Karmina Ian Amores

About the Candidate

KARMINA IAN AMORES
09567161436
[email protected]
Tandang Sora Quezon City
PHOTOGRAPHER
WEBSITES:
ABOKI (@ABOKI_KOREA) • INSTAGRAM PHOTOS AND VIDEOS 오모우 (OMOU)
• Lightroom & Photoshop
• Skylum Luminar 4
• PhotoScape X
COMPANY: CONCENTRIX
DATES: JUNE 13 2013 – OCTOBER 13 2016
AMAZON
• Installing and configuring computer Hardware, software, systems, networks, printers and
scanners.
• Troubleshooting network or connectivity for users
• Identifying the causes of networking problems, using diagnostics testing software and
equipment
• Optimizing tools and procedures for managing the environment
• Consulting with customers to quickly determined the problems
• Performing repairs quickly correctly and ethically
• Dissembling systems and rebuilding new ones
• Proficiency with networking , VPN, IPv4, DNS,DHCP,VOIP and IP subnets
• Configured front end Cisco IP phones
• Troubleshooting front end Citrix environment over an enterprise environment
• Troubleshooting Iphone, Android, Tablets, TV, Cable, Modem / Router
• Troubleshooting websites and browsers
• Knowledge with MS word , excel
• Certified AMS – SAP
2
Coach:
JUNE 14 2014 – OCTOBER 13 2016
• Providing leadership, guidance, and support to a team of customer service representatives, and
delivering superior customer service to all members both internally and externally through
example.
• Also providing regular feedback to a team to assist with development, growth and appropriate
adherence to guidelines, regulations, policies, and procedures.
• Dealing with people in a manner which shows sensitivity, tact, and professionalism, internally
and externally.
• Acting as an impartial advocate to ensure that all individuals receive fair and equitable
treatment.
• Assisting with training and orientation activities as needed or directed.
• Providing information to employees on where and how information can be found.
• Assisting in training new associates, troubleshooting and problem resolution of issues.
• Assisting in creating and maintaining training completion records for all team members may
assist and answer employee inquiries concerning policy or rule applications per department
specifics.
• As needed, assisting with inbound calls to ensure appropriate response time to customers needs
are met.
COMPANY: ALORICA
DATES: JUNE 10 2017 – SEPTEMBER 10 2018
BARCLAY CREDIT CARD
• Arrange for debt repayments or establish repayments schedule Base on customer’s financial
situations.
• Locate and notify customers of delinquent accounts by email, Call and text.
• Advice customers of necessary actions and strategies for debt payment
3
• Confer with customers by call or email to determine reasons for overdue
Payments and to review the terms and conditions of sales, service and credit.
• Check and monitor overdue accounts thru automated system
• Answer questions, clarifications, issues regarding their accounts
• Negotiate credit extensions
• Update or changes to account information’s such us address, email, And purging the records of
deceased customers.
COMPANY:
TELEPERFORMANCE
DATES: OCTOBER 10 2018 – MARCH 24 2020
T-MOBILE
• ASKED END TO END QUESTIONS AND IDENTIFIED PRODUCTS THAT MATCHED
CUSTOMERS NEEDS
• SUSTAINED ONGOING CUSTOMER RELATIONSHIPS BY BUILDING RAPPORT AND
TRUST
• DELIVERING RESULTS BY MEETING MONTHLY SALES GOALS INCLUDING
HANDSETS, TABLEST SERVICE DEVICES, DEVICE PROTECTION ACCESSORIES AND
MORE
• TROUBLESHOOTING AND RESOLVING PROBLEMS RELATED TO DEVICES,
ACCOUNT AND TOWER SERVICE
• MAINTAINED WEEKLY AND MONTHLY ONGOING TRAINING IN THE AREAS OF
SALES, CUSTOMER SERVICE, NEW PRODUCTS, SERVICE, OPERATON AND POLICY
• DISPLAYED EXEMPLARY CUSTOMER SERVICE DURING DIFFICULT
INTERACTIONS
BY EMPLOYING EMPATHY, POSITIVE ATTITUDE AND FOCUSING SOLUTIONS
SUB JECT MATTER EXPERT:
TELEPERFORMANCE
MARCH 10 2019 – MARCH 24 2020
• Check on dashboards for OKRs, KPIs, and conversion. • Update dump sheets during the start of
the shift • Handle monthly outliers focus group.
• Training of new team members.
• Share announcements to channel, and ensure announcement trackers are up to date
• Handle collab inquiries and partnership tags
• Handle ticket escalation
• Live Monitoring for calls and chats.
• Monitor and motivate team members.
• Handle inbound calls outside phone support team’s shift
4
• Weekly discussion with Customer Service Head and QA to improve KPIs, and conversion.
• Facilitate and implement weekly huddles together with QA
• With the other SME leads and QAs, consolidate common questions or challenges that the team
members faced.
• Brainstorm monthly refresher training together with the Customer Service Head and QA.
• PROVIDE SUBJECT MATTER EXPERTISE TO ACQUISITION CONSULTING
PROJECTS, ENSURING EXCELLENCE IN TECHNICAL PERFORMANCE
AQUIRE BPO:
October 2023 – December 2023
AT&T
• Update customer information
• Upgrade of the phone
• Process payment
• Troubleshooting internet access
Company:
Aquire BPO
October 2023 – December 2023
Telco Account – AT&T
ASKED END TO END QUESTIONS AND IDENTIFIED PRODUCTS THAT MATCHED
CUSTOMERS NEEDS
• SUSTAINED ONGOING CUSTOMER RELATIONSHIPS BY BUILDING RAPPORT AND
TRUST
• DELIVERING RESULTS BY MEETING MONTHLY SALES GOALS INCLUDING
HANDSETS, TABLEST SERVICE DEVICES, DEVICE PROTECTION ACCESSORIES AND
MORE
• TROUBLESHOOTING AND RESOLVING PROBLEMS RELATED TO DEVICES,
ACCOUNT AND TOWER SERVICE
• MAINTAINED WEEKLY AND MONTHLY ONGOING TRAINING IN THE AREAS OF
SALES, CUSTOMER SERVICE, NEW PRODUCTS, SERVICE, OPERATON AND POLICY
• DISPLAYED EXEMPLARY CUSTOMER SERVICE DURING DIFFICULT
INTERACTIONS
BY EMPLOYING EMPATHY, POSITIVE ATTITUDE AND FOCUSING SOLUTIONS
Virtual Assistant:
April 2024 – June 2024
HonorQuest
Data Entry
Searching for ugly properties
Forward to Client for checking
EDUCATION :
STI College
JUNE 2009 – MAY 2011
MULTIMEDIA ARTS
STI COLLEGE