Ma Christina P.

Customer Support, Client Relations, Fraud Prevention, and Team Coach

I am dedicated and adaptable professional with extensive experience in operations support, customer service, and team coaching. Skilled in performing moderately complex tasks within service center environments, handling customer interactions, and driving team performance through knowledge sharing and mentorship. Key Responsibilities: • Performed data collection, report preparation, project coordination, and system input tasks within internal operations systems. • Interpreted and communicated personnel policies while providing guidance to employees across all levels. • Managed customer intake and correspondence; resolved inquiries and complaints through active listening and issue documentation. • Delivered frontline customer service via phone, email, and letters—handling both simple and complex billing concerns, processing refunds, and explaining account details. • Supported team development through coaching, call analysis, simulations, and onboarding of new hires. • Contributed to performance excellence by sharing best practices and helping improve key metrics (CEM, AHT, QA). Acquired Skills: • Operations & Process Management • Customer Relationship Management (CRM) • Complaint Resolution & Conflict De-escalation • Data Collection & Report Generation • Policy Interpretation & Internal Communications • Team Coaching & Mentorship • Call Analysis & Simulation Training • Multi-channel Communication (Phone, Email, Letter) • Billing and Refund Processing • Performance Metrics Optimization (CEM, AHT, QA) I bring a strong foundation in operational efficiency, customer satisfaction, and team leadership, with a consistent focus on accuracy, service excellence, and continuous improvement.