Maria Kathrina B. Salta

MARIA KATHRINA SALTA TRAVEL CONSULTANT | QUALITY ANALYST | CUSTOMER AND TECHNICAL SUPPORT WORK EXPERIENCE Quality Analyst October 2019 - January 2021 | Sykes Asia SUMMARY Highly talented and skilled professional with 9 years of experience in Customer Service & Technical Support; handling multi-national clients. As someone who can identify the need of customers for effective solutions, I'm committed to deliver high quality service that ensures a positive experience. I work quickly, positively and efficiently. HIGHLIGHTS Top QA | December 2019 | Harman Top Agent | March 2019 | Harman Top Agent | January 2019 | Harman Top Agent | January 2018 - June 2018 | Harman Excel 1.0 Certification Coaching 1.0 Certification Certified Marketing Assistant REACH ME AT: E-mail:-Skype: mkathsalta LinkedIn: linkedin.com/in/mkathrinasalta INTERESTS Editing Video Blog DIY Baking Assessing the quality performance of the representatives who deal with the customers. Assessing agent behavior and coach them in order to reduce negative customer experience. Conducting agent level calibration and internal calibration on a weekly basis to effectively evaluate agent performance and improve customer service. Conducting monthly touch-based sessions with Team Leads to measure and monitor trends such as performance metrics and missed points. Handling potential client escalations and providing feedback to the agent if necessary. Technical Support August 2017- October 2019 | Sykes Asia Providing technical support with issue resolution via Phone, E-mail and Chat. Creating and maintaining customer records to ensure an up-to-date account information. Managing and taking ownership of cases addressing customer issues. Resolving product or service issues by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution and following up to ensure resolution. Customer Service Representative August 2016 - April 2017 | Sykes Asia Maintaining customer record by updating account information. Keeping records of customer interactions for future reference. Addressing customer inquiries and complaints about billing charges. Identifying new phone plans, discounts, service contracts, wireless plans and customer benefit. Travel Consultant March 2011-March 2016 Dealing with customer inquiries about hotel facilities and reservation possibilities. Attending to phone calls and providing customers with required information about the hotel products, packages, services and facilities. Creating and maintaining reservation records by name, date of arrival, confirmation code and promptly processes any cancellations and modifications. Knowing the selling status, rates, and benefits of all packages plans. Getting information about areas of interest in order to target more clients in particular seasons.