Christine Lourdes Bertis
Las Piñas City
Summary
With 23 years of experience in the customer service industry, including 9 years in leadership roles, I am a seasoned senior customer support officer renowned for managing inquiries with precision. My core expertise encompasses policy implementation, team leadership, handling escalations, and performance management, where I excel in driving operational excellence and facilitating effective training. As a strong communicator and proactive problem-solver, I am committed to boosting team productivity and enhancing customer satisfaction. I also have a background in financial investigations, and my focus on social media communications enables me to nurture an environment that not only fulfills customer needs but also champions self-help resources, ensuring a seamless and positive banking experience. I am proficient in Microsoft Office, SAP, Sprinkler, and Salesforce, with a knack for generating insightful reports and executing quality monitoring. A self-motivated professional, I take a proactive approach to safety, and I am devoted to fostering positive relationships and building cohesive teams.
Overview
15
15
years of professional experience
Work History
Senior Escalations Representative
Wells Fargo
Bonifacio Global City, Taguig City
01.2025 - Current
- Determine the appropriate course of action, and conduct investigative steps to fully identify customer issues.
- Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team.
- Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction.
- Provide subject matter expertise and interpretation of procedures to less experienced individuals, and respond independently to complaints escalated at the highest level.
- Interact with internal and external customers to resolve their issues.
- Interact with the immediate Escalations team to supervise the day-to-day activities of the support Escalations team.
Senior Customer Support Officer
United Overseas Bank Limited
Singapore
08.2022 - 08.2024
- Expertly manage and respond to customer service and card-related inquiries through emails, social media, and written correspondences.
- Proactively liaise with customers, handling all communications via post, email, and social media platforms.
- Deliver timely and precise responses to inquiries from customers and internal business units, ensuring the utmost accuracy.
- Identify and resolve customer issues efficiently, adhering to Contact Centre standards for operational excellence.
- Educate customers on bank products and services, guiding them towards self-help resources.
- Uphold the confidentiality of customer data, safeguarding sensitive information.
- Resolve customer complaints effectively, ensuring documentation of issues and solutions is thorough and precise.
- Prepare and analyze daily team performance statistics and targets for continual improvement.
- Adhere to compliance and control standards in executing customer transaction requests.
- Assess customer needs meticulously, striving for optimal customer satisfaction.
- Answer inquiries professionally, providing accurate information on banking and credit card accounts.
Operations CSR III
TELUS International
Taguig
03.2021 - 05.2022
- Efficiently managed chat and email inquiries for billing and technical concerns for the world's largest search engine.
- Supported cloud computing productivity and collaboration tools, software, and products.
- Ensured 100% accuracy in recording client inquiries and contact details.
- Handled all inquiries with professionalism and assertiveness.
- Professionally responded to customer inquiries and complaints, adhering to MSA, project scope, and client policies.
- Assisted in handling escalated complaints and documentation requests for litigation or regulatory matters.
Compliance Manager
Viajero Rent-A-Car Corporation
Makati
02.2020 - 12.2020
- Enhanced customer satisfaction by developing and implementing efficient service procedures.
- Elevated operational safety compliance through the implementation of robust safety protocols.
- Planned, prioritized, and delegated tasks to ensure optimal departmental functionality.
- Spearheaded strategies to improve service quality, productivity, and profitability.
- Ensured adherence to safety protocols by staff and drivers as a Safety Officer.
- Optimized staff schedules to boost service efficiency and effectiveness.
- Directed daily operations of the customer service team to ensure resource and tool availability for high-quality service delivery.
- Reviewed and resolved customer, client, and staff complaints and feedback.
- Established and tracked resolution processes for customer, client, and driver complaints.
- Addressed complex and escalated customer service issues effectively.
- Monitored corporate clients and units to schedule vehicles for preventive maintenance.
- Collaborated with company management to support and execute growth strategies.
- Conducted staff evaluations and performance management.
- Identified and addressed staff training and coaching requirements.
