KAREN F. SACLAUSA
Summary
Dedicated Customer Service professional with over 10 years of experience in managing client relations, resolving complex issues, and leading high-performing teams in both local and international markets. Proven track record of exceeding performance targets, fostering customer loyalty, and driving operational excellence in fast-paced environments.
Experienced with comprehensive client assessments, ensuring personalized care plans are in place. Utilizes strong communication and coordination skills to effectively manage client services. Track record of fostering positive client relationships and achieving measurable improvements in client well-being.
Professional with strong background in case management, prepared to make significant impact. Proven ability to collaborate with teams and adapt to changing needs. Skilled in client assessment, resource coordination, and crisis intervention. Reliable and results-focused, with commitment to achieving positive outcomes.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Case Manager
IHG Hotels & Resorts
04.2022 - 08.2025
- Assessed client needs and developed tailored service plans to enhance support.
- Coordinated with healthcare providers to ensure comprehensive care for clients.
- Maintained accurate records of client interactions and progress updates.
- Facilitated client access to community resources and services, improving outcomes.
- Collaborated with multidisciplinary teams to optimize care strategies for clients.
- Trained new staff on case management protocols and best practices.
- Monitored compliance with regulatory requirements, ensuring adherence to standards.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
Customer Service Representative – Chat & Email Support
TeleTech
01.2021 - 01.2022
- Delivered top-quality assistance to customers for a variety of products and services.
- Managed multiple conversations simultaneously with speed and accuracy.
- Received positive customer feedback and recognition for professionalism.
Customer Service Representative – Chat & Email Support
Concentrix Corporation
01.2016 - 01.2021
- Responded promptly to customer inquiries via chat and email channels.
- Resolved technical and service-related issues, maintaining a high first-contact resolution rate.
- Consistently met KPIs in response time, quality, and customer satisfaction.
Customer Service Manager / Senior Supervisor
LBC Express Australia
01.2010 - 01.2015
- Led and supervised daily operations, ensuring compliance with company policies and high-quality customer service.
- Trained, coached, and mentored staff to meet performance goals.
- Handled escalated issues, improving customer satisfaction and retention.
Team Leader
United Airlines
04.1996 - 05.1999
- Led team in achieving project milestones through effective communication and task delegation.
- Developed training materials to enhance team skills and improve operational efficiency.
- Implemented process improvements resulting in reduced downtime and increased productivity.
- Coordinated cross-functional collaboration to ensure alignment with organizational goals.
- Facilitated regular team meetings to assess progress and address challenges proactively.
- Mentored junior staff, fostering professional growth and enhancing team performance.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Education
Undergraduate - Computer Engineering
Far Eastern University
High School Diploma - undefined
La Consolacion School Pasig
Skills
- Customer Relationship Management
- Conflict Resolution & Problem-Solving
- Email & Chat Support
- Process Improvement
- Problem-solving
- Case management
- Time management
- Case documentation
- Organization and multitasking
- Client advocacy
- Email and telephone etiquette
- MS office
- Team Leadership & Coaching
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Performance Monitoring & Reporting
Certification
- Certified Case Manager, IHG Hotel and resort - 2025
Awards
Manager of the Year – LBC Express Australia, Most Productive Team Leader, Agent of the Year – Concentrix, Most Promising Customer Service Representative
Languages
English
Advanced (C1)
Timeline
Case Manager
IHG Hotels & Resorts
04.2022 - 08.2025
Customer Service Representative – Chat & Email Support
TeleTech
01.2021 - 01.2022
Customer Service Representative – Chat & Email Support
Concentrix Corporation
01.2016 - 01.2021
Customer Service Manager / Senior Supervisor
LBC Express Australia
01.2010 - 01.2015
Team Leader
United Airlines
04.1996 - 05.1999
High School Diploma - undefined
La Consolacion School Pasig
Undergraduate - Computer Engineering
Far Eastern University
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