agents that remedied soft-skill opportunities.
EDUC ATION
Bachelor of Science in
Information Technology
(Sophomore Status)
AMA University
Pasig, Metro Manila
