Karen C. Shimada
615-T Abad Tormis Ext. Sambag II Aznar Rd. Cebu City, 6000 Philippines
09954641405
[email protected]

SUMMARY OF QUALIFICATIONS

Over 6 years customer service management experience in call center operations
Highly adaptable; thrives on challenges and fine-tunes to new environments
Excellent multi-tasking abilities; quick and effective problem solver
Independent. Self-motivated. Positive results-oriented
Proficient mentor and coach with ability to communicate clearly to any audience
Dependable and trustworthy, believing internal principles dictate performance

Professional Experience
FUSION BPO SERVICES PHILS INC (former SUPPORTSAVE SOLUTIONS INC) CEBU CITY
Program Manager March 2013 the present
Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures
Updates job knowledge by participating in educational opportunities; reading professional publications; participating in professional organizations.
Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.
Required making decisions on any matter relating to improving revenue generation & customer satisfaction with regards to call handling and call center processes.
Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Senior Team Lead July 2011 March 2013
Responsible for managing a team of 16-18 call center representatives.
Reports to the call center senior accounts manager.
Delivery of team sales, service level components, quality and productivity targets & indicators.
Managing the floor, adherence to schedule.
Call monitoring, coaching and feedback, responsible for delivery of defined customer experience in every call.
Motivating, leading and developing a team of future leaders
Recommendations for product and process development based on customer feedback and analysis of the same. Compiling reports on teams performance and customer feedback.
Focal point of dissemination of information from management to team and vice versa.
Offers solutions and suggestions for process and product improvement to management.

TELETECH CEBU CITY
TSR / CSR October 2006 – February 2009
Troubleshoot basic connectivity issues
Provide client support and technical issue resolution via email, phone and other electronic medium
Configuration of client’s equipment to connect to the internet via modem/DSL router (dial up and DSL customers only)
Configure software to connect to internet application servers
Walk through, provide training to clients in the use of system and applications as related to the internet.
Obtain general understanding of OS and application operations related to company offered services.
Identify and correct or advise, on operational issues in client computer systems.
Perform creation of new accounts using company provided tools.

BIGFOOT GLOBAL SOLUTIONS CEBU CITY
Customer Care Representative January 2006 – September 2006
Respond to inbound calls pertaining to customer billing and services.
Make outbound calls and follow up credit card info for declined payment transactions
Focused on building the pipeline for the ConCall account executives and getting prospects and customers into the pipeline for future lead generation
Work with other team members to resolve issues, track and resolve problems
Provide feedback to other team members regarding product integrity and customer feedback

CONVERGYS PHILS SERVICES CORP CEBU CITY
Customer Care Representative August 2004 – November 2005
Interface with customers through inbound or outbound calls or the internet for the purpose of passively or actively selling products and services.
Responsibilities include processing customer orders and sales, preparing complete and accurate work and updating customer file
Provide answers and advice to customers based on their particular requirement and customer profile
Troubleshoot, research and analyze customer problems with installation, billing, service upgrades/downgrades, and disconnects
Maintain broad knowledge of products, pricing, promotions, procedures and other important issues through management communications, meeting focus groups and formal training

CARANDANG CREDIT INFORMATION CENTER CEBU CITY
Freelance Credit Investigator September 2002 – August 2004
Collect, obtain and acquire by lawful means, information statistics relating or affecting in any manner the business activities of credit conscious citizenry of Metro Cebu Philippines, neighboring cities and provinces more particularly crimes against property, collection of sum of money, embezzlement, overexposed bank accommodation, real estate mortgage, chattel mortgage

Education
UNIVERSITY OF SAN CARLOS CEBU CITY
BSC-Accounting, Oct 1986
UNIVERSITY OF STO. TOMAS Espana, MANILA
Completed coursework towards BSC-Accounting, Mar 1984
DOMINICAN COLLEGE SAN JUAN, METRO MANILA (Secondary Education)

OTHER COURSES:
SOUTHWESTERN UNIVERSITY CEBU CITY
Mar 2009-Aug 2009
Japanese Language and Caregiving Course
CERTIFICATIONS
JLPT (Japanese Language Proficiency Test) Level 3 _ Jan 2010
NC II Caregiving (National Certification) _ Jan 2010 (TESDA)
CEBU NORMAL UNIVERSITY CEBU CITY
Feb 2002-Jul 2002
Training Course – Infant/Elderly Caregiving
ABELLANA SCHOOL OF ARTS AND TRADES CEBU CITY
Jun 1999-Mar 2000
Culinary Arts / Food Trades B

Citations | Awards
Team Lead of the Year 2013 SupportSave Solutions Inc

Most promising Team Lead 2012 _ SupportSave Solutions Inc
Loyalty Awardee 2012-2016 _SupportSave Solutions Inc
Consistent TL of the week awardee 2012_ SupportSave Solutions Inc

Seminars Attended
Transition to Management SupportSave Solutions Inc_ Feb 2014
Six Sigma Training _SupportSave Solutions Inc 2013
Recruitment Internship Development Program (RIDP) Apr 4-May 4 2005 _Convergys Cebu City
Basic Customer Service Seminar Oct 2000 _ Ark Phils Inc Cebu City
Basic Life Support Training (CPR) Cebu Chapter 2002 _ Phil National Red Cross
First Aid Training (Standard) 2002 _Phil National Red Cross

References

Leonisa Lazaro Sr. Accts. Manager(former) Fusion BPO Services Phils Inc 09158455543

Barbara Alovera Operations Head. Fusion BPO Services Phils Inc [email protected]

Ruth Jayme Account Supervisor Fusion BPO Services Phils Inc 09175967157

Lyn Ybañez QA Manager Fusion BPO Services Phils Inc [email protected]