Summary
Overview
Work History
Education
Skills
Timeline
Generic

Katrina Baterna

Quezon City

Summary

Customer care professional with proven history of enhancing customer satisfaction and addressing inquiries efficiently. Focused on team collaboration and achieving positive outcomes, adaptable to changing needs. Skilled in communication and conflict resolution.

Overview

10
10
years of professional experience

Work History

Customer care representative

IBEX GLOBAL
04.2024 - 07.2025
  • Handle calls and basic troubleshooting.
  • Provide accurate information to customers.
  • Handle customer complaints in a professional and courteous manner, and to be able to identify and address any issues that may arise.
  • Process activation and transferring number requests

Technical Support (voice)

HGS
10.2023 - 04.2024
  • Responsible for lodging a ticket on customer behalf for any technical assistance they require or request.
  • Provide accurate information to customers.
  • Report any issues and delegate it to the engineer on duty for quick assistance.

Automobile account (Voice)

Enshored Inc.
05.2023 - 10.2023
  • Provide accurate information to customers, and make sure that any orders are fulfilled and delivered in a timely manner.
  • Answering customer questions as they come through email, chat, or call.
  • Set up appointments for the services they require to their vehicles.
  • Responsible for maintaining a record of all appointments

Email representative/Financial account (non-voice)

Enshored Inc.
10.2018 - 04.2023
  • Answering customer questions as they come through email, chat, or phone.
  • Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives.
  • Processed requests and enter/update business / personal information in our database
  • Performed the tasks at the required speed and accuracy to meet the client's KPI and SLA requirements.
  • POC Responsibility
  • Send Attendance Report at the start of the shift.
  • Check if all agents within the shift are online.
  • Agents outside the shift should be reported to TL as well if they forgot to go offline.
  • If there are issues affecting productivity for more than 30 minutes should be reported to TL.
  • Assist agents who have queries or need help- but also ask if they tried to make an effort to find the resolution before asking for help
  • Audit refunds.

CSR/Shared Services Account (voice)

Transpeed Communications
12.2015 - 09.2018
  • Answer customer inquiries through call.
  • In charge of sifting incoming calls, communication inquiries, and even schedules

CSR/Au Prepaid Mobile Account (voice)

Call Matrix
05.2015 - 09.2015
  • Manage high volume of phone calls
  • Assist customer in activating their newly prepaid service
  • Answer all inquiries about their billing

Education

Secondary -

Manuel Roxas High School
03.2008

Primary - undefined

Kamuning Elementary School
03.2004

Skills

  • Team collaboration
  • Complaint handling
  • Relationship building
  • First call resolution
  • Product knowledge
  • CRM software
  • Customer service
  • Documentation and reporting
  • Adaptability and flexibility
  • Verbal and written communication
  • Decision-making
  • Email communication

Timeline

Customer care representative

IBEX GLOBAL
04.2024 - 07.2025

Technical Support (voice)

HGS
10.2023 - 04.2024

Automobile account (Voice)

Enshored Inc.
05.2023 - 10.2023

Email representative/Financial account (non-voice)

Enshored Inc.
10.2018 - 04.2023

CSR/Shared Services Account (voice)

Transpeed Communications
12.2015 - 09.2018

CSR/Au Prepaid Mobile Account (voice)

Call Matrix
05.2015 - 09.2015

Primary - undefined

Kamuning Elementary School

Secondary -

Manuel Roxas High School

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Katrina Baterna