Kristine Dela Peña
City of Talisay, Cebu, Philippines,Cebu
Summary
Results-driven Customer Service Manager with expertise in developing and implementing organisational policies. Coordinates airport operations for arriving passengers, ensuring timely information dissemination. Supervises customer service agents, collaborating closely with management to enhance service quality and measure customer satisfaction.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Customer Service Representative/ Collections Agent
Moder Solutions Inc.
Cebu City
04.2025 - Current
- Supported delinquent accounts by communicating with clients and establishing effective payment plans.
- Collected on aging and past due accounts, coordinating payment arrangements to facilitate remittance.
- Managed customer account inquiries, providing accurate information to resolve complaints and ensure customer satisfaction.
- Addressed customer service enquiries quickly and accurately.
- Conducted account maintenance by updating client information and ensuring data accuracy.
- Managed escrow accounts by facilitating transactions and ensuring compliance with regulations.
Support Ambassador
TDCX Inc
Cebu City
04.2023 - 10.2024
- Resolved reservation queries to enhance customer experience
- Provided accurate global service information to support customer needs
- Interacted face-to-face with customers to promote products and services and increase sales.
- Built strong networks with expatriate communities, engaging them in cultural and promotional activities.
- Achieved forecast growth and hit sales targets, delivering strategies to optimise brand positioning.
Customer Service Agent
Sykes Asia Inc.
Cebu City
08.2020 - 02.2022
- Resolved customer queries via phone, ensuring clear communication and support
- Advised customers on usage of products and services, enhancing their overall experience
- Resolved customer queries over phone and by email.
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
Sales Associate
Teletech Company
Cebu City
11.2019 - 02.2020
- Promoted HP products and services to improve customer engagement.
- Resolved customer queries using active listening and problem-solving skills.
- Assisted customers in finding products, offering detailed information to increase sales and enhance shopping experience.
- Assisted customers in selecting products that best fit their personal needs and preferences.
English as a Second Language
51 Talk Company
05.2018 - 10.2019
- Delivered personalised English lessons to Chinese students, enhancing language skills and confidence for effective communication.
- Supported ESL English as a Second Language authors in achieving linguistic precision in their texts.
- Developed and implemented interactive English as a Second Language ESL curricula tailored to adult learners, enhancing language acquisition and proficiency.
- Cultivated a culture of patience, understanding, and persistence, motivating students to overcome challenges in learning English as a second language.
Customer Service Senior Supervisor
Jeju Air Co. Ltd
Lapu-Lapu City, Cebu
01.2013 - 05.2018
- Co-ordinated airport operations for eligible passengers post-arrival, managed arrival information desk, and ensured timely information delivery.
- Supervised customer service staff to maintain high service standards and enhance overall customer satisfaction.
- Maintained high standards of cleanliness and organisation in the workplace.
- Expertly delegated daily tasks to team members for maximised operational efficiency.
- Monitored inventory levels, ordering stock as needed to prevent shortages.
Customer Service Manager
Manila Integrated Airport Services Corporation
Lapu-Lapu City
01.2007 - 12.2012
- Issued tickets using Amadeus, Sabre, and Quikcheck systems to facilitate seamless passenger travel and enhance customer satisfaction.
- Oversaw cross-utilised employees, including baggage handlers, to maintain operational efficiency and service quality.
- Monitored gate and ticketing/check-in operations for all assigned flights to ensure smooth passenger flow during work shifts.
Education
Bachelor of Science - Management Accounting
University of San Carlos - Main Campus
Cebu City03-2006
Skills
- Customer support
- Payment negotiation
- Payment processing
- Debt recovery management
- Client account management
- Team supervision
- Communication Skills
- Conflict resolution
- Time Management
- Flexibility
- Teamwork
- Critical Thinking Skills
Custom
- Mr. Michael Conscuella, Team Lead, Moder Solutions Inc., +639451579065
- Mr. Prince Joshua Requilme, Team Lead, Moder Solutions Inc., +639491689725
- Mr. Norman Ryan Lamela, Assistant Operations Manager, Moder Solutions Inc., +639567806926
Languages
English
Proficient
C2
Certification
- Customer Service Excellence
- Tier 2 Resolutions
- Trained Collecting Payments
Timeline
Customer Service Representative/ Collections Agent
Moder Solutions Inc.
04.2025 - Current
Support Ambassador
TDCX Inc
04.2023 - 10.2024
Customer Service Agent
Sykes Asia Inc.
08.2020 - 02.2022
Sales Associate
Teletech Company
11.2019 - 02.2020
English as a Second Language
51 Talk Company
05.2018 - 10.2019
Customer Service Senior Supervisor
Jeju Air Co. Ltd
01.2013 - 05.2018
Customer Service Manager
Manila Integrated Airport Services Corporation
01.2007 - 12.2012
Bachelor of Science - Management Accounting
University of San Carlos - Main Campus