Katreena Agustin Email & Phone Number

As a Virtual Events Specialist at ACAMS, I manage and execute virtual events, ensuring seamless operations and exceptional service delivery to presenters and clients. My role involves overseeing the end-to-end process, from pre to post-event coordination.• Oversee the execution of assigned events, collaborating with cross-functional teams to ensure successful delivery.• Leverage Learning Management Systems to set up virtual environments and facilitate events (Virtual Classrooms and Webinars) using Zoom and MS Teams while providing technical support to participants.• Coordinate with speakers and instructors to streamline event logistics and delivery.• Partner with internal teams, including Web, Marketing, Operations, and Content teams, to ensure alignment on event goals.• Provide administrative support to the regional manager.• Handle additional projects and responsibilities as required.

• Exhibited proficiency in navigating and utilizing the Shopify platform to manage customer orders, process refunds, update product information ensuring smooth shop operations.• Proactively assisted customers with product inquiries, sizing recommendations, and troubleshooting, leading to decrease in product-related returns and exchanges for the Shopify shop.

Philippines

• Managed employee training for new hires offering continuous mentorship achieving 90% compliance.• Developed training materials improving onboarding• Managed upskilling that resulted in 25% higher product proficiency and 15% improved satisfaction score.• Collaborated with the operations team to ensure effective onboarding, endorsing 90% of trainees.• Conducted QA elevating scores by 10% and reducing escalations by 20%.• Top Trainer for December 2021, May 2022, and September 2022

Philippines

• Boosted positive behavior by 20% through recognition programs.• Achieved 100% team alignment with business expectations.• Improved quality standards adherence by 15% through call monitoring.• Maintained 98% on-time daily delivery rate in collaboration with the workforce team.

Philippines

• Achieved daily goal for calls, chat and email meeting targets for handling time and transfer rate.• Delivered prompt, friendly, and patient customer support.• Mastered company products and services proactively.• Attained 5-star customer satisfaction across voice, chat, and email.• Achieved 98% first-call resolution rate for technical issues.• Addressed complaints professionally, escalating when needed.• Top Performer of The Year 2020 (countrywide award)

Philippines

Philippines

Philippines