Kathrina Gadon
Valencia
Summary
Motivational Supervisor with many years of experience monitoring, coordinating and allocating employee efforts to achieve organizational goals. Proven track record with continuous improvement, performance growth, and schedule management. Energetic professional successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Overview
8
8
years of professional experience
Work History
Supervisor Operations
Wells Fargo Bank
Manila
03.2020 - 06.2023
- Monitored employee productivity to provide constructive feedback and coaching.
- Identified needs of customers promptly and efficiently.
- Tracked progress on projects and provided timely feedback to staff members.
- Facilitated training sessions for new employees on company policies and procedures.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
Customer Service Manager
John Hancock
Manila
01.2020 - 11.2020
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Monitored phone calls to provide feedback and coaching.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Customer Service Executive
Cognizant
Taguig
06.2015 - 06.2019
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Improved operational efficiencies while managing work requests, store inventory, equipment transactions and changes.
- Processed orders accurately and efficiently in accordance with company policies.
- Answered questions from customers by phone and email, offering company details, and policy information as requested.
- Prevented key account losses by researching discrepancies and correcting problems.
- Ensured that all customer queries were handled quickly and professionally.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
Bachelor of Science - Hotel And Restaurant Management
Immaculate Conception Archdiocesan School
Zamboanga, Philippines03-2009
Skills
- Employee training
- Project management
- Customer service
- Quality assurance
- Conflict resolution
- Performance evaluation
- Team leadership
- Process improvement
- Coaching techniques
- Customer relationship management
Timeline
Supervisor Operations
Wells Fargo Bank
03.2020 - 06.2023
Customer Service Manager
John Hancock
01.2020 - 11.2020
Customer Service Executive
Cognizant
06.2015 - 06.2019
Bachelor of Science - Hotel And Restaurant Management
Immaculate Conception Archdiocesan School
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