KATHRYN WENDY E.

RABAGO
B43 L3 Ph4 Sarist St., Soldiers Hills 4 Subdivision
Molino Bacoor, Cavite, 4102
Telephone: (046) 5026025 Mobile: 0927-4479697
Email: whendz09@yahoo.com/ kathryne.rabago@gmail.com/
kathrynwendyerabago@gmail.com
__________________________________________________________________________________________________________________

Objective: To join well-established companies where I can put into practice my expertise and
at the same time achieve a high level of performance.

Work Experience:

June 28, 2010 – present

Intelenet Global Services Inc., Team Leader

 Provide developmental feedback and on-going training to CSR based on call monitoring and
tracking productivity scores.
 Directly supervises CSRs. Responsibilities include training employees; planning assigning and
directing work; appraising performance through coaching; rewarding and disciplining
employees; addressing complaints and resolving problems.
 Provide CSRs information of their call statistics (Quality Scores, Average Handling Time,
Adherence) on a daily basis.
 Maintain team motivation through continuous feedback, positive reinforcement, and various
incentive schemes.
 Manage performance on specified programs to define company and client standards.
 Resolve customer concerns.
 Monitor and enforce CSR schedule adherence
 Timely and accurate account of payroll hours.
 Update the Daily Rosters with schedule exceptions throughout the day. (This information is
returned to the Data Analysts to ensure payroll and schedule adherence is recorded properly.
 Provides timely feedback and daily on-the-spot coaching every after side-by-side monitoring.
 Ensures weekly and monthly targets are cascaded/ disseminated – in-depth discussion and
root-cause analysis are discussed to ensure area of focus is being worked on.

January 4, 2010 – June 2010

EXL Sevices, Philippines, Customer Service Associate

 Receives calls from property and auto insurance agents and provides accurate information to
their inquiries in a timely manner
 investigates billing issues of policy holders and agents
 Submits and expedites requests
 Provide excellent customer service to attain customer satisfaction
September 10, 2007 - September 6, 2009
APAC Customer Services Inc., Team Leader

 Provide developmental feedback and on-going training to CSR based on call monitoring and
tracking productivity scores.
 Directly supervises CSRs. Responsibilities include training employees; planning assigning and
directing work; appraising performance through coaching; rewarding and disciplining
employees; addressing complaints and resolving problems.
 Provide CSRs information of their call statistics (Quality Scores, Average Handling Time,
Adherence) on a daily basis.
 Maintain team motivation through continuous feedback, positive reinforcement, and various
incentive schemes.
 Manage performance on specified programs to define company and client standards.
 Resolve customer concerns.
 Monitor and enforce CSR schedule adherence
 Timely and accurate account of payroll hours.
 Update the Daily Rosters with schedule exceptions throughout the day. (This information is
returned to the Data Analysts to ensure payroll and schedule adherence is recorded properly.
 Identify areas of opportunity within the team(s) to develop and implement comprehensive,
realistic and doable action plans.
 Provide Operations Manager with documentation that supports the progression of a CSR on
action plans.
 Analyze performance through report generation, logging, and accurate tracking of all call
statistics.
 Provide feedback to Operations Manager, Account Executives, and Trainers on areas to improve
productivity and procedures.

May 7, 2007 – September 9, 2007

APAC Customer Services Inc., Advisor

 Assist CSRs with their inquiries/questions (floor walk)

 Monitor CSRs' progress through daily call monitoring
 Responsible in discussing recent updates.
 Resolve customer concerns.
 In-charge of a team(s) in the absence of the team leader
February 24, 2006 - May 7, 2007
APAC Customer Services Inc., Customer Service Representative

 Receives incoming calls from Healthcare Providers to give them benefit and claim information.
This includes accurate investigation of claim payment and disputes.

May 2003 - December 2005

Suy Sing Commercial Corporation, Treasury Assistant

 Receive cash, check or credit card payment from customers for their purchases.
 In-charge of depositing daily collections
 Provide accurate and comprehensive reports to Department Head
July 1998 - May 2003
Suy Sing Commercial Corporation, Sales Account Specialist

 Update customers of the latest promotions, rebate schemes and other profitable company
programs
 Monitor and update customers of their status on their monthly quotas/targets
 Set realistic monthly quotas/ targets to customers

Educational Background:

Tertiary: University of Santo Tomas, Manila

1994 - 1998 Bachelor of Arts in Economics

Secondary: Philippine Christian University - Union High School of Manila

Elementary: Philippine Christian University - Union Elementary School

Trainings:

 Interviewing Techniques: How to Select the Very Best

November 28, 2007 - APAC Customer Services Incorporated

 Interaction Skills for Success Seminar

September 2005 - Suy Sing Commercial Corporation

 Thunderbolt Thinking & Productivity Workshop, Development Dimensions International (DDI)

August 2004 – Suy Sing Commercial Corporation

Character Reference:

Manuel Alcobendas
Account Director, Horizon - Hotwire
APAC Customer Services Inc.

Karmina Lopez
Operations Manager, Horizon Healthcare Services
APAC Customer Services Inc.

Charmaine Palanca
Training Supervisor, Horizon Healthcare Services
APAC Customer Services Inc.