Adept at enhancing operational efficiency and team performance, leveraged problem-solving and operations management skills at Probe CX Philippines Inc to significantly improve customer satisfaction. Through strategic leadership and effective communication, empowered staff, fostering a culture of accountability and continuous improvement, achieving notable gains in productivity and service quality.
Hi, I’m
Catherine Carlos
Operations Manager
Taytay,Rizal
Summary
Overview
16
years of professional experience
Work History
Probe CX Philippines Inc
Operations Manager
04.2022 - Current
Job overview
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised 130 operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led 13 hiring classes, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes by 10%.
- Facilitated smooth collaboration between departments through clear communication channels.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them
Probe CX Philippines Inc
Team Leader
08.2018 - 04.2022
Job overview
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Probe CX Philippines Inc
Learning and Development Trainer
11.2015 - 07.2018
Job overview
- Implemented various learning management systems, simplifying access to educational materials for all staff members.
- Maintained up-to-date industry knowledge through research and networking events, applying best practices to in-house training strategies.
- Promoted a culture of continuous improvement by introducing innovative learning methodologies and tools.
- Tracked employee progress throughout development programs, providing timely feedback for adjustments as needed.
- Facilitated cross-functional collaboration, fostering knowledge sharing across departments.
- Delivered dynamic presentations and workshops to enhance employee understanding of complex topics.
Probe CX Philippines Inc
Customer Service Representative
12.2014 - 11.2015
Job overview
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Sykes Asia
Customer Sales Representative
05.2014 - 11.2014
Job overview
- Assisted call-in customers with questions and orders.
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Improved sales revenue with effective communication of product features, benefits, and promotions.
- Responded to customer calls and emails to answer questions about products and services.
- Emphasized product specifications to meet customer needs.
WW Outsourcing International Services Inc.
Answering Service Operator
05.2008 - 04.2014
Job overview
- Answered incoming calls, greeted callers, provided information and transferring calls to appropriate parties.
- Proactively assisted colleagues as needed with challenging callers or situations, contributing to positive team dynamics and workplace morale.
- Provided exceptional customer support by identifying concerns, clarifying issues, and offering solutions tailored to individual needs.
- Managed a high volume of inbound calls while accurately documenting interactions in the company database.
Education
St Louis School Center High SchoolBaguio City, Philippines
High School Diploma
04.2001
University Overview
- Awarded Loyalty Award
- Elected Captain of Cheerleading Squad
- Member of Class Leaders
University of Baguio Baguio City, Philippines
Bachelor of Science from Hotel And Motel Management
04.2001
University Overview
Skills
Timeline
Operations Manager
Probe CX Philippines Inc
04.2022 - Current
Team Leader
Probe CX Philippines Inc
08.2018 - 04.2022
Learning and Development Trainer
Probe CX Philippines Inc
11.2015 - 07.2018
Customer Service Representative
Probe CX Philippines Inc
12.2014 - 11.2015
Customer Sales Representative
Sykes Asia
05.2014 - 11.2014
Answering Service Operator
WW Outsourcing International Services Inc.
05.2008 - 04.2014
St Louis School Center High School
High School Diploma
04.2001
University of Baguio
Bachelor of Science from Hotel And Motel Management
04.2001
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