Krestine Grace

Krestine Grace Bona Personal info Date of Birth:17/02/1992 Nationality: Filipino Address: Laspiñas City, Metro Manila 1751 Phone number:- Email address:- Profile Experienced Call Centre Representative who exhibits a professional demeanour and excellent communication and interpersonal skills. Knowledgeable about Amazon processes Willingness to accept challenges along with the ability to work under pressure Goal-oriented and motivated individual along with the ability to work independently Work experience Arvato Bertelsmann – Amazon M@ Vector 3 Bldg. Alabang Philippines Quality Coach/Chat Support 02/2018 – present 24/7 chat support for Amazon Customer Service Assisting sellers on their Seller Central Account on how to: Create listing Add a Product Add a variations Chargeback claims A-Z Guarantee Claims How to Appeal Inquiries on their disbursement date Manage Orders Manage Inventory Maintain their Performance Metrics User Permission Refunds and Returns SYKES ASIA INC. ATC Corporate Center Philippines Quality Assurance Analyst 10/2016 – 02/2018 Established defined quality standards for all work aspects of the organization Investigated and solved escalations and satisfied customers with concrete solutions to their problems Identified areas and opportunities to upgrade quality standards within management processes and systems Lead QA Calibration with the clients every week Monitor calls of representatives and ensure they are addressing customers' needs as per set protocols SYKES ASIA INC Glorietta 1, Makati City Philippines Customer Service Representative –YellowPages 02/2015 – 09/2016 Assisted customers' on all their advertising needs. Resolved triage case in a timely manner Processed all the customers' request including payments, cancellation, changes.. etc. SYKES ASIA INC.  Glorietta 1, Makati City Philippines Customer Service Representative – MetLife 02/2014 – 02/2015 Provided customer's their dental benefits Assisted dentists to file for claims. Courses Sykes Quality and Monitoring Training Basic Excel Training Coaching Tactics for Team Leader