Kareen Joy Manoza
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
15
15
years of professional experience
1
1
Certification
Work History
CUSTOMER SUCCESS CONSULTANT (Part-Time)
Silver Chef Australia
05.2023 - Current
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans.
Reservations Manager
Vacation Rental
03.2020 - 12.2021
- Led team members relations through effective communication, coaching, training, and development.
- Delivered regular team meetings for aligned work towards common goals.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Contact person of other departments
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Recruited and trained high-performing team members, maintaining optimized customer service.
- Implemented training programs to maximise team member development and potential.
- Facilitated meetings to communicate team performance goals and results.
Customer Support Representative
Sticky Tickets Australia Pty Ltd
06.2016 - 03.2020
- Respond to calls, emails, and chat of event organizers and purchasers related to their events
- Assisted event organizers to create their event ticketing page through the company's software and system
- Process chargebacks, and refunds
- Train new staff.
- Coordinated with other departments to ensure timely resolution of customer requests and complaints.
- Maintained a positive attitude when dealing with difficult customers or situations in order to provide satisfactory resolutions
ESL INSTRUCTOR
Enderun Colleges
01.2016 - 08.2016
- Taught classes daily with advanced, beginner and intermediate levels of students.
- Delivered and developed lesson plans by using broad range of teaching techniques and strategies.
- Tailored lesson plans to accommodate differences in learning styles and speeds.
- Instructed students in using visuals, games and textbooks to improve writing, speaking and reading skills.
Customer Support Manager
AIRASIA
09.2011 - 01.2015
- Managed airline's contact center, both internal and external team with over 100 agents
- Trained local staff and overseas staff
- Attended meetings, and training overseas required for the job
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Coordinate with higher management and government agencies related to any passengers' complaints and compensations
- Handled complex and sensitive passenger relations and quality control issues to minimize negative impact to business direction.
- Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
SR. BILLING SPECIALIST
Convergys Philippines
11.2009 - 09.2011
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Provided excellent customer service, developing and maintaining client relationships.
- Processed and verified invoices to secure accuracy of billing information.
TECHNICAL SUPPORT REPRESENTATIVE
SYKES ASIA
02.2008 - 10.2009
- Worked with internal teams to test new software and hardware solutions.
- Managed high call volumes while maintaining quality service standards.
- Navigated various systems to answer customer support inquiries.
- Promoted cultural awareness among students by incorporating aspects from their own cultures into lessons
- Created a supportive learning environment by providing individualized attention, encouragement, and feedback to each student
- Provided instruction on grammar, pronunciation, reading comprehension, writing skills and conversation practice
- Lead team of customer service representatives to ensure quality standards are met.
- Created reports detailing key performance indicators related to the customer service team's activities.
- Monitored daily operations of the customer service department including call volume metrics and quality assurance scores
- Maintained accurate records of all customer transactions, ensuring compliance with company policies.
- Provided timely responses to customer inquiries regarding billing issues or payment status.
- Handled customer complaints and escalated issues according to procedures.
- Troubleshot issues on device-specific problems, network performance, and internet connectivity.
- Configured and tested new hardware and software.
Education
Bachelor Of Science (B.S - Foreign Service
THE UNIVERSITY OF MANILA
2007
Skills
- Customer Needs Assessment
- Schedule Management
- Staff Leadership
- Mentoring
- Chat Platforms
- Google Apps
- Verbal and Written Communication
- Employee Training
- Overseeing Employees
- Team Leadership
- Staff Management
Certification
Teaching English to Speakers of Other
Languages
Timeline
CUSTOMER SUCCESS CONSULTANT (Part-Time)
Silver Chef Australia
05.2023 - Current
Reservations Manager
Vacation Rental
03.2020 - 12.2021
Customer Support Representative
Sticky Tickets Australia Pty Ltd
06.2016 - 03.2020
ESL INSTRUCTOR
Enderun Colleges
01.2016 - 08.2016
Customer Support Manager
AIRASIA
09.2011 - 01.2015
SR. BILLING SPECIALIST
Convergys Philippines
11.2009 - 09.2011
TECHNICAL SUPPORT REPRESENTATIVE
SYKES ASIA
02.2008 - 10.2009
Bachelor Of Science (B.S - Foreign Service
THE UNIVERSITY OF MANILA
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