Karen Frances E. Email & Phone Number

Guest Service Associate Tier 2:• Successfully handled escalated customer service cases, maintaining a 95% resolution rate for intricate issues, providing satisfactory resolutions, and ensuring customer retention.• Designed and implemented training materials for Tier 1 associates, resulting in a 30% decrease in call escalation rates and a 25% increase in first-call resolution.• Implemented a streamlined process that reduced average handling time by 20%, leading to increased team productivity and improved customer satisfaction ratings.Case Manager:• Achieved a 15% increase in case closure rates by implementing efficient case management strategies, ensuring swift resolution for guests and co-owner's issues and disputes.• Redesigned and developed case-tracking systems, resulting in a 25% reduction in response time and increased team capacity, enhancing overall operational efficiency.Ops Manager Assistant:•Spearheaded a facility improvement initiative, resulting in a 30% reduction in operational costs while maintaining quality standards.•Implemented an inventory tracking system that reduced excess stock by 25%, minimizing waste and ensuring optimal resource utilization.•Conducted training sessions for operational staff, resulting in a 40% increase in task accuracy and efficiency, contributing to a smoother workflow and enhanced productivity.Learning & Development Specialist:•Revamped existing training programs to align with changing industry trends, resulting in a 40% improvement in employee skill acquisition and job performance.• Introduced innovative learning materials and methodologies, such as e-learning modules, leading to a 25% decrease in training time and an increase in knowledge retention among trainees.

• Rigorously assessed product estimates for competitive pricing, securing the best discount rates to maintain a competitive edge in the market.• Orchestrated cross-functional teams to meet project deadlines consistently, ensuring the successful execution of initiatives

• Implemented robust data validation processes, resulting in a significant reduction in errors by 30% and ensuring higher accuracy in reports and analytics.• Developed and implemented automated data processing workflows, resulting in a 40% increase in operational efficiency, reducing manual efforts, and enhancing productivity.• Led comprehensive data analysis projects, extracting actionable insights that directly contributed to strategic decision-making, driving revenue growth by 15% within a quarter.

• Strategically managed property listings, resulting in a consistent increase in occupancy rates by 20% within the first year, utilizing targeted marketing strategies and competitive pricing analysis.• Implemented guest feedback initiatives, resulting in a notable improvement in guest satisfaction scores by 25%, fostering positive online reviews and repeat bookings.• Revamped property maintenance procedures, leading to a 15% reduction in maintenance issues through efficient owner negotiations and preventive maintenance scheduling, ensuring properties were well-maintained within the timeframe required and budget.

• Provided exceptional customer-tech service in Regulatory and Sustainability field with financial and billing expertise on Stripe while troubleshooting hardware and software issues, internet connectivity, and other technical service using web-based and API tools for three LOBs of the account.• Answered client partners' inquiries daily through phone, email, chat, and Zoom meetings.• Managed calendars, onboarded suppliers through Zoom, and updated CRM data, spreadsheets, and other records for platform inputs, billing and invoices with 100% quality• Provided managerial support to local team and help manage day to day business operations.• Set up weekly huddles to discuss strengths and opportunities.• Generated reports to forecast volume of services and efficiency of local WAH team.

• Spearheaded client service operations, 90% delivery of quality customer service vital to sustaining and growing accounts as well as 100% productivity of my team within specified andtargeted monthly KPI goals.• Helped with administration of performance reviews based off biweekly coaching sessions and proposed strategic action plans with the team consisting 20 representatives to improve and grow.• Hired 2-3 batch of potential employees, trained, and provided support with Operations.• Planned and organized team building activities, creating a team that cohesively works together towards a common goal promoting employee focused culture that increased 50% of motivating the team and keep the attrition rate at 0%.

• Reviewed 150+ claims and contracts per day; determining insurance coverage and maintained superior quality-control audits for claims processing at 100%.• Performed administrative tasks, such as maintaining updated CRM data and handling policy interpretation growing accounts 20+ more daily.

• Handled escalated customer calls and guided agents to take calls and use customer service tools reducing AHT at 7 mins.• Audited weekly calls, emails, and chats of the team increasing solved rate at 90% and increasing CSAT at 95%.• Prepared monthly reports of targeted goals and KPIs helping Team Leader in developing effective coaching plans and trainings to support Operations team.

Quezon City, National Capital Region, Philippines

• Answered 80+ phone, email, and chat inquiries from our customers regarding software or hardware issues driving first contact resolution rate at 90%.• Reviewed and evaluated number of system replacements and technical service work orders decreasing it by only 3-4 requests per day.• Solved 99.2% of Level 1 support tickets without needing to escalate to Level 2 and 3 support engineers.

Quezon City, National Capital Region, Philippines

• Used Siebel CRM to collect and document customer requests, and service plan inquiries, and recommend solutions such as equipment dispatch replacements and activation of new devices, reducing replacement work orders 40% of 80+ requests daily.• Provided troubleshooting on devices on 80+ customers per day and ensure customers are satisfied by following up helpful articles through email serving future self-help service.• Maintained 95% CSAT across three month period.

Bachelor Of Science - Bs, Clinical Laboratory Science/Medical Technology/Technologist

Science, Technology, Engineering, And Mathematics, Clinical/Medical Laboratory Science/Research And Allied Professions