Katherine C.

Assistant Manager for Audio Surveillance-Risk and Compliance Dept

I have over 16 years of experience in customer service, beginning my career in the BPO industry in the Philippines, where I supported customers in the telecommunications, health and financial services sectors, including T-Mobile, Wellpoint,Medicare (VA) and HSBC. Throughout my career, I have consistently provided high-quality support by addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction. My experience as a Customer Service Representative includes handling high-volume inbound and outbound interactions through phone, email, and chat while maintaining excellent service quality and adherence to company policies and SLAs. I have supported customers with billing inquiries, account management, technical troubleshooting, service activations, plan changes, complaints, and escalations, ensuring timely and accurate resolution. I am skilled in de-escalating difficult situations, managing irate customers with empathy and professionalism, and turning negative experiences into positive outcomes. I also have an experience with Quality Assurance. I am a Detail-oriented QA professional with strong analytical and communication skills, experienced in monitoring and evaluating performance, and utilizing CSAT, DSAT, VOC, and NPS insights to drive quality improvements and enhance overall customer experience. Experienced in Audio Surveillance, reviewing and analyzing voice communications to identify and report potential market abuse, ensuring compliance with regulatory standards. In the financial services environment, I have handled sensitive customer information with strict compliance to data privacy, security, and regulatory standards. I am well-versed in identity verification, fraud awareness, and documentation accuracy, ensuring all interactions meet audit and compliance requirements. I consistently maintained detailed and accurate records across CRM systems to support seamless follow-ups and reporting. Over the years, I have been recognized for strong communication skills, problem-solving abilities, and attention to detail. I work effectively in fast-paced environments, collaborate well with cross-functional teams, and adapt quickly to new tools, systems, and processes. My extensive CSR background has equipped me with a customer-centric mindset, strong operational discipline, and the ability to deliver consistent, high-quality service aligned with organizational goals.