KRISTIAN CARREON
P E R S O N A L
S U M M A R Y
Manager with more than 15 years
of work experience and 8 years in
management role. Handled
Customer Service, Sales and
project development. Consistent
success in achieving record-high
customer satisfaction rankings
and process improvement. Able to
guide and lead highly skilled,
cross-functional teams in the
design, development, and launch
of solutions and processes. An
effective analyst, problem solver,
and communicator.
F I E L D S
O F
B A C K G R O U N D
Freelancer| December 2018 - Present
Customer Service Support and Sales Representative
Handles email inquiry, order processing and up-sell.
Handles complaints and escalations
Assists clients to improve their current processes to efficiently handle customer
issues via email.
Handles ticket monitoring and follow-ups.
Works directly with CEO and provides daily/weekly /monthly reports
Part-time English Tutor
Assist Chinese students and professional in improving their English language
Incorporates lesson plans through free talk to improve their conversational English
skills.
Prepares lesson plan and suggestions /feedback
E X P E R T I S E
Customer Satisfaction and Loyalty
Enhancement
Quality Assurance Control
Operations & Process
Implementation
Problem Solving & Decision Making
Six Sigma Methodology
Effective Selling Techniques
Workforce Management
Operations Management
Vendor Management/
Outsourcing
C O N T A C T
W O R K
I N F O R M A T I O N
Mobile: -
Email:-LinkedIn: www.linkedin.com/in/kristiancarreon/
403 Maia Building, Mirea Residences, Amang
Rodriguez Avenue, Pasig City
CIGNAL TV INCORPORATED
Manager | April 2015 – May 2018
Acted as the main escalation point for all Omni-channel customer support requests,
while providing guidance and support to empower the Resolution team
Responsible for the monitoring of the creation and fulfillment of tickets assigned to
all departments within the company
Implemented the automation of ticket distribution and reporting to efficiently handle
the customer issues
Acted as liaison between the Customer Relationship Management group and other
departments within the organization
Partnered cross-functionally to research, align, and analyze targets with
recommendations for identified operational gaps
Designed and executed solutions to reduce costs, drive efficiency, increase customer
revenue, satisfaction, experience and reduce customer churn
Identified error/issue trends to both the frontline support and leadership teams,
providing direction in support of continuous improvement efforts
Improved processes within the department and organization. This improved
efficiency and faster resolution on escalations and VIP endorsements
Piloted the first non-voice contact channel of the company (Social Networking Sites,
Chat, Email Support and Text Messaging)
Developed the ticket ownership concept within the department and personal
handling of issues to improve customer experience
Achieved 92% resolution rate within 48 hours and 73% within 24 hours
Helped to reached more than 70% customer satisfaction for the year 2017
Part of the team to setup the first Business Center of the Company and the first One
Digital Store of SMART Communications, PLDT, and Cignal TV Incorporated
Handled and attended DTI/NTC concerns of the company when it comes to customer
issues/escalations
Awarded as one of the Top Managers for 2017
STARTEK INTERNATIONAL
Senior Team Leader | January 2013 – January 2015
Managed more than 60 employees handling customer service and technical concerns
Handled various performance improvement plan and process implementations to
improve customer satisfaction and sales
Managed team production, call queuing and command center administration, OIC
and Strategic Partner during weekends for the
entire LOB. This provided real time information and updates to the clients
Client Management and in contact with strategic partners of the account
Handled Voice, Chat and Back Office support (e-Commerce Sales), Technical Support
and Customer Service
Implemented Early Warning Indicator Project to lessen attrition and attendance
issues
Health and Safety Security Member – Team Leader for Evacuation Team (Company
Wide)
INFOSYS BPM - PHILIPPINE BRANCH
Team Leader| November 2009 – December 2012
Responsible for placing the right candidates and profiles for all the Customer
Service Accounts of Infosys Manila Delivery Center
Analysts/Support for Customer Service Practice, who assisted 5 Customer Service
accounts of the Center as regards to Operations, Training, Quality, Recruitment,
Workforce and Best Practices
Spear-headed the Centralize Recruitment Team of the company.
Handled Work Force Management Team as part of the Customer Service Practice
Department and Coordinated with Workforce as regards to capacity planning of
every Customer Service Accounts
Handled the compliance report of the entire operations and audited the action
plans of every team leaders and assistant managers to ensure that all deliverables
are met
Customer Satisfaction Champion
TELEPERFORMANCE USA
Supervisor | August 2009 – November 2009
First Call Resolution Champion of the account
Improved the performance of the team from being a bottom performer to a number
one team for 4 consecutive months
Officer in Charged in case the assistant manager is not available
CONVERGYS PHILIPPINES SERVICES CORPORATION
Customer Service and Sales Representative L2 | March 2004 – May 2009
Handled one of the largest US Telecommunication accounts which deal in customer
service, sales, billing/collections and
troubleshooting. (Voice and Non-Voice)
Handled one of the US largest car manufacturers which deals with troubleshooting
and safety
Handled the Nesting Team
Top Seller for more than 1 year
SVI CONNECT
Outbound Sales Representative | September 2003 – March 2004
Handled outbound selling of Discount Cards
One of the Top Sales Agent for 4 consecutive months
C O N T A C T
I N F O R M A T I O N
Mobile: -
Email:-LinkedIn: www.linkedin.com/in/kristiancarreon/
403 Maia Building, Mirea Residences, Amang
Rodriguez Avenue, Pasig City
E D U C A T I O N A L
B A C K G R O U N D
UNIVERSITY OF THE PHILIPPINES - DILIMAN
Advance Business Management Module | 2009
Best in Thesis
Project Consultant
ST. FRANCIS REGIONAL SEMINARY
AB Classical, Major in Philosophy | 2003
Member of the Debate Society of St Francis.
Contributor – News Letter
T R A I N I N G
A N D
S E M I N A R S
Managers’ Leadership Certification Program
First Pacific Leadership Academy
June 2017
Complaints Management
SAS Management Incorporated
September 2016
Leadership Catalyst Program - Leadership through Influence and Effective
Communication
StarTek International
February 2014
On Track Operations Management
Infosys BPO
August 2012
Lean Six Sigma – Green Belt
Infosys BPO
August 2012
Failure Mode and Effect Analysis (FMEA) Process
Infosys BPO
March 2012
Customer Service 300 – 7 Habits of Highly Effective People
Infosys BPO
February 2012
Six Sigma – Yellow Belt
Infosys BPO
Competency Based Interview
Infosys BPO
Professional Skills Workshop
Infosys BPO
O T H E R S
ISO Certification Training
Behavioral Training
Effective Team Meetings
Conflict Management Training
Management Development Program
Effective Time Management Training
Employee Retention Training
Berlitz Language Assessment / Versant (Certified)
C O N T A C T
I N F O R M A T I O N
Mobile: -
Email:-LinkedIn: www.linkedin.com/in/kristiancarreon/
403 Maia Building, Mirea Residences, Amang
Rodriguez Avenue, Pasig City
