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.
• 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.

• 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.

Philippines

Philippines

Philippines