Kathyryn D.R. De Guzman
Quality Assurance Associate
Wakas
Summary
A responsible career opportunity which I can fully utilize my skills while making a significant contribution to the success of my employer. To be part of a competitive team that will excel in every metric and be able to motivate and help the team and other agents into achieving team and personal goals which can lead to increased job satisfaction and increased company profits.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
10
10
years of post-secondary education
Work History
Customer Service Representative
Off Shore Australian Client
06.2024 - 07.2025
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Quality Assurance Representative
Alorica Philippines
07.2018 - 06.2024
- I've been with a technical chat support account, social media content moderation account and was trained as an agent then eventually started evaluating agents for both accounts.
- As part of being a Quality assurance Representative, I answer email inquiries from the supervisors and the client.
- I also host calibrations together with the offshore client and supervisors, I submit the report that is required by the client to track the progress of the agents I'm evaluating.
Customer Service Representative
West Contact Services INC
11.2015 - 07.2018
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
Sales Clerk
Sanford Marketing Savemore
06.2015 - 10.2015
Education
Secondary -
Taal High School
Taal, Bulacan 01.2008 - 01.2012
Primary - undefined
Bambang Elementary School
Bambang, Bulacan 01.2002 - 01.2008
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Adaptability and flexibility
Data entry
Call center experience
Microsoft Excel
Computer proficiency
Team collaboration
Critical thinking
Problem resolution
Call center operations
Live chat support
Technical support
Microsoft outlook
Administrative support
Accomplishments
- Top Agent November 2016
- Top Agent December 2016
- Top Agent for Quarterly Incentive (Last quarter of 2016)
- TR Visa Warrior September 2017
- Agent of the month December 2017
- TR Visa Warrior July 2017
- Agent of the month April 2017
- Top 2 QAR November 2018
Personal Information
- Age: 28
- Date of Birth: 07/10/95
- Gender: Female
- Religion: Roman Catholic
Timeline
Customer Service Representative
Off Shore Australian Client
06.2024 - 07.2025
Quality Assurance Representative
Alorica Philippines
07.2018 - 06.2024
Customer Service Representative
West Contact Services INC
11.2015 - 07.2018
Sales Clerk
Sanford Marketing Savemore
06.2015 - 10.2015
Secondary -
Taal High School
01.2008 - 01.2012
Primary - undefined
Bambang Elementary School
01.2002 - 01.2008
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