Summary
Overview
Work History
Education
Skills
Timeline
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Krisztle Mae Valdez

Bachelor Of Science In Nursing
Taguig City,N/A

Summary

Flexibility is a trait that we most often hear as a must for every contact center employee and I embody this. I did not shied away from something new or be daunted by constant changes. I showed some apprehension at first but eventually found a way to overcome it. Even without the required learning, I can easily adapt from one role to the next. Due to urgent needs, I fulfilled several tasks out of my scope. I am very reliable. I can always be counted on to do my tasks as diligently as I can, and I still have room to accommodate extra ones.

Overview

4
4
years of post-secondary education
9
9
years of professional experience

Work History

Assistant Call Center Manager

Teleperformance
Makati City, Manila
07.2018 - Current
  • Assists the CCM in executing account-wide initiatives.
  • Accountable for the performance of the cluster.
  • Responsible for maintaining the program's efficiency metrics.
  • Ensuring company policies are followed.
  • Providing leadership and direction to all employees.
  • Ensuring that health, safety, and security rules are followed.
  • Motivating employees and ensuring a focus on the mission
  • Promoted positive customer experience through day-to-day supervision and management

Operations Supervisor

Teleperformance
Makati City, Manila
04.2016 - 06.2018
  • Responsible for direct supervision of 15-18 agents.
  • Responsible for the attainment of client set goals, efficiency targets and overall team performance
  • Performs consistent and effective coaching sessions to address performance gaps.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
  • Working with other supervisors and management team members to support agents and maximize customer satisfaction.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.

Customer Service Representative Specialist

Teleperformance
Makati City, Manila
01.2012 - 04.2016
  • Document all call information according to standard operating procedures Recognize, document, and alert the management team of trends in customer calls.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Responded to customer requests for products, services and company information.

Volunteer Nurse

Potia District Hospital
Alfonso Lista, Ifugao
01.2011 - 03.2011
  • Assessed patients to determine individual needs and develop care plans in coordination with multidisciplinary healthcare professionals, including physicians, case managers and social workers.
  • Observed and reported patient condition, progress and medication side effects to accurately document updates.
  • Followed proper procedure for installation and removal of catheters, IVs and PIC lines.
  • Performed routine wound care and dressing changes on schedule.
  • Educated family members and caregivers on patient care instructions.

Education

Bachelor of Science - Nursing

University of The Cordilleras
Baguio City
06.2006 - 05.2010

Skills

    Performance improvements

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Timeline

Assistant Call Center Manager

Teleperformance
07.2018 - Current

Operations Supervisor

Teleperformance
04.2016 - 06.2018

Customer Service Representative Specialist

Teleperformance
01.2012 - 04.2016

Volunteer Nurse

Potia District Hospital
01.2011 - 03.2011

Bachelor of Science - Nursing

University of The Cordilleras
06.2006 - 05.2010
Krisztle Mae ValdezBachelor Of Science In Nursing