VINA VANESSA A. KATIGBAK
Supervisor
LAS PINAS
Summary
To attain a position in the field of team management that would allow me to enhance my leadership skills and where my knowledge, experience, and enthusiasm will be applied.
Overview
18
18
years of professional experience
1
1
Language
Work History
Contact Center Supervisor
AIG-Business Processing Services Inc, AIG-BPSI
Muntinlupa City
12.2016 - Current
- Answers escalation calls
- Sends daily reports of the team’s performance
- Monitors and manages the team’s daily/monthly performance
- Executes weekly performance reviews
- Provides coaching to the team
- Spot call audits for each member of the team
- Secure messaging – email support to clients (at least 1 year experience)
Senior Call Center Specialist
AIG-Business Processing Services Inc, AIG-BPSI
Muntinlupa City
05.2013 - Current
- Aka Subject Matter Expert)
- Answers inbound calls in support of customer needs
- Answers escalation/supervisory calls
- Sends daily reports of the team’s performance
- Monitors and manages the team’s daily AHT (Average Handling Time of calls) and quality scores
- Provides coaching for quality misses
01.2018 - Current
- One of the leads that handles the center’s CSAT Recovery Team which aims to improve the reps’ OSAT scores Head of the Training Support Lead initiatives which provide training to bridge customer service gapsDec Assisted with the classroom training of the new hires and help facilitate with their examsAssigned to be in charge of our department’s Feel Good Program: Happy Notes that aims to provide a great working environment for the employees.
Call Center Specialist I
AIG-Business Processing Services Inc, AIG-BPSI
Muntinlupa City
02.2011 - 09.2011
- Answered inbound calls in support of customer needs
- Utilized multiple systems in response of customers’ queries
- Answered an average of at least eighty calls in a day through the call center queue
- Met the average handling time of calls required
- Did “floorwalk” to assist the new hires
- Audited the trainees’ and monitored their calls
- Provided feedback to the trainers regarding their performance
- Took escalation calls as assistance to the Team Leads and SMEs
Senior Call Center Associate
AIG-Business Processing Services Inc, AIG-BPSI
Muntinlupa City
02.2010 - 01.2011
- Answered inbound calls in support of customer needs
- Utilized multiple systems in response of customers’ queries
- Answered an average of at least eighty calls in a day through the call center queue
- Met the average handling time of calls required
Call Center Representative
AIG
01.2007 - 01.2011
- Assisted in coaching new, trainees and provided positive and negative feedbacks to their trainers in line with their work and attitude performance.
- Assisted in coaching new, trainees and provided positive and negative feedbacks to their trainers in line with their work and attitude performance.
Customer Service Representative
AIG-Business Processing Services Inc, AIG-BPSI
Muntinlupa City
01.2007 - 12.2008
- Answered inbound calls in support of customer needs
- Utilized multiple systems in response of customers queries
- Answered an average of eighty calls in a day through the call center queue
- Met the average handling time of calls required, In charge of sending teams attendance and average callbacks/EFTs in a day.
Call Center Associate
AIG-Business Processing Services Inc, AIG-BPSI
Muntinlupa City
01.2006 - 06.2014
- Answered inbound calls in support of customer needs
- Utilized multiple systems in response of customers queries
- Answered an average of eighty calls in a day through the call center queue
- Met the average handling time of calls required
Education
COLLEGE
Bachelor of Arts degree - Behavioral Sciences, Organizational and Social Systems Development
DE LA SALLE UNIVERSITY
High School Diploma - undefined
PAREF WOODROSE SCHOOL
Skills
SKILLSundefined
Accomplishments
PERSONAL ACHIEVEMENTS
2017 Nov to 2018 Aug CSAT Initiative Project Lead
2017 July Headed the Contact Center’s Staff Team Building
2016 Dec Promoted to Team Leader for the Life Contact Center
2013 May Promoted to Senior Call Center Specialist (aka Subject Matter Expert)
2011 Sep Selected as one of the escalation officers to handle and assist in the escalation line.
Circle of 10 Top Call Center Agents
2010 Jan Top 6
2009
Aug Top 6
Sep Top 2
Oct Top 7
Dec Top 8
2007 Team Madison Merit Awards: perfect attendance, quality achiever, productivity achiever, direct marketing achiever
iStarr/Prestige Awards
Gold Star Award
2010 Oct-Dec
2008 Feb
Silver Star Award
2008 Jan-Mar
2007 Oct, Dec
Bronze Star Awards
2008 Apr-Jul, Sep
2007 Jul, Sep, Nov
Additional Information
SEMINARS/TRAININGS ATTENDED
2022 Feb LOMA 281 Passer
2021 Dec Language Training
2018 Apr-July
Trust in the Workplace
Operational Management Fundamentals
Facet 5
Workforce Management Tutorial
Premier Coaching
2017 June-July
Leadership Training
Held at AIG-BPSI, Muntinlupa
To train us how to become efficient leaders
To train us how to handle situations that require effective leadership
2013 Oct
Soft Skills Training for SMEs
Held at AIG-BPSI, Muntinlupa
To train us in answering escalated calls
To strengthen our soft skills in answering escalated calls
2006 Sept 01
DISC Profile Workshop
Held at AIG-BPSI, Muntinlupa
Stands for Dominance, Influence, Steadiness, Conscientiousness
Designed to provide targeted insights and strategies for interpersonal success
Used for personal growth and development, training, coaching and managing of individuals, groups, teams, and organizations
A learning tool to build rapid rapport
Improve customer relationships and customer satisfaction
Improve communication skills through determining communication styles
Enhance and develop coaching and mentoring skill
2007 Jun 23
Caring for Customers Stellar Service Program
Held at AIG-BPSI, Muntinlupa
To develop good customer service skills
To learn how to interact and deal with customers on a human level
Enhance listening skills, projects willingness to help and conveys respect
Timeline
01.2018 - Current
Contact Center Supervisor
AIG-Business Processing Services Inc, AIG-BPSI
12.2016 - Current
Senior Call Center Specialist
AIG-Business Processing Services Inc, AIG-BPSI
05.2013 - Current
Call Center Specialist I
AIG-Business Processing Services Inc, AIG-BPSI
02.2011 - 09.2011
Senior Call Center Associate
AIG-Business Processing Services Inc, AIG-BPSI
02.2010 - 01.2011
Call Center Representative
AIG
01.2007 - 01.2011
Customer Service Representative
AIG-Business Processing Services Inc, AIG-BPSI
01.2007 - 12.2008
Call Center Associate
AIG-Business Processing Services Inc, AIG-BPSI
01.2006 - 06.2014
COLLEGE
Bachelor of Arts degree - Behavioral Sciences, Organizational and Social Systems Development
DE LA SALLE UNIVERSITY
High School Diploma - undefined
PAREF WOODROSE SCHOOL
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