Katheren Pacheco
Customer Service Associate
Caloocan City, Metro Manila
Summary
Dynamic Sales Manager's Assistant at TravelgramPh with proven expertise in sales strategy development and customer relations. Enhanced team performance and boosted sales through innovative marketing strategies.
Knowledgeable in Sales showcasing valuable experience in supporting sales management processes and executing administrative tasks efficiently in Teletech and Afni. Demonstrated ability to assist in developing sales strategies and enhancing team productivity. With proven skills in customer relationship management and data analysis to support sales objectives.
Organized and dedicated Marketing Assistant in BDO with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
20
20
years of professional experience
Work History
Sales Manager's Assistant
TravelgramPh
01.2025 - 01.2026
- Enhanced team performance by providing support in training and development activities.
- Handled order processing tasks efficiently, ensuring timely delivery of products and high levels of customer satisfaction.
- Boosted sales by developing and implementing effective marketing strategies.
- Coordinated product demonstrations, effectively showcasing features and benefits to potential clients.
- Monitored competitor activity regularly, gathering valuable insights that informed company strategy decisions.
- Interacted with vendors, contractors and professional services personnel to receive direct activities, and communicate instructions.
Customer Service Representative
Afni Inc, Verizon
10.2023 - 11.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information in a timely manner.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Care Consultant
Teletech UP Technohub
02.2023 - 09.2024
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Liaised with other departments to facilitate timely resolutions of customer concerns or requests.
- Participated in regular training sessions to enhance understanding of new products or services offered by the company.
- Exceeded performance targets consistently while maintaining exceptional levels of customer service quality.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Resolved complex customer issues, ensuring a positive and efficient experience.
- Responded to customer needs through competent customer service and prompt problem-solving.
Chat Support Representative
Teletech - Novaliches
02.2022 - 01.2023
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
- Promoted upselling opportunities where appropriate while remaining focused on delivering exceptional service within each interaction.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Sales Manager's Assistant
TravelgramPh
01.2019 - 01.2022
- Improved client relations by promptly addressing inquiries and resolving issues.
- Facilitated regular communication among team members, fostering a collaborative work environment that drove success.
- Supported the Sales Manager in setting targets and devising action plans to achieve goals consistently.
- Assisted coworkers and staff members with special tasks on daily basis.
- Established administrative work procedures to track staff's daily tasks.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Interacted with vendors, contractors and professional services personnel to deliver direct activities, and communicate instructions.
Marketing and Service Associate
BDO Unibank
12.2005 - 06.2018
- Streamlined account opening processes for new clients, resulting in a more efficient and user-friendly experience.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
- Supported branch sales goals with effective cross-selling of banking products, increasing overall revenue.
- Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Facilitated smooth account opening processes, making banking more accessible to new customers.
- Handled daily transactional processes, enhancing operational efficiency and customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Bachelor of Science - Computer Science
Arts And Science
Manila, Metro Manila, Philippines 04.2001 -
Skills
Sales strategy development
Adaptability and flexibility
Time management
Call center experience
Customer relations
Problem resolution
Critical thinking
Decision-making
Timeline
Sales Manager's Assistant
TravelgramPh
01.2025 - 01.2026
Customer Service Representative
Afni Inc, Verizon
10.2023 - 11.2024
Customer Care Consultant
Teletech UP Technohub
02.2023 - 09.2024
Chat Support Representative
Teletech - Novaliches
02.2022 - 01.2023
Sales Manager's Assistant
TravelgramPh
01.2019 - 01.2022
Marketing and Service Associate
BDO Unibank
12.2005 - 06.2018
Bachelor of Science - Computer Science
Arts And Science
04.2001 -