Katrina M.
Junior Customer Service and Retention Specialist
Open to offersNew to PlatformAbout
Katrina M. is a skilled Customer Service and Retention Specialist based in Tacloban City, Philippines, with over three years of experience in the BPO industry. She has effectively contributed to the Telco and Insurance sectors by mastering customer retention strategies, resolving billing conflicts, and setting appointments. Her expertise includes adeptly navigating CRM software and maintaining compliance with various regulations, such as HIPAA. At Virtual Staffing Solutions, she excelled as a Retention Specialist and Billing Specialist, handling over 100 calls daily and consistently surpassing key performance metrics like Average Handle Time (AHT) and Customer Satisfaction (CSAT) scores. Katrina's previous roles at Mancao E-Business Solutions and PrimeHub Solutions further honed her abilities in data analysis, client engagement, and utilizing data analysis tools. Her educational foundation from the Asian Development Foundation College rounds out a robust professional profile well-suited to supporting client relations and operational excellence.
Experience
Retention Specialist
Virtual Staffing Solutions · 2024 — 2025Handled over 50 inbound and outbound calls each day, addressing customer requests related to cable, landline, and internet service cancellations, downgrades, or disconnections. Offered alternative solutions and loyalty offers to retain customers and strengthen relationships with key accounts.Billing Specialist
Virtual Staffing Solutions · 2023 — 2023Managed over 100 international calls daily, providing assistance on billing inquiries for cable, landline, mobile, and internet services. Utilized various computer systems and CRM tools to resolve billing discrepancies while maintaining professional communication.Phone / Appointment Setter
Mancao E-Business Solutions · 2023 — 2023Conducted targeted outbound calls to Life Insurance policyholders to discuss additional benefits. Qualified leads effectively and scheduled appointments for consultations with Life Insurance Specialists.Audio Transcription
Freelance - OneForma · 2023 — 2023Transcribed recorded audio into time-stamped segments while accurately reflecting the spoken content, including colloquialisms and slang. Applied project-specific tags for speaker identification and background context.Customer Care Associate
Virtual Staffing Solutions · 2022 — 2023Received over 100 inbound calls regarding inquiries related to Home, Car, and Health Insurance. Verified customer demographics and provided information on Medicare benefits while ensuring compliance with HIPAA regulations.Customer Care Associate (Seasonal)
Virtual Staffing Solutions · 2022 — 2023Engaged with customers through calls and live chats for inquiries and orders related to Wine.com. Offered personalized recommendations, processed orders, and tracked shipments upon customer request while utilizing CRM tools for efficiency.Customer Care Associate (Pharmacy)
Virtual Staffing Solutions · 2022 — 2022Managed calls to customers regarding the Medication Management Program and provided information on pharmacy services. Coordinated with healthcare providers and updated patient information in the internal database.Customer Care Associate
PrimeHub Solutions · 2021 — 2022Conducted over 100 outbound calls to seniors, guiding them through healthcare options to secure Medicare Advantage products while adhering to regulations and maintaining customer satisfaction.
Skills & Expertise
Education
- Bachelor of Secondary EducationAsian Development Foundation College · — — 2021