Karen Real De Ocampo
Dubai,
Summary
Certified PMP, high-powered and versatile customer care team manager with 10 years of telecommunication experience. Expertise in analysis, problem- solving skills, business operations, customer journey mapping, and decision-making with a proven consistent track record in meeting productivity targets in all areas and providing first-class results to deliver exceptional customer service.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Care Team Manager
ETISALAT
Dubai
04.2018 - Current
- Effectively supervising and managing day-to-day operations of 15 team members experienced and trained via inbound/outbound calls, chat, email, and social media support for GSM and Non-GSM products and telecommunication processes
- Ensuring that staff is motivated, monitored, and measured in line with company targets and performance standards
- Developed, and implemented new initiatives/strategies to deliver an exceptional customer service experience and achieve business goals
- Evaluated CRM reports regularly, actioning improvements and customer journey mappings to achieve impressive results
- Effectively communicating with team members by arranging & chairing regular team meetings, focusing on targets & achievements
- Diminished process lags by closely supervising customer service representatives, assessing performance, identifying training, and organizing development plans
- Managed resource and capacity planning to support forecasted business needs
- Handled high-value customers like VIPs - Sheikh and Notables, Diplomats, etc
- Project starter for setting up robotics/ artificial intelligence.
Senior Customer Care Representative
ETISALAT
Dubai
05.2015 - 04.2018
- Upskill advisor handling inbound and outbound calls, emails, and chats for billing, technical and sales support.
- Assisting customers in troubleshooting their mobiles, IPTV, landline (Del), and Internet (Al Shamil and eLife) and billing concerns
- Leveraged sales expertise to promote products and capitalize on upsell opportunities for mobile and home services.
Customer Service Advisor / Subject Matter Expert
TELETECH
Batangas
04.2012 - 05.2015
- Strive for one-call resolution of customer issues like troubleshooting, unlocking, and activation of a wireless device
- Complete ongoing training to stay abreast of product, service, and policy changes.
- Strike a positive and cooperative tone with both customers and coworkers.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Education
Bachelor of Science - Elementary Education
Kolehiyo Ng Lungsod Ng Lipa
Batangas, Philippines04.2012
Skills
- Customer Experience Improvement
- Microsoft Office
- Reporting and Analytical
- Call Center Operation Management
- Communication (Oral and Written)
- Problem Solving and Time Management
- Project Management
- Customer Journey Mapping
- Interpersonal and Leadership
- Retail and Sales background
- CRM software proficiency
- AVAYA /CMS
Additional Information
- Category 3 - Augusr 2019
Certification
- Certified in Project Management Professional (PMP)
- Project Management through Lean Six Sigma
- Effective Coaching and Mentoring Strategies
- Microsoft Office
Accomplishments
- Etisalat CCC Best Team Manager
- H1 Hero Award - Customer Experience and Transformation
- Telstra Top Employee
- Civil Service Awardee
- Leadership Awardee
- Employee of the Month
Timeline
Customer Care Team Manager
ETISALAT
04.2018 - Current
Senior Customer Care Representative
ETISALAT
05.2015 - 04.2018
Customer Service Advisor / Subject Matter Expert
TELETECH
04.2012 - 05.2015
Bachelor of Science - Elementary Education
Kolehiyo Ng Lungsod Ng Lipa
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