Kristine Anne P. Zerrudo

KRISTINE ANNE PINEDA-ZERRUDO 163 Brisbane St., Greenpark Village, Pasig City Telephone #- Cellphone #- E-mail - OBJECTIVE Continue the passion for learning and undergo extensive exposure in various aspects of business to enhance skills and knowledge and to achieve high work and quality standards in a good working environment. WORK EXPERIENCE TGK- Asia Specialist May 2017 – Mar 2021 IVAS Virtual Assistant February 2016- May 2017 Convergys Philippines Customer Service Representative February 2014- February 2016 TGK- Asia Specialist January 2012- December 2013 COSMOTEC CONTACT CENTRE INC- Q.C. Team Supervisor October 2010- January 2012 WINSOURCE SOLUTIONS Team Supervisor March 2006- October 2010 SVI CONNECT CORP Team Leader August 2004- February 2006 Enforces the operation's goals, policies and procedures, implement standards in the company's training and development, supports agents, handles escalations, monitors the cue, and works in conjunction with administration. To be able to handle 10-15 agents To motivate, coach and educate my agents to achieve maximum results Handle campaigns and manage lists Directly reports to Operation’s Manager Ensuring improvement on rep’s selling skills without compromising the quality of work Handled Inbound and Outbound Campaigns Analyzes management reports and evaluate performance metrics SVI CONNECT CORP Call Center Agent November 2001 – July 2004 One of the top reps and consistent performer on the team Sold consumer products to American clients Responds to customers concerns accurately and appropriately Investigates and clarifies consumer comments, questions and concerns by using active listening and probing skills SKILLS/RECOGNITION I am computer literate, proficient in windows and the Internet. I am hardworking and very initiative. I am a people- person with good interpersonal and communication skills. I am well rounded, self-motivated, can do multi tasking, and can work well even under pressure with a team or independently. Recognized as 2007 Team Supervisor of the Year. Leadership and Management Training CCAP Contact Center Conference August 02-03, 2011 CAREER DEVELOPMENT 1. The Leader as Coach: Coaching for Real Results 2. How to Work Better with Almost Anyone: Handling Chronic Complainers, Time Stealers, Loudmouths, Emotional Vampires, and Other Difficult People 3. Thinking Critically and Creatively: Techniques for Sparking Ideas, Solving Problems, and Rethinking the Status Quo 4. Step Up to Supervisor: Making the Transition from Buddy to Boss 5. The Total Leader: Essential Skills for Successful Management 6. Prescription Motivation: First Aid for Burned-Out Teams 7. Communicating Across Cultures: Working Together in a Global Marketplace TESDA Training Call Center Finishing Course July 11-27, 2011 Conducted by: Jeffrey Bautista Ebridge Leadership Training Tele Connect- Tele Management December 11, 2010 Marriott Hotel Erick John Dacutan- Project Manager Winsource Solutions Inc. Leadership Training Winsource Solutions, Inc. December 27, 2008 - January 3, 2009 CEO Harold Jose EDUCATIONAL BACKGROUND TERTIARY PHILIPPINE SCHOOL OF BUSINESS ADMINSTRATION Aurora Blvd, Quezon City - BSBA Major in Marketing SECONDARY Republican College Cubao, Quezon City - MIRIAM COLLEGE Loyola Heights, Quezon City - PERSONAL PROFILE Date of Birth:May 1, 1976 Sex:Female Nationality:Filipino REFERENCES Rosette Bulandoz Operations Manager Reed Elsevier Shared Services- Maricar Dela Pena Subject Matter Expert Convergy’s Phils-