Katherine M. Felipe

KATHERINE M. FELIPE L13 B3 Richland Subdivision 5 Bagbag, Novaliches, QC 1116 -- CAREER OBJECTIVE: To be able to continue my career with a stable and profitable organization and use my experience while continuing to be challenged. PERSONAL INFORMATION: Date of Birth: 27 August 1981 Civil Status: Married Religion: Roman Catholic Nationality: Filipino EDUCATIONAL BACKGROUND: Bachelor of Science in Physical Therapy (BSPT) Emilio Aguinaldo College Manila June 1998 – April 2003 St. James School of Quezon City Tandang Sora, QC June 1994 – March 1998 WORK EXPERIENCE: IBM Business Services, Inc. / ConcentrixOctober 2010 – July 2016 Was part of customer service for a top bank in the UK; logged complaints for customers for a possible misselling of insurance and provides the outcome or options to take further action. Was also trained for back office wherein we answer queries, furnish letters, depending on the task that had been added on the case. Worked as part of the Collections back office team from October 2013 to June 2014 for the same telecommunications account; answer queries and provided feedback to external debt collections agencies regarding delinquent accounts and determine if debt can be collected; furnished letters to advise customers of their past due bills; removed records for deceased customers and settled debts. Assisted Pay As You Go/Prepaid customers to activate and/or register their new SIM card; assisted with customers’ mobile account; offered bundles depending on the customer's usage; explained credit and usages. Assisted Pay Monthly customers in updating their account; processed payments; change in Talk Plan; add bundles or extras; served as front liners to customers who want to speak with the appropriate department. WORK EXPERIENCE (cont…) SC Reservations, Inc. (IHG)September 2005 – August 2010 Customer Retention Specialist / Quality Specialist Assisted members, agents and hotels with queries regarding the program; Handled escalated calls from internal and external clients; Was also tasked as a Manager On Duty when Team Managers are off-site or have meetings; Assisted and managed new hires during their nesting period through call monitoring, role plays and written exams. Also, experienced as a Quality Specialist. Hotel Help Desk Specialist Check accounts of loyalty members; Book hotel reservations for members; Assisted hotel staffs regarding the program. VXI Global PhilippinesAugust 2004 – August 2005 Worked as Customer Service Representative for a US-based clothing line and a telecommunications company. Process orders for women’s apparel; Check order status; Answer inquiries; billing explanation and offered phone features. Source One Asia / Customer Contact CenterNovember 2003 – March 2004 Worked as an inbound seller for a project-based account; we place order from customers, modify/cancel orders; offer more than one or other available products. CERTIFICATION: Licensure for Physical Therapy (2004) Career Service Professional Exam (2004) QUALIFICATION SUMMARY: Experienced working in fast-paced environments, demanding strong, organizational, technical and interpersonal skills. Confident and poised in interactions with individuals at all levels. Detail-oriented, efficient and effectively completes tasks under minimal supervision.