Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Kristine Hope Mirafuentes

Valencia City, Bukidnon

Summary

Experienced call center professional with over 10 years of expertise in customer support, specializing in resolving account and service issues. Proven ability to handle complex customer concerns while maintaining high levels of satisfaction. Strong in computer skills and telephone etiquette. Eager to take on new challenges and further develop skills while contributing to the company's success.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Recruitment Specialist

Operations Validation/ Concentrix Corp
08.2024 - Current
  • Conduct final interviews to evaluate candidates' qualifications, cultural fit, and alignment with company values and account-specific needs.
  • Perform thorough interviews to assess candidates' potential retention and attendance risks, including work history, motivations, and long-term goals.
  • Profile applicants based on their skills, experiences, and behavioral assessments to ensure they are matched with the most suitable accounts or job roles.
  • Maintain accurate and up-to-date records of candidate evaluations, interview notes, and profiling results in the applicant tracking system.
  • Analyze candidate profiles to identify potential retention or attendance risks, such as employment gaps, short tenures, and unexplained job transitions.
  • Provide insights on candidates' work habits, reliability, and long-term viability based on interview responses and supporting documentation.

Team Leader - Service Delivery

Catalina Marketing / Concentrix Corp
01.2021 - 08.2024
  • Lead a team of 15-19 support representatives, overseeing daily operations and ensuring adherence to company policies and performance standards.
  • Monitor team performance metrics (KPIs) such as resolution time, customer satisfaction, and productivity, ensuring alignment with company goals.
  • Conduct weekly one-on-one coaching sessions with team members, providing constructive feedback on performance, offering support, and setting actionable improvement plans.
  • Facilitate regular team huddles to share updates, address challenges, and celebrate successes.
  • Handle supervisor-level escalations, taking over complex customer interactions and resolving issues promptly to ensure customer satisfaction.
  • Join weekly meetings with upper management and stakeholders to discuss team performance, improvement areas, and action plans.

Subject Matter Expert

Catalina Marketing / Concentrix Corp
01.2019 - 01.2021
  • Assist Tier 1 support agents with complex issues, providing real-time guidance and expert advice.
  • Review escalated cases and guide Tier 1 agents through resolution processes to enhance their problem-solving skills.
  • Conduct regular one-on-one coaching sessions with Tier 1 agents to address skill gaps, improve performance, and reinforce best practices.
  • Lead team huddles to discuss updates on product knowledge, emerging technical issues, and effective resolutions.
  • Communicate directly with clients outside of office hours for urgent issues, providing advanced troubleshooting and resolution support.

Customer Service/Technical Support

Catalina Marketing / Concentrix Corp
01.2015 - 01.2019
  • Responded to consumer requests via email
  • Troubleshot print and printer issues/coupon printing issues in US based retailer stores
  • Entered customer interaction details in Salesforce to track requests, document problems, and record solutions offered
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
  • Troubleshot and resolved customer complaints and issues.

Tier 2 Technical Support Specialist

Linksys / Concentrix Corp
01.2008 - 01.2015
  • Diagnose and resolve complex technical issues escalated by Tier 1 support /Manage escalated tickets from Tier 1 support, prioritizing urgent or complex cases.
  • Troubleshot, researched, diagnosed, documented, and resolved complex technical issues on devices and internet connectivity issues
  • Resolved customer complaints and concerns with strong verbal and negotiation skills
  • Documented all customer interactions using Salesforce to capture data in the processing system
  • Followed up with customers after completed sales to assess satisfaction and resolve any technical or service concerns
  • Showcased product features to customers and discussed technical details to overcome objections and lock in sales.

Skills

  • Clear English Communication skills
  • Ability to Use Positive Language
  • Inbound and Outbound Calling
  • Order Fulfillment
  • Administrative support
  • Basic Google Docs knowledge
  • Basic MS Office knowledge
  • Networking
  • Internet Research
  • Sales
  • Technical Support
  • Troubleshoot
  • Customer service expert
  • Teamwork
  • Excellent work ethic
  • Responsible
  • Complaint resolution
  • Good listening skills
  • Ability to multitask successfully

Certification

  • Lean Six Sigma Yellow Belt Training
  • Training for People Managers - 2023
  • Managing New Responsibilities as a Leader
  • Toolkit for New Leaders
  • Psychological Safety Skills Training for People Managers
  • GROW Coaching
  • Recruiting, Hiring, and Onboarding
  • Interview Training for Hiring Managers and Teams

Timeline

Recruitment Specialist

Operations Validation/ Concentrix Corp
08.2024 - Current

Team Leader - Service Delivery

Catalina Marketing / Concentrix Corp
01.2021 - 08.2024

Subject Matter Expert

Catalina Marketing / Concentrix Corp
01.2019 - 01.2021

Customer Service/Technical Support

Catalina Marketing / Concentrix Corp
01.2015 - 01.2019

Tier 2 Technical Support Specialist

Linksys / Concentrix Corp
01.2008 - 01.2015

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Kristine Hope Mirafuentes