Kristylle Abenojar Samonte

Kristylle Samonte Davao City, PH | - | LinkedIn |-WORK EXPERIENCE US-Based Client Remote Virtual Assistant/CSR/SMM July 2023 –March 2024 ● Managed the film team and fulfillment team to deliver orders promptly and ensure customer satisfaction. ● Managed and increased social media presence on TikTok and Instagram, achieving a 67% boost in followers within a month. ● Engaged with the audience by responding to comments and tags on social media platforms. ● Addressed customer concerns promptly by answering emails, and ensuring customer satisfaction using Zendesk. ● Assisted the CEO in maintaining quality assurance. Alorica Davao City, PH Quality Assurance Representative July 2022 – July 2023 ● Evaluated calls of 60 or more customer service representatives in two different sites per month by using a manually generated grading form, to ensure quality service is provided for the customers. ● Provided and shared feedback to the team managers to identify areas of improvement by sending QA alerts, which then translated into an increase of the agent’s QA score by 9% or more. ● Raised awareness on areas of improvement for both sites by creating a WWW report, which decreased repeated mark-offs on QA evaluations. ● Attended internal calibration with the QA team, and external calibration with the clients and team managers to assess and calibrate calls to maintain accuracy, standardization, and repeatability in measurements, and also assure reliable benchmarks and results. This resulted in synonymous and consistently accurate measurements across the entire operations department. Alorica Davao City, PH Customer Service Representative June 2021 - July 2022 ● Provided prompt and accurate answers to general inquiries, catered to reservation cancellations, and modifications initiated by approximately 30 or more customers daily, and generated at least three perfect CSAT surveys every shift, greatly contributing to the increased customer satisfaction rating. ● Booked 11 or more hotel and restaurant reservations every shift across 18 different properties by providing efficient customer service which increased the sales of the team by 5%. ● Provided alternative fallback options to customers who showed resistance to booking a hotel reservation by offering 7 or more rebuttals which increased the assurance of first-call resolution in the team. EDUCATION MATS College of Technology Bachelor of Science in Electrical Engineering Davao City, PH SKILLS & INTERESTS Skills: Customer Service| Microsoft Office | Cloud Contact Center Application | Salesforce | Learning Management System | Digital Phone and Communication | Social Media Management | Virtual Assistance Interests: Digital Marketing & Operations | Data Analytics | Accounting and Financial Management | Social Media Management | Music | Writing | Travel References: Available upon request