Job Search Status
Open to workDesired start date: 2 weeks notice
Open To Work
Hi, I’m
Kareen Banez
CAINTA
Work Preference
Summary
Dynamic customer support professional with over 20 years of experience delivering exceptional service across diverse industries. Proven track record in leading teams to consistently surpass performance goals while prioritizing customer satisfaction and fostering long-term relationships that drive loyalty. Expertise in streamlining order management processes and optimizing workflows has resulted in significant increases in efficiency and accuracy. A strong customer-first mindset, combined with a passion for team development, contributes to organizational success and drives outstanding results.
Overview
21
years of professional experience
1
Certification
Work History
Kape Technologies
Billing Operations Specialist
08.2017 - Current
Job overview
- Proactive Operational Oversight: Start each day by proactively scanning Slack and email for urgent alerts and high-priority requests, including refund and cancellation requests, and system changes, ensuring swift departmental response.
- Strategic Queue Management: Oversee and manage specialized queues, including Jira for high-priority requests like creating complimentary accounts for journalists and influencers, and a general Zendesk inbox for high-volume ticket resolution (averaging 40+ tickets daily).
- eCommerce Fraud and Dispute Resolution: Lead comprehensive fraud reviews across three brands and manage all PayPal and credit card disputes, including pre-chargeback alerts, to mitigate financial risk and protect company assets.
- Billing and Payment Reconciliation: Analyze subscription adjustments and manage a data-driven issue-tracking sheet to identify and resolve payment issues ensuring billing accuracy and customer trust
- Process Improvement: Lead process improvement initiatives to enhance billing accuracy and compliance with industry regulations
- Cross-Functional Collaboration: Serve as a key liaison between departments to resolve complex billing issues fostering a seamless customer experience
Global Virtuoso
Customer service team leader
01.2016 - 02.2017
Job overview
- Led a team of 10 associates to effectively handle customer inquiries via chat and email, significantly improving response times and customer satisfaction for LDProducts
- Managed customer purchase orders, ensuring prompt and accurate processing to maintain a smooth purchasing experience for clients
- Oversaw the resolution of complex order issues, including fraud and EFT holds and cancellations, which minimized disruptions and improved overall order completion rates
- Utilized tools like Zendesk, SnapEngage, and MS NAV to manage workflow, helping the team maintain high service levels and efficiency
- Provided real-time feedback during team meetings to support team members in achieving KPIs and fostering a culture of continuous improvement
- Collaborated with associates to resolve return requests and status inquiries from marketplaces like Amazon and eBay, ensuring a seamless customer experience
Henkel Shared Services
Senior Customer Service Representative
08.2012 - 05.2014
Job overview
- Mentored and trained team members, which significantly improved service levels and enhanced overall team performance
- Served as the primary point of contact for escalations, effectively resolving customer concerns and maintaining high satisfaction rates
- Managed Purchase Order (PO) verification and order management processes, ensuring timely fulfillment and reducing delays
- Implemented best practices across teams and developed reporting templates for leadership meetings, streamlining communication and decision-making.
- Audited orders for quality assurance, achieving an impressive accuracy rate of 97% or higher, which boosted stakeholders trust and satisfaction
Brady Corporation
Order Entry Specialist
07.2010 - 07.2012
Job overview
- Processed incoming Emedco orders from fax and email, ensuring timely and accurate entry into the system to maintain efficient order flow and meet customer expectations
- Addressed order issues such as obsolete items, PO number verification, and stock discrepancies, which reduced delays and improved order accuracy
- Collaborated with sales representatives and customers to resolve order-related issues, enhancing the overall customer experience and strengthening relationships
- Acted as a backup for distributing team inquiries and handling cross-departmental actions, which ensured seamless communication and support within the organization
[247].ai
Customer service representative
09.2008 - 06.2010
Job overview
- Provided expert assistance for Optus mobile services, helping customers resolve issues quickly and efficiently
- Troubleshot technical problems, ensuring a smooth user experience and minimizing downtime for clients
- Identified upselling opportunities during customer interactions, contributing to increased revenue for the company.
- Achieved high performance recognition, landing top rankings in customer satisfaction and earning the highest salary increase among peers.
- Maintained an exceptional scorecard with an average rating of 4.36/5, showcasing a commitment to meeting and exceeding quality standard
Ammex Corporation
Business Development Manager
05.2007 - 05.2008
Job overview
- Developed targeted sales strategies to increase revenue and expand market presence, leading to a noticeable boost in sales performance for Copiers Northwest
- Cultivated strong relationships with potential clients through effective email communication, phone outreach, and consultative sales techniques
- Created a robust pipeline of repeat customers, driving sustainable growth and ensuring ongoing revenue streams
- Delivered innovative solutions tailored to client needs, contributing significantly to the overall success of the sales team and enhancing customer satisfaction
Teleperformance
Outbound sales representative
10.2004 - 01.2007
Job overview
- Assisted the team lead in managing inbound and outbound sales metrics, helping the team stay focused on key performance indicators
- Contributed to overall team performance by consistently meeting and exceeding sales targets, resulting in a boost in revenue
- Facilitated post-sales customer service, ensuring client satisfaction and fostering long-term retention to strengthen customer loyalty to Dell products
Education
Bicol University
Bachelors, Bachelor of Arts from English
University Overview
Skills
- Team leadership
- Customer-centric
- Analytical problem-solving
- Collaborative team member
- Coaching and development
- Proactive risk assessment
- Standard operating procedures development
- Detail-oriented approach
- Proficient in conflict management
- Clear and concise writing
- Operational efficiency enhancement
- Problem-solving skills
Certification
Lean Six Sigma-White Belt
Timeline
Billing Operations Specialist
Kape Technologies
08.2017 - Current
Customer service team leader
Global Virtuoso
01.2016 - 02.2017
Senior Customer Service Representative
Henkel Shared Services
08.2012 - 05.2014
Order Entry Specialist
Brady Corporation
07.2010 - 07.2012
Customer service representative
[247].ai
09.2008 - 06.2010
Business Development Manager
Ammex Corporation
05.2007 - 05.2008
Outbound sales representative
Teleperformance
10.2004 - 01.2007
Bicol University
Bachelors, Bachelor of Arts from English
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