Summary
Overview
Work History
Skills
Timeline
Receptionist
Karla Mae Zapanta

Karla Mae Zapanta

Customer Care Team Associate
Bacoor City

Summary

Professional with strong background in customer and client interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

9
9
years of professional experience

Work History

Customer Service Subject Matter Expert

Harte Hanks
07.2020 - Current
  • Answers constant flow of customer calls, emails and chat addressing customer inquiries, solving problems and handling customer complaints.
  • Assist customers and helped with product questions, selections, and purchases.
  • Educate customers about billing and payment processing.
  • Keep records of customer interactions, process customer accounts and file documents.
  • Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
  • Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
  • Mentored and coached team members on QA topics and strategies.

Freelance Event Coordinator

Self Employed Services
11.2016 - Current
  • Established positive relationships with clients, ensuring their needs were met throughout the event planning process.
  • Coordinated schedules and timelines for events.
  • Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
  • Managed budgets effectively, negotiating contracts to secure cost savings without compromising quality.
  • Brainstormed and implemented creative event concepts and themes.
  • Conducted post-event analysis, identifying areas of improvement for future events.
  • Trained and supervised event staff to complete tasks on time.
  • Enhanced brand recognition, executing promotional events that aligned with corporate marketing strategies and goals.

Retail Channel Support

Telstra International Philippines
02.2017 - 10.2020
  • Managed retail accounts to maximize customer satisfaction, loyalty, and retention.
  • Handled B2C inquiries and transactions related to retail products or services.
  • Assist B2B in processing orders accurately and efficiently.
  • Translated complex technical issues into digestible language for nontechnical users.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Offered troubleshooting of connectivity issues across network.
  • Supported dealers through change management by providing guidance on new processes and technologies introduced by the company, ensuring smooth transitions across the network.
  • Assisted in increasing sales revenue by providing exceptional support to dealers throughout the sales process.

Skills

Analytical thinking

Timeline

Customer Service Subject Matter Expert

Harte Hanks
07.2020 - Current

Retail Channel Support

Telstra International Philippines
02.2017 - 10.2020

Freelance Event Coordinator

Self Employed Services
11.2016 - Current

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Karla Mae ZapantaCustomer Care Team Associate