Katrina Guerrero-Oding Email & Phone Number

Owner of Kat’s Cake- small home-based business making cakes, bread and pastries

- Managed end-to-end delivery of multi-level and multi-channel support globally (L1 L2 L3 both for retail and enterprise teams, support lab engineers, forum moderators and customer service)- Headed daily operations performance management, process re-engineering, development of team leads, staffing, recruitment and redeployment- Primary point of contact for.

- Same roles as Operations Manager IIAward: Client award for Excellence in Leadership, January 2014 during HK vendor conference

- Manages and oversees the activities of Level 2 retail and enterprise teams ensuring that each engineer performs at par with the standards set by the company and the client- Leads L1/L2 meeting with other sites globally to ensure their technical inquiries are answered and update them with any device issues- Monitors performance of each team member against.

- Manages and oversees the activities of Level 1 retail team ensuring that each engineer performs at par with the standards set by the company and the client- Monitors performance of each team member against specified metrics, and provides necessary support and assistance- Handles call escalations in the absence of SME- Performs tasks related to team.

Monitors calls, emails and chat cases of assigned L1 teams- Provides coaching on areas that need improvement- Takes calls when abandonment rate is high and L1 team needs reinforcementsAwards:- Employee of the Year, Concentrix Christmas Party, December, 2007- Model Employee Award, Account’s First Anniversary, October 22, 2007- Most Outstanding Employee.

- Handles escalations from Level 1 teamsAward: Most numbers of Excellent CSAT- Email Support, August 26, 2006

- Provides phone, chat and email support for SMB devices

- Provides technical support via phone for retail devices