Kathleen Joyce A. Mendoza
Clark
Summary
Seeking a role to enhance my skills, deliver quality service, and support the company's vision while contributing to its success and staying competitive in my field.
Overview
9
9
years of professional experience
Work History
Client Relation Specialist
Shore360
Clark, Pampanga
03.2024 - Current
- Coordinate and schedule smoke alarm installation or maintenance appointments, ensuring a 95% on-time success rate and a 20% reduction in reschedules.
- Respond promptly to customer inquiries about smoke alarm systems, achieving a 90% customer satisfaction score (CSAT) and resolving 95% of queries in the first interaction.
- Manage and update booking records with 99% accuracy, providing weekly reports on schedule adherence for operational transparency.
- Optimize field technicians schedules to reduce travel time by 20% and increase completed service calls by 10% daily.
Senior Agent
Iqor Clark (Capital One)
Clark, Pampanga
09.2021 - 03.2024
- Assisted auto loan customers in making accounts current, achieving a 90% success rate and boosting retention.
- Conducted outbound and inbound calls that reduced past-due accounts by 15% quarterly while strengthening customer relationships.
- Delivered tailored payment options during calls, resulting in a 25% improvement in on-time payments.
Senior Agent
Iqor Clark (Credit One)
Clark, Pampanga
02.2018 - 08.2020
- Resolved 95% of customer issues on the first contact, reducing follow-ups by 30% and improving customer satisfaction.
- Processed over 50 credit card payments daily with 99.8% accuracy, enhancing billing trust and efficiency.
- Provided clear explanations of credit card charges, leading to a 25% increase in billing issue resolution satisfaction.
Customer Service Representative
Sutherland Philippines
Clark, Pampanga
09.2016 - 02.2018
- Managed client information through phone calls, emails, and chats, ensuring accuracy in all client interactions.
- Recommended improved procedures and provided explanations and answers to client's inquiries to enhance customer experience.
- Exceeded sales targets and organizational goals by consistently meeting assigned objectives.
Education
College of Arts and Technology - Hotel and Restaurant Services
Immaculate Conception International
01.2016
Skills
- Adaptable Resilience
- Ensures Accountability
- Real Time Monitoring and Precision
- Career and Self-development
- Teamwork
- Communication
- Critical and Creative Problem Solving
- Independent
- Collaborative
Websites
Timeline
Client Relation Specialist
Shore360
03.2024 - Current
Senior Agent
Iqor Clark (Capital One)
09.2021 - 03.2024
Senior Agent
Iqor Clark (Credit One)
02.2018 - 08.2020
Customer Service Representative
Sutherland Philippines
09.2016 - 02.2018
College of Arts and Technology - Hotel and Restaurant Services
Immaculate Conception International