Katherine Lapuz
Imus, Cavite
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
10
10
years of professional experience
Work History
Associate
Concentrix
08.2023 - Current
- Deployed problem solving, analytics and intuitive skills and offered productive solutions that met customer needs.
Sr. Operations Representative
Capital One Philippines
Alabang, Muntinlupa, Philippines
06.2021 - 07.2023
- Resolved complaints to satisfy customers and encourage future transactions.
- Followed standard operating procedures when handling customer problems and complaints.
- Opened new accounts and documented personal, demographic, and payment information in system.
- Received average of 50 calls per day
Officer in Charge
Protek Telecoms Support Inc
San Dionisio, Paranaque, Philippines
09.2017 - 04.2021
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Analyzed and reported on key performance metrics to senior management.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Reported issues to higher management with great detail.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed approximately 150 employees across different departments
Single Point of Contact
Protek Telecoms Support Inc
Bicutan, Paranque, Philippines
09.2016 - 08.2017
- Facilitated team productivity by providing strong leadership and surmounting challenges.
- Communicated with team members to enforce deadlines and quality standards.
- Performed supervisory duties managing around 15 employees per day
Fleet Clerk
Protek Telecoms Support Inc
Bicutan, Paranaque, Philippines
09.2015 - 08.2016
- Worked with drivers, customers and company personnel to resolve service issues, routing and planning and mechanical problems.
- Supervised maintenance team and effectively delegated assignments to optimize processes.
- Established process to justify gas consumption. Performed certain adjustments and gave recommendation to areas that need improvement.
- Managed and monitored around 80 vehicles daily
Call Thru Personnel
Protek Telecoms Support Inc.
BF Homes, Paranaque, Philippines
08.2014 - 08.2015
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Made outbound calls for around 300 customers daily
Education
Bachelor of Science - Industrial Technology, Computer Technology
Universidad De Manila Mehan
Ermita, ManilaWork Immersion - Office Clerk
X-Pert Skilled And Development Corporation
Grace Park, Caloocan05-2013
Skills
- Complaint resolution
- Outstanding communication skills
- Tactical planning
- Analytical and Critical Thinking
- Organization and Time Management
- Knowledgeable in Microsoft Office and Google Suite
Timeline
Associate
Concentrix
08.2023 - Current
Sr. Operations Representative
Capital One Philippines
06.2021 - 07.2023
Officer in Charge
Protek Telecoms Support Inc
09.2017 - 04.2021
Single Point of Contact
Protek Telecoms Support Inc
09.2016 - 08.2017
Fleet Clerk
Protek Telecoms Support Inc
09.2015 - 08.2016
Call Thru Personnel
Protek Telecoms Support Inc.
08.2014 - 08.2015
Bachelor of Science - Industrial Technology, Computer Technology
Universidad De Manila Mehan
Work Immersion - Office Clerk
X-Pert Skilled And Development Corporation