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    Kathryn Wendy E. Rabago has over 10 years of experience in customer service roles. She is currently a Team Leader at Intelenet Global Services Inc., where she provides training, coaching, and feedback to customer service representatives. Previously, she held customer service roles at EXL Services, Philippines and APAC Customer Services Inc., where she assisted customers, monitored representatives, and resolved issues. She holds a Bachelor's degree in Economics from University of Santo Tomas, Manila.

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    Kathryn Wendy E. Rabago has over 10 years of experience in customer service roles. She is currently a Team Leader at Intelenet Global Services Inc., where she provides training, coaching, and feedback to customer service representatives. Previously, she held customer service roles at EXL Services, Philippines and APAC Customer Services Inc., where she assisted customers, monitored representatives, and resolved issues. She holds a Bachelor's degree in Economics from University of Santo Tomas, Manila.

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    Kathryn Wendy E. Rabago has over 10 years of experience in customer service roles. She is currently a Team Leader at Intelenet Global Services Inc., where she provides training, coaching, and feedback to customer service representatives. Previously, she held customer service roles at EXL Services, Philippines and APAC Customer Services Inc., where she assisted customers, monitored representatives, and resolved issues. She holds a Bachelor's degree in Economics from University of Santo Tomas, Manila.

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    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    39 views3 pages

    WR Updated

    Uploaded by

    Rick DorMal
    Kathryn Wendy E. Rabago has over 10 years of experience in customer service roles. She is currently a Team Leader at Intelenet Global Services Inc., where she provides training, coaching, and feedback to customer service representatives. Previously, she held customer service roles at EXL Services, Philippines and APAC Customer Services Inc., where she assisted customers, monitored representatives, and resolved issues. She holds a Bachelor's degree in Economics from University of Santo Tomas, Manila.

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    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.

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