Krizia K.
Mid-Level Customer Experience Specialist
Open to offersNew to PlatformAbout
Krizia Katrina B. is an experienced Customer Experience Representative and former Fraud Analyst with a professional background in the e-commerce, tech sales, fintech, and insurance sectors. Her tenure at international firms such as American Tall (Canada), Tech Sales Mentors (US), and Canvy ApS (Denmark) has involved managing high-volume customer support via email, chat, and phone, handling escalated service issues, and executing process improvements for increased efficiency and satisfaction. At Concentrix and Alorica in the Philippines, Krizia Katrina B. resolved complex benefit inquiries for a major health insurer and analyzed fraudulent credit card activity, ensuring regulatory compliance. She has managed transaction processes via Stripe, led service QA checks, supported sales lead generation, and optimized content with SEO and keyword integration to boost organic traffic for SaaS platforms.
Experience
Customer Experience Representative
American Tall Remote · 2025 — PresentHandled over 100 daily customer emails and chats, providing personalized service. Resolved high-impact escalations within SLA and conducted root cause analysis to prevent repeat issues. Worked with cross-functional teams to identify and address recurring problems while advocating for customers. Suggested enhancements to services, contributing to improved team efficiency and customer satisfaction. Consistently monitored and met KPIs.Candidate Assistant | Executive Assistant
Tech Sales Mentors Remote · 2024 — 2025Composed and sent more than 100 personalized emails weekly to hiring managers through Lemlist, which enhanced candidate interview response rates. Optimized over 50 candidate resumes tailored for tech sales positions. Managed candidate tracking dashboards in Airtable and Notion for effective pipeline visibility. Oversaw multiple shared inboxes in Front to ensure timely responses. Processed transactions through Stripe with complete accuracy and organized interview scheduling to minimize conflicts. Created weekly hiring reports using Google Sheets and Airtable.Customer Experience Specialist
Canvy ApS Remote · 2021 — 2023Addressed more than 50 customer inquiries daily via email, chat, and social media, achieving a high satisfaction rate. Handled refunds and subscription issues, fostering user retention. Managed disputed transactions to reduce financial loss while offering basic technical support and troubleshooting. Acted as the liaison between customers and internal teams, providing feedback to improve product experience. Conducted QA checks on support interactions to ensure compliance with company standards. Created blog content to enhance SEO visibility and maintained social media engagement.Customer Service Representative – One Guide Program
Concentrix Philippines · 2020 — 2021Advanced to Tier 2 support to address escalated benefits or claims inquiries for Cigna members. Provided real-time chat support for medical, dental, and vision benefits. Investigated claims issues, collaborating across departments for swift resolution. Verified eligibility and claims issues using FACETS while guiding members through the myCigna portal.Customer Service Representative
Concentrix Philippines · 2019 — 2020Offered first-level support for Cigna clients regarding coverage, billing, and documentation inquiries. Achieved a high accuracy rate in processing claims, pre-authorizations, and eligibility verifications while exceeding KPIs. Delivered support through multiple channels, ensuring adherence to HIPAA standards.Fraud Analyst
Alorica Philippines · 2018 — 2019Began as a Chargeback Specialist and transitioned to Fraud Analyst, focusing on detecting fraud risk. Analyzed large volumes of transaction data to identify suspicious patterns, thus minimizing fraud losses. Maintained full compliance with Visa and MasterCard regulations in fraud prevention procedures.Chargeback & Dispute Specialist
Alorica Philippines · 2016 — 2018Investigated more than 100 daily chargeback claims for a major US credit card issuer. Verified disputed transactions and compiled necessary documentation for financial institutions. Provided customer support across various communication channels while minimizing losses through precise documentation.
Skills & Expertise
Education
- Bachelor of Technical Teacher EducationValenzuela City Polytechnic College
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