Kristine S.
Mid-Level Customer Service Manager
Open to offersNew to PlatformAbout
Kristine S. is a seasoned Customer Service Manager with over 12 years of extensive experience in the Business Process Outsourcing (BPO) industry. Her tenure at Synchrony Global Services Phils. Inc. spans from 2018 to the present, where she provides leadership to a team of 15–25 associates, focusing on fostering team spirit and enhancing performance through strategic coaching and feedback. Her adeptness at project management and strategic decision-making aligns with her commitment to quality and cross-sell metrics, further demonstrated by her strong collaboration with Human Resources to manage performance and policies efficiently. Kristine's prior experience as a Virtual Assistant and Technical Support professional at companies like Task Everyday and Accenture Phils. underlines her expertise in lead generation and administrative management. Her commitment to excellence is solidified by certifications, including Certified Manager and Lead Generation Skills Training, underscoring her capabilities in strategic planning, analytical thinking, and multitasking within high-pressure settings.
Experience
Customer Experience Specialist
SYNCHRONY GLOBAL SERVICES PHILS. INC. · 2019 — 2020Offered constructive feedback to ensure quality across the portfolio, maintaining standards in Quality, Process, VOC, Compliance, and FCR. Ensured consistent quality in call handling and provided guidance based on observed performance. Assisted underperforming team members in their development through coaching. Delivered reporting and analysis to support operational metrics and facilitated training sessions via huddles.Customer Service Representative
SYNCHRONY GLOBAL SERVICES PHILS. INC. · 2018 — 2020Provided high-quality customer service, processing payments and sharing account status information. Assisted colleagues, particularly new representatives, during periods of lower proficiency on the floor.CUSTOMER SERVICE MANAGER
SYNCHRONY GLOBAL SERVICES PHILS. INC. · 2018 — PresentLed a team of 15 to 25 associates while promoting a collaborative team environment, establishing performance standards, and conducting evaluations. Provided coaching on performance-related metrics and executed necessary performance management measures. Monitored call quality and operational performance to enhance team efficiency. Collaborated with Human Resources regarding staffing and workplace policies. Managed timekeeping and attendance while facilitating the sharing of best practices among management. Identified areas for improvement to support policy and organizational changes.Virtual Assistant
Task Everyday · 2018 — 2018Demonstrated a strong work ethic and a commitment to service excellence. Enhanced operational efficiency and customer satisfaction while managing a range of administrative tasks accurately. Handled appointment scheduling and executed lead generation efforts. Managed social media accounts.Technical Support/Chat Support
Accenture Phils · 2015 — 2018Performed computer diagnostics, tune-ups, and troubleshooting for hardware and software issues. Addressed connection and network problems, including router and printer setups.Customer Support
Converges / Concentrix · 2011 — 2015Delivered customer support for Xbox consoles, assisting clients with billing transactions and troubleshooting console-related issues.
Skills & Expertise
Education
- Bachelor of Business AdministrationUniversity of San Jose-Recoletos · — — 2011
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