Christine M.

CX Expert | Digital Engagement | Operations Lead

Metro Manila, Valenzuela, Philippines

Overview

Looking for someone who can support your customers, grow your online presence, and turn conversations into opportunities? I can help! 💼 𝟵+ 𝘆𝗲𝗮𝗿𝘀 in Customer Service & Technical Support 👥 𝟯+ 𝘆𝗲𝗮𝗿𝘀 in Team Leadership 📱 𝟱+ 𝘆𝗲𝗮𝗿𝘀 in Social Media Management & Outreach ✨ 𝗪𝗛𝗔𝗧 𝗜 𝗖𝗔𝗡 𝗛𝗘𝗟𝗣 𝗬𝗢𝗨 𝗪𝗜𝗧𝗛: ✓ Customer Service & Technical Support ✓ Social Media Management ✓ Outreach & Lead Generation ✓ Community Management & Engagement ✓ Content Writing & Captions ✓ Competitor & Market Research ✓ Team & Workflow Management I'm organized, reliable, adaptable, and focused on delivering quality work without needing constant supervision. 📩 𝗛𝗮𝘃𝗲 𝗮 𝗽𝗿𝗼𝗷𝗲𝗰𝘁 𝗶𝗻 𝗺𝗶𝗻𝗱? Send me a message and let's talk about how I can help your business grow. less

Skills and Tools

• Social Media Management
• Social Media Strategy
• Community Management
• Canva
• TikTok/Reels
• CapCut

Work History

• Service Desk Team Leader

  ATOS PH, full_time

  Nov 2022 to May 2023

  • Led a team of 30 service desk agents handling 150+ daily support tickets. • Managed performance coaching, KPI monitoring, escalations, workflow improvements, and SLA compliance. • Improved response times by 40%, maintained 98% SLA compliance, and increased customer satisfaction (CSAT) to 95%. • Reduced ticket resolution time by 30% through workflow optimization and KPI monitoring.

• Customer Service Team Leader

  TaskUs, full_time

  May 2019 to Nov 2022

  • Managed 25 customer service agents in a high-volume support environment. • Handled performance coaching, KPI and SLA monitoring, staffing, escalations, and real-time operations. • Improved team productivity by 40% and SLA adherence by 35%, while achieving a 98% issue resolution rate. • Served as Real-Time Analyst (RTA) and Subject Matter Expert (SME), supporting staffing optimization and real-time operational management.

• Recruitment Specialist

  Anderson BPO Inc, full_time

  Aug 2018 to Jan 2019

  • Managed full-cycle recruitment across multiple roles, including candidate sourcing, screening, and interview coordination. • Reduced time-to-fill by 35% through efficient sourcing, screening, and recruitment processes. • Improved overall hiring efficiency by 40% while managing multiple recruitment requirements

• Network Support Specialist

  Curo Teknika Inc, full_time

  Jul 2017 to Jul 2018

  • Provided customer and technical support, troubleshooting, and root cause analysis. • Achieved a 95% first-call resolution rate by efficiently diagnosing and resolving technical issues. • Maintained 90%+ customer satisfaction (CSAT) scores through responsive and customer-focused technical support. • Helped reduce recurring issues and system downtime through effective troubleshooting and root cause analysis.