KRISTINA YADAO--
I am a tenured customer service hero, who manages a world-class customer success team. I have been
on the customer service industry for over 10 years, where I have supported handled accounts, in the field
of Sales and Billing. I have coached and developed a team of 15 - 20 Customer Service Representatives
to help them achieve significant improvements in sales and productivity. During this time, I have become
an expert in client management, customer compliance and team leadership. I received numerous awards
as a top performing team every month, quarter and yearly.I have provided excellent customer service to
customers from the US and UK. In my years as a customer service professional, I have encountered and
solved many of the customer service and client related issues.My broad experience in the BPO industry
helped me to be proficient in spoken and written English, and have experienced working in the ecommerce industry as well.
If you're looking for someone who can help your business grow by providing a world-class customer
service, I would love to work with you!
WORK EXPERIENCE
Project Manager
Lexigo PTY LTD
August 2018- March 2020
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Respond to clients’ inquiries and requests via email or phone
Provide quotes, follow up and close deals
Manage client relationships and serve as the primary day to day contact for clients
Assign projects to translators
Plan and monitor projects to meet deadlines, quality and budget requirements.
Chat Operator
Hammer Inc.
November 2018- April 2019
• Engage in instant casual conversations to customer messages efficiently following set handle time
• Help customers choose the best car based on their preferences.
• Coordinate appointments with branch managers and customers
Social Media Manager
Linder Apparel and Serpent Clothing
August 2018- November 2019
• Respond to clients’ inquiries and requests via Facebook comments and messenger.
• Track and monitor customer orders through Shopify and Woocommerce
• Provide order status updates and tracking numbers to customers
• Coordinate with supplier and different department for custom orders
• Escalate customer complaints for missing, returned, damaged orders and refund requests.
Operations Supervisor
October 2014-March 2019
Navient
Teleperformance Philippines
Navient is a leading provider of asset management and business processing solutions for education,
healthcare, and government clients at the federal, state, and local levels.
• Provided performance coaching and implemented strategies for career development.
• Ensure that all agents are following US federal guidelines and Compliance protocols by quality
assurance monitoring
• Handled priority escalated calls
• Assisted my team with complex billing issues and recommended corrective action to address those
issues
• Analyzed data to identify trends and behaviors from a performance standpoint and made
recommendations for improvement.
Operations Supervisor
October 2013-April 2014
Sit-Up Ltd
Teleperformance Philippines
Sit-Up Ltd., traded as Bid Shopping, was an English broadcaster which launched in 2000. It operated a
portfolio of falling price shopping television channels to over 12 million homes in the UK.
• Kept agents up to date with all the latest products and promotions so they can explain it to customers
who may be interested.
• Analyzed team and individual statistics; prepared reports; devised and implemented incentive programs
to improve metrics while maintaining Quality.
• Monitored calls to observe employee's demeanor, technical accuracy and conformity to company
policies
• Ensure that Sales targets are met on a daily, weekly and monthly basis.
• Coach and update agents on cross- selling products as needed
Operations Supervisor
May 2013-October--Flowers.com
Teleperformance Philippines
1-800-Flowers.com, Inc. is a floral and gourmet foods gift retailer and distribution company in the United
States.
• Managing large amounts of inbound and outbound calls in a timely manner.
• Support customers with their loyalty and passport programs by making sure that all discounts are
provided by the agents as needed
• Handle priority escalated, Business Gift Services and consumer calls
• Ensure through call monitoring that agents maintain empathy for the customer’s situation while
providing world class service that cultivates and develops high level relationships
• Ensure agents have detailed knowledge of company practices, available flower packages and pricing,
and current promotions to best assist customers through regular skills check and coaching sessions.
Operations Supervisor
February 2010-May 2013
Sallie Mae
Teleperformance Philippines
Sallie Mae is a student loan company with over 40 years of providing student loans for college, supporting
graduate and undergraduate study, and more.
• Managing large amounts of inbound and outbound calls in a timely manner
• Following call center “scripts” when handling different topics and preparing desk drops at agent work
stations
• Identifying customers’ needs, clarify information, research every issue and providing solutions
• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics, make sure that information is cascaded
to the team for compliance.
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or
alternatives and make them a part of coaching.
Customer Service Representative
May 2008- February 2010
Teleperformance Philippines
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Takes calls and listens to client concerns regarding their accounts
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Meet performance targets in all areas such as Average Handle Time, customer satisfaction, and
issue resolution
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Upsell company products and services to customers and meet target sale conversions
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Handles customer complaints regarding billing, payments, etc
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Records actions taken and modifications done during the phone transaction
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Educates clients regarding the product, together with its pricing options, benefits, and features
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Provides answers to client questions and queries regarding their student loans
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Consistently met and exceeded set productivity targets
EDUCATIONAL BACKGROUND
Bachelor of Science (B.S.) Nursing
University of Baguio
June 2006 -June 2008
Bachelor of Science (B.S.)Psychology
Saint Louis University
June 2000-May 2003
