Cristina Cabahug
Bago
Summary
Motivated and detail-oriented professional with more than 7 years of experience in BPO industry. Skilled at understanding customer and employee requests and meeting needs. Adept at managing multiple tasks and projects simultaneously while meeting deadlines. Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service.
Overview
8
8
years of professional experience
Work History
Operations Supervisor - Logistics Account
Ubiquity Global Services Philippines
09.2023 - 04.2024
- Managed three specialty teams under a US-based logistics company.
- Taking supervisor calls and resolving issues of the callers.
- Managed internal operational standards and productivity targets.
- Kept a high average of performance evaluations.
- Completed 20 coaching per week.
- Validates attendance such as log-in and log-out on a daily basis to avoid pay disputes.
Operations Supervisor
Transcom Asia l Transcom City
05.2019 - 06.2023
- Handled multi-skills agents doing phone calls, chats, and emails under a UK-based retail account.
- Completed 15-18 coaching and audit per week.
- Daily huddle with the client to discuss numbers from yesterday's performance.
- Weekly touch-base with the client and performance read-out.
- Taking supervisor call/chat.
- Managed internal operational standards and productivity targets.
- Evaluated team member performance and productivity through coaching and team huddles, provided feedback, and implemented corrective actions.
- Team Lead of the 5 selected agents to handle retention calls.
- Received awards for being TOP Team Lead and Top Team.
CSR
Transcom Asia l Transcom City
07.2017 - 05.2019
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing, and process refunds.
- Retaining customers by providing tailored-fit perks and benefits.
- Subject Matter Expert and assist newly hired agents when it comes to processes.
Technical/Customer Service Representative
Panasiatic Solutions l Villamonte
09.2016 - 06.2017
- Technical/Customer Service Representative to a Telco account.
- Help out customers if they're having issues with their mobile phones.
- Process payment for a prepaid load.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Delivered excellent customer service
Education
Under-graduate Associate in Information System
Bacolod City College
Bacolod City, Province Of Negros Occidental, Philippines09.2009
Secondary Education -
Ramon Torres Dulao National High School
Bago City, Negros Occidental05.2007
Primary - Primary
A.M Espinos Elementary School
Bago City, Negros Occidental05.2003
Skills
- Excellent communication skills
- Adept in both Google and Microsoft Suites
- Able to manage multiple tasks strategically while meeting the expected output
- Customer Relations
- Performance monitoring
- Operations Management
Work Experience Details
- CSR, Transcom Asia
- Operations Supervisor - Logistics Account, Ubiquity Global
- Operations Supervisor, Transcom Asia
Timeline
Operations Supervisor - Logistics Account
Ubiquity Global Services Philippines
09.2023 - 04.2024
Operations Supervisor
Transcom Asia l Transcom City
05.2019 - 06.2023
CSR
Transcom Asia l Transcom City
07.2017 - 05.2019
Technical/Customer Service Representative
Panasiatic Solutions l Villamonte
09.2016 - 06.2017
Under-graduate Associate in Information System
Bacolod City College
Secondary Education -
Ramon Torres Dulao National High School
Primary - Primary
A.M Espinos Elementary School
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