Karen Ricafort
823 J Lantin St. Poblacion Malvar Batangas
Summary
Operations leader with 7+ years of experience in customer service and team management. Proven track record of achieving operational goals and improving agent productivity through targeted coaching and performance monitoring. Strong analytical and decision-making skills contribute to team success and enhanced customer satisfaction.
Overview
8
8
years of professional experience
Work History
Supervisor
Conduent
Lipa
06.2025 - Current
- Led frontline teams to achieve operational goals and service level agreements.
- Monitored performance metrics, identified improvement areas, and implemented corrective action plans.
- Coached and mentored agents to boost productivity and customer satisfaction.
- Collaborated with management to streamline processes and enhance overall efficiency.
Temporary Supervisor
ResultsCX
Lipa
09.2022 - 06.2025
- Led and motivated agents by identifying strengths, weaknesses, and key drivers to improve KPIs
- Delivered training on job tasks, processes, and new updates to ensure operational compliance
- Developed and implemented coaching strategies, conducting root cause analysis to address performance gaps and create actionable improvement plans
- Handled a special task piloting the Service Transformation Agents for the new approach, ensuring smooth implementation and alignment with organizational goals
- Awarded Top Supervisor (Q1 2024) for outstanding leadership and team performance
Operations Resolution Team
ResultsCX
Lipa
08.2021 - 08.2022
- Managed escalation reports, providing detailed year-to-date summaries for leadership review
- Delivered daily escalation reports to supervisors and managers to support decision-making
- Validated agent calls related to cancellations, disenrollments, LEP, and EGHP to prevent complaints and CTMs
Coach
ResultsCX
Lipa
07.2021 - 07.2021
- Coached agents to identify root causes of performance issues and implement corrective actions
- Supported supervisors with workforce management tasks, including schedule adjustments and scorecard updates
- Facilitated huddles, spot checks, and role plays to ensure team calibration and alignment with company standards
Results Associate
ResultsCX
Lipa
10.2019 - 06.2021
- Handled inbound and outbound calls related to eligibility, medications, payments, and plan inquiries
- Trained in Failure to Pay Outbound Campaign, ensuring compliance and customer retention
Customer Service Representative (Billing Department)
Alorica
Lipa
11.2017 - 09.2018
- Assisted customers with billing inquiries, processed payments, and resolved past-due balances
- Delivered exceptional customer service, contributing to improved client satisfaction scores
Education
Bachelor of Science - Industrial Education (Major in FSM)
Bicol University
01.2016
Skills
- Team leadership and development
- Operations management
- Issue escalation and resolution
- Performance coaching
- Analytical thinking and problem solving
- Strategic decision making
Custom Section
- CSAT Champion – Top Team Award, December 2025 Conduent Lipa
- First Member Call Awardee, July 2025 Conduent Lipa
- Top Supervisor (Q1 2024), 2023 ResultsCX Lipa
- Certified Coach, 2023 ResultsCX Lipa
- NC II & III Holder, 2022
- Licensed Professional Teacher, 2017
Timeline
Supervisor
Conduent
06.2025 - Current
Temporary Supervisor
ResultsCX
09.2022 - 06.2025
Operations Resolution Team
ResultsCX
08.2021 - 08.2022
Coach
ResultsCX
07.2021 - 07.2021
Results Associate
ResultsCX
10.2019 - 06.2021
Customer Service Representative (Billing Department)
Alorica
11.2017 - 09.2018
Bachelor of Science - Industrial Education (Major in FSM)
Bicol University