Ma. Cristina Bautista Email & Phone Number

Valenzuela, NCR, PH

• Reports to the Chief Firm Administrator and Founder
• Managed and trained a team of virtual assistants focusing on intake, initial pleadings preparations, scheduling, service emails, and settlements
• Collects, examines, and organizes claim/legal documents for attorney review and case preparation
• Drafts and proofread correspondence and legal documents, such as pleadings and contracts
• Files and maintains legal documents
• Assists with the preparation of reports and case files

Sta. Rosa, Laguna

• Account: T-Mobile (GenCare & PIA)
• Single point of contact and chief decision maker for T-Mobile Training Department of Sta. Rosa, Laguna
• Responsible for the end to end training process, knowledge management, overall learning experience (in and out of the classroom) and results
• Owns performance on all new hire & TCC for the site
• Owns deployment of training standard processes (and customizations for the site) – including process design, inventory and change management
• Responsible for individual developments of Trainers, Training Assistants and TCC support staff

Naga, Camarines Sur

• Account: McAfee (Corporate, Customer Service, Technical Support, Sales and Retention, Mobile Technical Support)
• Observes, coaches and develops trainers through immersion on different projects and activities that would yield results for the trainer and the program
• Supervises delivery of training and nesting operations
• Train classes when required
• Monitors, analyzes and improves new hire performance in classroom, nesting, and during 30-60-90 days tenure
• Plan, plot, manage training resources for ramps and backfill classes

Ortigas, Pasig

• Account: Rakuten (Customer Service, Marketing, and Toolbar Support)
• Reports to the Senior Vice President (external client) as a Customer Service Manager
• Communicates with Account Managers to provide solutions and improve service to existing clients and customers
• Completes client specific Key Performance Indicator Reports and other related reports regarding client’s use of program
• Analyzes client and user data, feedback and social media ratings to improve current service and support
• Reviews and implements per project directives as assigned by the external client

Ortigas, Pasig

• Account: FreeCause (Customer Service and Toolbar Support)
• Reports to the Senior Vice President (external client) as a Customer Service Manager
• Analyzes client and user data, feedback and social media ratings to improve current service and support
• Responsible for handling escalated customer service requests and inquiries by exceeding SLAs
• Manages and resolves escalations through continuous communication with Level 2 Support and Account Managers of specific clients
• Creates, develops, and reviews Process Documents and Training Manuals for Customer Service and Merchant Development Teams

Bonifacio Global City, Taguig

• Account: McAfee and Sony Digital Imaging (Customer Support)
• Reports to the Training and Quality Director or Training Supervisor
• Designs and delivers appropriate client programs to up-skill and further develop existing Operations employees in relation to client expectations
• Delivers company induction
• Delivers Learn to Grow Network sessions
• Conducts Training Needs Analysis for program specific development

Bonifacio Global City, Taguig

• Reports to the Quality Supervisor or immediate supervisor
• Performs evaluations to call and e-mail agents
• Delivers evaluations and provides coaching to agents
• Maintains and encodes evaluations of agents in NICE
• Maintains and generates daily/weekly/monthly performance reports
• Design and deliver appropriate client programs to up-skill and further develop existing Operations employees in relation to client expectations

Bonifacio Global City, Taguig

• Reports to the Team Leader or immediate supervisor
• Performs administrative duties as assigned by the Team Leader
• Maintains and generates the attendance/break offsets/aux code usage reports of agents within the team
• Imparts immediate assistance to CSRs during floor support schedule
• Handles call escalations from CSRs
• Responds to faxes, updated, and Tech2 e-mails

Bonifacio Global City, Taguig

• Reports to the Team Leader or immediate supervisor
• Responds to faxes, updated, and Tech2 e-mails
• Maintains accounts of customers upon request through inbound calls

Bagong Ilog, Pasig City

• Maintains the Customer Order Management Menu of PRISM
• Maintains Customer File in PRISM
• Encodes and maintains Sales Orders in PRISM
• Maintains the attendance record of all employees
• Maintains records of all company communication
• Generates reports needed by the Managing Director

Las Piñas City

• Reports to the Subject Area Coordinator
• Handled First and Third Year Students
• Taught MS – Word, Excel, and Access
• Supervised school events related to subject handled
• Generates quarterly, monthly, and weekly progress reports of students
• Interacts with parents to monitor their child’s interests and development