Katherine Celeste Email & Phone Number

Account Associate (April 2023 – Present) Assists service operations with capacity and workload planning for holidays and other business disruptions. Schedules, facilitates, and participates in calls (internally), assists in determining client requirements, instructions, and expectations. Documents items discussed on client calls. Create and maintain project plans or trackers and provide routine and timely status updates to the leadership team and/or manager. Perform follow-ups and set reminders to assist team members in meeting the deliverable due dates. Participates in client call/discussion and create minutes of the meeting.Project Coordinator (July 2022 – Present) Works with service operations, business process and analytics teams to ensure that new tasks and projects are appropriately documented and monitored within the due date. Performs project management, monitoring, overseeing deliverables, and administrative support activities of the team. Monitor projects received by the team and must be familiar with every milestone including scope of task, timeline, project stage and status, issue or pending items sign off results Create and maintain project plans or trackers and provide routine and timely status updates to the leadership team Perform follow-ups and set reminders to assist team members in meeting the deliverable due dates Participates in client call/discussion and create minutes of the meeting.

Team Leader (April 2020 – February 2021) Monitored employee performance and provides coaching and constructive guidance to address areas of concern Oversaw the work of 17 full-time employees, measured team performance, communicated problems and reported metrics to Department Head Reviewed and analyzed monthly performance/key performance indicators Provided trainings as necessary Helped drive results and implement best practices to meet the targets for Quality and Productivity Made revisions/adjustments to procedures and protocols as necessary Oriented new team members to the procedures and expectations of the team Assisted with complicated files and provided exceptional customer service via CRM SalesforceProcess Leader (June 2019 – March 2020) Monitored Quality and Productivity scores and provide coaching/feedback to employees Identified root cause for all critical and non-critical errors and help employees who are struggling in meeting their goals/metrics Answered employee questions and assist in solving complicated files Sent a detailed Start of Day report and adjusted secondary tasks/workflow depending on queue and team attendance Ensured that all rush and priority requests are assigned and turnaround times are met Handled new hires training from classroom training, OJT up to Nesting

Makati, National Capital Region, Philippines

Credit Review and Activation Specialist (September 2011 – December 2012) Professionally handled incoming calls from customers, ensuring that issues are resolved both promptly and accurately to achieve first contact resolution Reviewed and performed credit checks for customers applying for wireless service Served as a knowledgeable source for customers, explaining and offering all available options for a wireless service Performed line activations and necessary account changesReceivables Management/Collections Specialist (January 2013 – October 2013) Efficiently handled call inquiries and determine appropriate options to customers’ payment options Handled payment transactions including collections of payments or any outstanding debt for continuity of serviceChat Support Specialist (November 2013 – June 2015) Answered dual chats simultaneously while making sure that requests are handled properly and still in line with quality measuresAdditional Tasks: Responsible of monitoring teammates who had difficulty meeting and maintaining critical metrics such as Quality and Average Handling Time, provided action plans, root cause analysis and report results to a team leader Actively participated in quality call calibration sessions Helped manage the queue to maintain ratio for calls and chat.Healthcare Sales Associate II (July 2015 – September 2017) Answered inquiries of healthcare professionals regarding blood glucose products including but not limited to sending free products for demonstration purposes, providing information of authorized distributors and sending documents/certifications of blood glucose products. Trained to identify health related threats that may be caused by Ascensia products and provided proper and thorough documentation for Food and Drugs Association reporting Did outbound calls to healthcare professionals/clinics and discuss how the products work and how to order them online