- Monitored customer service metrics to ensure service excellence.
- Conducted daily quality checks on drivers and their assigned units.
Customer Service Associate
Diversify Offshore Staffing Solutions
Taguig
07.2018 - 12.2019
- Managed client calls and chat enquiries (Singapore Base Telco) - billing, termination, relocation, new order with high efficiency.
- Recorded client details with 100% accuracy enhancing client data reliability.
- Aligned customer needs with optimal products/services maximizing satisfaction.
- Exceeded compliance goals enhancing contact center performance and metrics.
- Providing well-rounded, prompt, high-quality, and professional client service always.
Call Center Manager
British Council Singapore
Singapore
11.2016 - 07.2017
- Spearheaded a dynamic Call Center team, consistently surpassing KPIs and management-set targets.
- Supervised a motivated, high-performing team (6+ members) leveraging technology and resources for exceptional customer service.
- Executed service strategies aligning customer needs with business goals.
- Delivered comprehensive training, enhancing team skills and efficiency.
- Resolved complaints, improving customer satisfaction and service quality.
- Collaborated with Sales & Customer Management leadership to craft and implement strategic solutions for inquiries and complaints, driving business objectives.
- Ensured compliance with administrative procedures and policies, achieving timely and accurate paperwork and record-keeping.
- Continuously monitored and evaluated individual and team performance against KPIs, compiling detailed performance reports.
- Compiled data and analytics for planning, budgeting, and forecasting processes.
- Managed team schedules and oversaw leave planning.
- Led recruitment efforts to build and strengthen team capabilities.
- Ensured timely completion of deliverables, performance reviews, and year-end evaluations.
Team Leader / Trainer
Comfort Transportation Pte Ltd
Singapore
11.2010 - 11.2016
- Directed daily operations to achieve consistent service levels.
- Efficiently oversaw manpower deployment for 120-150 staff members.
- Created strategic action plans, enhancing productivity.
- Trained and mentored new staff for rapid skill adoption.
- Assisted in proactive manpower planning.
- Analyzed monthly reports to develop actionable insights for the VP of the call center.
- Conducted performance coaching for teams of 8 to 19 staff, emphasizing improvement and correction.
- Managed escalations and provided support during floor walks.
- Effectively supervised various ad-hoc activities.
- Submitted monthly proposals for system and process enhancements.
- Prepared, presented, and led CSA and Supervisor meetings.
- Compiled and managed the Monthly Section report.
- Actively participated in the SRC, organizing company-wide activities.
Education
Bachelor of Science - Business Systems and Technology Management
St. Scholastica's College
Manila, PhilippinesSkills
- Customer Service
- Adoptability and Flexibility
- Collaborative Leadership
- Social Media
- Communication
- Escalation management
- Compliance administration
- Performance management
- Process improvement
- Team leadership
- Operational excellence
- Problem solving
- Time-Management
- Interpersonal skills
- Computer proficiency skill
- Commercial awareness
- SAP
- Billing
- Salesforce
- CRM
References
- Allison Koh, United Overseas Bank Limited, Singapore, Singapore, +6598734725, allison.kohch@uobgroup.com
- Junainah Bte Abdul Aziz, Comfort Transportation Pte Ltd, Singapore, Singapore, +6582231296, junainah_aziz@cdgtaxi.com.sg
Languages
English
Timeline
Senior Escalations Representative
Wells Fargo
01.2025 - Current
Senior Customer Support Officer
United Overseas Bank Limited
08.2022 - 08.2024
Operations CSR III
TELUS International
03.2021 - 05.2022
Compliance Manager
Viajero Rent-A-Car Corporation
02.2020 - 12.2020
Customer Service Associate
Diversify Offshore Staffing Solutions
07.2018 - 12.2019
Call Center Manager
British Council Singapore
11.2016 - 07.2017
Team Leader / Trainer
Comfort Transportation Pte Ltd
11.2010 - 11.2016
Bachelor of Science - Business Systems and Technology Management
St. Scholastica's College
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