Kathleen S.
Mid-Level IT Support Specialist
Open to offersNew to PlatformAbout
Kathleen S. is a versatile professional with a diploma in Information and Communications Technology from the Polytechnic University of the Philippines. She has accumulated valuable experience in the IT and customer service sectors, primarily within healthcare accounts at Concentrix. As a Tier 2 Specialist, she skillfully managed escalated inquiries requiring in-depth product knowledge and played a critical role in resolving complex customer issues. Her expertise in handling bill payments and processing refunds highlights her efficiency in ensuring customer satisfaction. Kathleen further demonstrated her leadership capabilities by training new hires as a Product Ready Trainer, thus enhancing team readiness and performance. Previously, she served as a Production Coordinator at DCX PH, where she managed customer orders, coordinated with freight carriers, and ensured smooth operational workflows. Her technical proficiencies include MS Office, Python, and web development skills, supported by relevant certifications in web development and computer systems servicing.
Experience
Tier 2 Specialist
ConcentrixManaged escalated inquiries related to healthcare, leveraging advanced product knowledge to address complex customer concerns. Ensured service quality by resolving issues that extended beyond first-line support, while also processing refunds and handling tickets for unresolved in-store purchases and bill payments.Customer Service Representative (Inbound/Outbound)
ConcentrixDelivered professional voice-based support for healthcare account inquiries. Conducted outbound outreach to promote account services, supporting sales growth. Maintained compliance with quality guidelines while providing accurate information and developing strong communication and problem-solving skills within a high-volume support environment.Product Ready Trainer - Healthcare Account
ConcentrixDesigned and delivered structured training to new hires, focusing on account processes and standards. This initiative supported the creation of a consistently prepared team capable of achieving performance goals.Production Coordinator
DCX PHOversaw the processing and management of customer orders according to client specifications. Maintained accurate logistics updates by monitoring shipment tracking, and coordinated both full truckload (FTL) and less-than-truckload (LTL) shipments. Collaborated with team members to streamline daily operations and ensure process efficiency.
Skills & Expertise
Education
- Diploma in Information and Communications TechnologyPolytechnic University of the Philippines – Institute of Technology · 2019 — 2022
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