Klim Kate Calahati
Rosario,Cavite
Summary
Results-driven Customer Service and Operations Professional with 8 years of BPO experience in multi-channel support and technical troubleshooting. Delivered exceptional customer experiences, resolved complex inquiries, and developed high-performing support teams. Expertise in active listening and problem-solving to enhance customer satisfaction and align with organisational objectives.
Overview
1
1
Language
10
10
years of professional experience
Work History
Annual Enrollment Specialist
ADP Philippines
Makati City
05.2025 - 12.2026
- Led end-to-end annual open enrollment process, facilitating selection and modification of health insurance, retirement contributions, and other benefit options for employees and clients.
- Managed benefits enrollment and employee updates for portfolio of 80+ clients annually, ensuring accurate and timely processing.
- Coordinated with HR teams, benefit carriers, insurance brokers, and payroll teams to align processes and promptly resolve issues.
Freelancer
Freelance Services
Freelance Services
11.2024 - 04.2025
- Managed assigned tasks independently, adapting to changing client demands and ensuring consistent follow-through on commitments.
- Provided responsive customer support, effectively communicating and resolving client queries to enhance satisfaction.
- Delivered remote administrative support, ensuring tasks were completed accurately and on time to meet client expectations.
Operations Trainer
BetMGM, NCH Customer Support Services
Pasay City
08.2020 - 10.2024
- Evaluated & Measured Growth: Administered and tracked monthly knowledge assessments to systematically measure learning retention and evaluate post-training floor readiness.
- Onboarding & Facilitation: Facilitated weekly onboarding sessions for new hires, equipping them with core competencies in client processes, compliance regulations, software systems, and essential soft skills.
- Curriculum Design: Designed and deployed targeted training programs aligned with operational KPIs and evolving process requirements.
- Nest & Hypercare Mentorship: Guided new agents through nesting and hypercare phases, providing real-time coaching to ensure a smooth transition to live production environments.
- Refresher & Remedial Training: Developed and delivered custom refresher modules addressing metric dips and process updates, enhancing compliance and ensuring operational consistency.
- Instructional Design & Content Creation: Authored engaging e-learning modules and interactive learning paths utilizing Articulate Storyline and Rise 360.
- System Expertise & Platform Mastery: Served as Zendesk Subject Matter Expert (SME), utilising platform knowledge to streamline training workflows and enhance agent troubleshooting.
- A results-oriented compliance and fraud prevention specialist dedicated to training operational teams in frontline risk controls. Focuses on advanced document verification methods, red-flag detection in onboarding workflows, and execution of robust AML procedures to mitigate financial crime risks.
Technical Support Associate
Optus, Former Convergys
Alabang
03.2018 - 09.2019
- Isolated root causes effectively through problem-solving across hardware, software, and network environments.
- Guided users through troubleshooting steps, enabling them to resolve basic issues independently.
- Recorded recurring issues and resolutions, facilitating quicker follow-up for future incidents.
Customer Service Representative
RMS Collect Philippines Inc
Cavite
11.2016 - 12.2017
- Managed inbound customer calls, providing professional guidance on account status and payment options to enhance customer satisfaction.
- Clarified account terms, deadlines, and repayment options in straightforward language to improve customer comprehension.
- Reviewed account information before contact to prepare accurate responses and reduce repeated clarification during calls.
- Documented customer interactions in case system to maintain accurate histories and facilitate effective follow-up communication.
Education
Bachelor of Science - BS Psychology (Undergraduate)
Lyceum of the PhilippineS University
CaviteSkills
Project Management
- Timeline management
- Project scheduling
- Project planning
- Meeting coordination
- Project documentation
Benefits Compliance
- Microsoft Excel
- Enrollment Process Management
- Eligibility Verification
- Employee Benefits Coordination
- Carrier Relationship Management
- Benefits Data Management
Training Facilitation
- Training Needs Analysis
- New hire onboarding
- Interactive Training Delivery
- Training Impact Measurement
- Coaching and mentoring
- Instructional design
Client Relationship Management
- Client Query Resolution
- Omnichannel Client Support
- Process Optimisation
Languages
English
Advanced
C1
References
- Jemielou Lopez — Training Manager
ladyyorforger009@gmail.com
0907 400 3908 - Jernie Mercado — Team Manager
jernie.mercado@entaingroup.com
0945 678 0309
Timeline
Annual Enrollment Specialist
ADP Philippines
05.2025 - 12.2026
Freelancer
Freelance Services
11.2024 - 04.2025
Operations Trainer
BetMGM, NCH Customer Support Services
08.2020 - 10.2024
Technical Support Associate
Optus, Former Convergys
03.2018 - 09.2019
Customer Service Representative
RMS Collect Philippines Inc
11.2016 - 12.2017
Bachelor of Science - BS Psychology (Undergraduate)
Lyceum of the PhilippineS University