Dynamic leader with a proven track record at Probe Group Philippines Inc, excelling in team leadership and quality assurance. Expert in enhancing team productivity and customer satisfaction through effective coaching and process improvements. Skilled in negotiation with average skills in Microsoft Office, demonstrating adaptability and strong decision-making abilities. Achieved significant improvements in team performance and service quality standards.
Hi, I’m
Karren Ria Rillo
Taguig
Summary
Overview
14
years of professional experience
1
Certification
6
years of post-secondary education
Work History
Probe Group Philippines Inc
Collections Team Leader
04.2023 - Current
Job overview
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Handle escalated complaints, turning initially hostile or negative consumer interactions into productive collaboration on a plan for repayment
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Probe Group Philippines Inc
Quality Assurance Analyst
09.2019 - 04.2023
Job overview
- Support the overall Quality Assurance Framework by
evaluating calls against Probe Group's specified policies and
procedures. Provide constructive and meaningful feedback
and data that can be used to identify areas for improvement. - Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Customer Contact Channels
Help Desk Support Specialist
10.2016 - 05.2018
Job overview
- Convey resolutions to customer issues on a rental vehicle. Extend, shorten or make changes on an open rental agreement.
- Handled escalated calls efficiently to fix unresolved queries from reservations desk. Finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Contact Channels
Customer Service Representative
04.2015 - 10.2016
Job overview
- Looking after the administration and inquiries involved with renting vehicles to businesses and public.
- Assist and help booking a rental vehicle based on customer’s needs.
- Answer general questions about the nature of the business.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Premier BPO
Music Licensing Consultant
12.2012 - 03.2015
Job overview
- Responsible for handling negotiations and music performance license procurement on behalf of SESAC.
- Educated clients on specific requirements and procedures for obtaining licenses in their respective industries.
Premier BPO
Debt Negotiator
11.2010 - 11.2012
Job overview
- Assisting a debtor in negotiating or attempting to negotiate on behalf of a debtor the terms of a debtor’s obligations with one or more collection agencies and law offices
Skills
- Teamwork and collaboration
- Team Leadership & Motivation
- Attention to detail
- Coaching and mentoring
- Able to do various other duties as needed
- Adaptability and flexibility
- Strong decision making in analytical skills
- Quality assurance
- Able to do various other duties as needed
- Verbal and written communication
- Microsoft office
Accomplishments
Accomplishments
- Achieved 2022 TOP QA award by completing various interactions audits with accuracy and efficiency and zero variance from the client's check.
Certification
- Leadership Training (LJMB Training by Louie Banta)
Education
National College of Business And ArtsQuezon City
Bachelor of Science from Accountancy
06.1995 - 03.1997
University Overview
Marikina High SchoolMarikina City
High School Diploma
06.1991 - 03.1995
University Overview
Timeline
Collections Team Leader
Probe Group Philippines Inc
04.2023 - Current
Quality Assurance Analyst
Probe Group Philippines Inc
09.2019 - 04.2023
Help Desk Support Specialist
Customer Contact Channels
10.2016 - 05.2018
Customer Service Representative
Customer Contact Channels
04.2015 - 10.2016
Music Licensing Consultant
Premier BPO
12.2012 - 03.2015
Debt Negotiator
Premier BPO
11.2010 - 11.2012
National College of Business And Arts
Bachelor of Science from Accountancy
06.1995 - 03.1997
Marikina High School
High School Diploma
06.1991 - 03.1995
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