Khristel J.
Mid-Level Customer Service Representative
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About
Khristel Joy Q. S. is a dynamic professional with over 4 years of experience in the customer service and operational management sectors. Currently pursuing a Bachelor of Science in Business Administration with a focus on Operational Management at STI College Lipa, she demonstrates a strong record of operational leadership.
As a Supervisor on Duty at Alorica, she managed customer support teams, aligning their performance with department KPIs and promoting a high-performance culture. Khristel efficiently analyzed performance metrics and spearheaded initiatives to optimize team performance and reduce turnover.
She also excelled as a Customer Care Agent, consistently exceeding performance metrics such as Customer Satisfaction, First Contact Resolution, and Average Handle Time.
Her role as an SK Councilor involves legislative policy development and community engagement to enhance youth welfare in Barangay Bukal. Khristel's academic accolades include being on the President's List and earning high honors in previous academic endeavors.
Experience
Customer Care Agent
Alorica · 2023 — 2025Handled customer inquiries through phone, email, and chat while upholding high standards of professionalism in a fast-paced context. Surpassed performance metrics related to Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Average Handle Time (AHT). Engaged in the promotion of services, processed complex orders, and provided support for challenging customer issues. Ensured data integrity by maintaining accurate documentation of customer interactions in CRM platforms. Adapted to updates regarding product information and service protocols, ensuring consistent communication across customer touchpoints. Leveraged active listening skills to de-escalate sensitive situations, turning negative experiences into successful service outcomes.Supervisor on Duty
Alorica · 2024 — 2024Managed daily operations for customer support teams, ensuring compliance with established performance standards and departmental KPIs. Provided guidance and mentorship to service practitioners, promoting a culture of high performance and service quality. Analyzed performance metrics to pinpoint operational bottlenecks and introduced effective solutions to enhance team productivity. Conducted feedback sessions to align employee development with organizational goals and facilitated seamless transitions between shifts through clear communication and hand-off summaries. Encouraged team engagement by fostering a supportive work environment aimed at reducing turnover.SK Councilor
Sangguniang Kabataan - Barangay Bukal · 2023 — PresentEngaged in the legislative process by formulating policies and resolutions aimed at enhancing youth welfare. Initiated community activities to promote awareness and address youth-related challenges. Worked collaboratively with local government stakeholders and community leaders to advocate for resources dedicated to youth programs. Coordinated logistics and promotional strategies for community events to ensure high attendance and maximize program impact.Cashier/Waitstaff
Ronnie's Eatery · 2020 — 2022Oversaw cash register operations, ensuring accurate payment processing and transaction record maintenance. Delivered exceptional customer service, responding to dining requests while upholding food safety standards. Balanced service demands during peak hours, creating a welcoming and professional atmosphere for guests. Addressed customer feedback and special requests promptly to secure a positive dining experience.
Skills & Expertise
Education
- Bachelor of Science in Business Administration, Major in Operational ManagementSTI College Lipa · 2023 — Present
- Accountancy, Business, and ManagementPadre Vicente Garcia Memorial Academy · 2020 — 2022
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