Kristina Soriano

KRISTINA SORIANO 26 Ana Kier St. BF Resort Village, Las Pinas City, Metro Manila, Philippines-- EMPLOYMENT BACKGROUND September 2017 - Present Social Media Manager | Business Owner Fragrance Blend Perfume Shop | Las Pinas City, Metro Manila Instagram: @fragranceblend | Facebook: Fragrance Blend Design and implement social media strategies to align with business goals. Generate, edit, publish and share engaging content daily (e.g. original text, photos, basic videos). Communicate with followers, respond to queries in a timely manner and monitor customer reviews. Oversee social media accounts’ design (e.g. Facebook timeline cover, profile pictures and layout) Jan 2013 – November 2019 Call Center Representative AIG Shared Services Philippines | Alabang, Muntinlupa City Frontline customer contact information center for insurance policy, medical bill and indemnity payment status to medical providers and policy owners. Cross-trained to 3 LOBs: Medical Providers, Injured Workers Compensation and First Notice Intake. Jan 2009 – June 2012 Quality Analyst Sitel Philippines | Ortigas, Metro Manila Participates in design of call monitoring formats and quality standards Performs call monitoring and provides trend data to site management team. Uses quality monitoring data management system to compile and track performance at team and individual level. Participates in customer and client listening programs to identify customer needs and expectations. Provides actionable data to various internal support groups as needed. Provides feedback to team leaders and managers. Coordinates and facilitates call calibration sessions for call center staff. Prepares and analyzes internal and external quality reports for management staff review. Perform other duties as assigned EDUCATION Tertiary Aquinas University Bachelor of Science in Nursing- SKILLS Key Skills Leadership Problem Solving and Multi-Tasking Ability to work under pressure Technical Skills Proficient in Microsoft Office Applications (Word, Excel, PowerPoint) Design and develop illustrations, logos and other designs using Canva / Over Application.