KHARLA CAMILLE N. CABATE
Muntinlupa
Summary
Dynamic and client-focused Customer Service Professional with 11 years of experience in the BPO industry. Adept at building strong client relationships, resolving concerns efficiently, and optimizing processes for quality and speed. Passionate about delivering exceptional service, driving business growth, and fostering team collaboration. Strong communicator with a problem-solving mindset.
Overview
11
11
years of professional experience
Work History
Customer Support Representative
Portman Holdings LLC
06.2024 - 08.2024
- Managed inbound and outbound communications via chat, email, and phone.
- Provided guidance on Textdrip’s text messaging services, including setup, configuration, and troubleshooting.
- Diagnosed and resolved technical issues, working closely with the technical team to enhance customer experience.
Customer Service Representative
DXC Technology
10.2023 - 03.2024
- Assisted clients with insurance policy inquiries, modifications, and cancellations.
- Resolved online platform issues to ensure seamless user experience.
- Explained policy terms and benefits, empowering clients to make informed decisions.
Senior Associate
R1RCM
09.2022 - 03.2023
- Managed patient scheduling for clinical tests and lab procedures.
- Handled administrative tasks related to Quality and Assurance.
Customer Success Specialist
WELLS FARGO
07.2021 - 07.2022
- Delivered customer-focused troubleshooting and issue resolution.
- Managed client expectations and ensured superior service delivery.
HERO Call Center Agent
VALOR GLOBAL
10.2020 - 06.2021
- Assisted customers with payments, troubleshooting devices, and plan modifications.
Senior Agent
IQOR Philippines
04.2020 - 09.2020
- Assisted customers with payments, troubleshooting devices, and plan modifications.
Customer Service Representative
AIG Shared Services
06.2019 - 03.2020
- Resolved customer concerns regarding life insurance coverage, payments, and online troubleshooting.
Customer Service Representative / Subject Matter Expert
Genpact LLC
08.2013 - 11.2018
- Handled credit card concerns, payments, transaction history, and troubleshooting.
- Assisted with checking/savings account transactions, fee refunds, and transfers.
- Conducted coaching sessions, knowledge-sharing activities, and process training for new and existing team members, ensuring alignment with best practices and performance goals.
- Provided constructive feedback and performance evaluations to team members, helping them improve their communication, problem-solving, and adherence to company policies.
- Identified gaps in customer service workflows and recommended improvements to enhance efficiency and client satisfaction. Assisted in developing standard operating procedures (SOPs) to optimize service delivery.
Education
Bachelor of Science - Bachelor of Science in Information Technology
Informatics College
2022
Vocational - Computer System Design and Programming
AMA Computer Learning Center
2009
Skills
- Problem-Solving Expertise
- Regulatory Risk Assessment
- Experienced in Software Utilization
- Proven Leadership Skills
- Effective Communication
- Relationship Management
- Collaborative Skills
- Proficient Task Scheduling
- Proficient in Task Management
- Multi-Tasking
- Proficient in Billing Systems
- Microsoft Office Expertise
Languages
English
Upper intermediate (B2)
Timeline
Customer Support Representative
Portman Holdings LLC
06.2024 - 08.2024
Customer Service Representative
DXC Technology
10.2023 - 03.2024
Senior Associate
R1RCM
09.2022 - 03.2023
Customer Success Specialist
WELLS FARGO
07.2021 - 07.2022
HERO Call Center Agent
VALOR GLOBAL
10.2020 - 06.2021
Senior Agent
IQOR Philippines
04.2020 - 09.2020
Customer Service Representative
AIG Shared Services
06.2019 - 03.2020
Customer Service Representative / Subject Matter Expert
Genpact LLC
08.2013 - 11.2018
Bachelor of Science - Bachelor of Science in Information Technology
Informatics College
Vocational - Computer System Design and Programming
AMA Computer Learning Center
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