karren B.
Open to offersNew to PlatformAbout
Karren R., a former Customer Service Team Lead, is transitioning into a remote or hybrid front-line Representative role. With over 9 years of experience in the customer service industry, she has demonstrated expertise in advanced escalation handling, metric optimization, and CRM utilization. Her professional journey includes strategic leadership at Concentrix Phils, TDCX Phils, PSG Global Solutions, Alorica Teleservices, and ePerformax, where she managed team performance, operational queues, and team development. Karren has a proven track record in performance management through call evaluations and coaching sessions, ensuring compliance with quality standards. Additionally, she spent 4.7 years as a Quality Analyst at Sutherland Global Services and Stellar Global Philippines, where she excelled in evaluation, coaching, and data reporting. Her passion for training was evident during her tenure as a Trainer at ePerformax and Sutherland Global Services, where she facilitated instructional sessions and supported trainees’ transition into live roles. Moreover, Karren brings 2.4 years of hands-on customer support experience as a Call Center Agent at Stellar Global Philippines and Sitel Philippines, specializing in customer interaction and issue resolution.
Experience
Governess
null · 2024 — 2026Delivered English language immersion instruction for a prince to attain fluency. Coordinated with tutors and scheduled enrichment activities to enhance educational development.Team Lead
Concentrix Phils · 2023 — 2024Evaluated recorded calls, chat logs, and emails for quality compliance. Conducted coaching sessions to address performance gaps and tracked individual KPIs. Managed scheduling and monitored live queues to ensure SLAs were met across phone, email, and chat channels.Team Lead
TDCX Phils · 2019 — 2023Evaluated performance through recorded calls, chat logs, and emails. Delivered feedback via regular coaching sessions to support career growth and managed underperformance through PIPs. Oversaw daily operations by monitoring live queues and handling escalations.Team Lead
PSG Global Solutions · 2018 — 2019Conducted evaluations of recorded calls and other communications for quality standards. Ran team huddles to update staff on product changes and daily targets. Analyzed team performance data to generate reports on KPIs.Team Lead
Alorica Teleservices · 2016 — 2018Evaluated calls and communications for accuracy and quality. Provided coaching to agents and facilitated team meetings to align on performance expectations. Monitored scheduling to ensure adequate floor coverage.Trainer/Facilitator
ePerformax · 2016 — 2016Facilitated training sessions for new hires on company culture and workflows. Instructed agents on internal systems and supervised their early interactions with customers.Quality Analyst
Sutherland Global Services · 2010 — 2014Reviewed and graded recorded and live interactions for accuracy. Provided feedback through regular sessions to front-line agents while leading calibration meetings with management. Analyzed quality trends and compiled reports on performance data.Trainer/Facilitator
Sutherland Global Services · 2012 — 2012Conducted training sessions to prepare new hires on company procedures. Monitored performance metrics and reported on training completion rates and assessment scores.Quality Analyst
Stellar Global Philippines · 2009 — 2010Monitored agent interactions for quality assurance and delivered regular feedback. Identified training needs and compiled performance reports for management review.Call Center Agent
Stellar Global Philippines · 2008 — 2009Handled inbound inquiries via phone and resolved customer complaints related to billing and account access. Processed transactions like refunds and updates in the CRM.Call Center Agent
Sitel Philippines · 2007 — 2008Managed inbound customer communications and investigated issues. Logged interaction details in the CRM and escalated complex cases to technical teams.
Skills & Expertise
Education
- High SchoolPio Del Pilar Educational Institution
- ElementaryPaco Catholic School
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