Kat Ramilo Email & Phone Number

Metro Cebu, Central Visayas, Philippines

Experienced operations leader with a proven track record in managing large teams and driving performance in dynamic environments. Currently overseeing day-to-day operations for a major business travel campaign at Travelperk, I lead a team of 106+ agents and 8 Team Managers. My focus is on achieving performance metrics through effective coaching.

I handled day to day operations for an Airline campaign (EL AL Airlines). My tasks are but not limited to: -Provide leadership and coaching to a team of supervisors and 60+ contact center agents. -Ensure all performance metrics are achieved through coaching and developing supervisors, oversight of the agent performance management; to include things like.

Quezon City, National Capital Region, Philippines

I handled Nesting for operations and redhat team (Subject Matter Experts) simultaneously for a travel campaign – flights, hotels, car, and travel packages. (GDS trained)My tasks are but not limited to: analyse and manage team performance, provide progressive coaching and come up with targeted action items, lead a team to achieve goals and complete dailly.

Alabang, Muntinlupa City

I worked for a Travel Account (United Airlines) handling 15 Process Associates, ensuring monthly KPIs are met i.e. CSAT, AHT, Reliability, and Adherence, plus admin and Ad Hoc tasks as needed. Mainly, my goal is to determine how we can continuously improve the Agents by looking at performance numbers, Call Audits, RCA and Coaching, and setting clear action.

Ortigas, Pasig City

I worked as a Trip Team Lead for a Travel Accommodations Account (Airbnb). My role was to drive a pack of crewbies ensuring they are supported to reach end of month goals – NPS, Productivity, and Attendance. My job allowed me to audit calls and use SMART Coaching so we can continuously address opportunities.

Baguio City, Cordillera Admin Region, Philippines

I worked as a Supervisor for an Online Shopping Deals Account (Groupon). My job was to create an inspiring team environment, set clear term goals, manage and provide effective guidance to ensure smooth team operations.

Quezon City, National Capital Region, Philippines

I worked as a Cluster Supervisor for Closing shifters (minimum of 70 Agents) for a Telecommunications Account (AT&T Inbound Sales). My main goal is to drive Sales Performance and ensure daily sales conversion is met. I conducted coaching and Sales Analysis, train mid to bottom performers, and initial sales action plans and programs.