Open to opportunities

Catherine Podadera

@catherinepodadera

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Customer Service and Billing Specialist with 20+ years of experience.

Philippines

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for team leadership and professional growth.

I am a dedicated Customer Service and Billing Specialist with over 20 years of experience in resolving customer inquiries and managing billing accounts. My career has been marked by a proven ability to deliver high customer satisfaction while handling technical and billing issues effectively. I have been recognized for my reliability and top performance in fast-paced environments, which has allowed me to thrive in various roles throughout my career.

In my recent position as a Customer Sales Representative at iQor Philippines, I promoted sales and customer loyalty programs while delivering excellent service in a retail environment. My experience as a Subject Matter Expert at SVXI Global Holdings B.V. allowed me to provide real-time support to agents, resolving 85% of issues on the first contact. I take pride in mentoring and supporting frontline agents to improve their performance and enhance customer satisfaction.

Throughout my career, I have developed strong skills in customer service, technical support, billing management, and team leadership. I am passionate about fostering a positive customer experience and continuously seek opportunities for professional growth and development.

Experience

Work history, roles, and key accomplishments

Customer Sales Representative

iQor Philippines

Oct 2023 - Sep 2024 (11 months)

Promoted sales, loyalty programs, and customer promotions to enhance customer engagement. Delivered excellent customer service in a dynamic retail environment, ensuring customer satisfaction.

Sales Customer Service Loyalty Programs Customer Engagement

Customer Service Associate

Sequential Technology

Dec 2022 - Sep 2023 (9 months)

Assisted health plan members with OTC benefit inquiries and streamlined order processing. Updated billing information and effectively addressed complaints with proper escalation procedures.

Customer Service Billing Order Processing Escalation Management

Subject Matter Expert (SME)

SVXI Global Holdings B.V.

Sep 2018 - Dec 2022 (4 years 3 months)

Provided real-time support to agents, successfully resolving 85% of issues on first contact. Mentored and supported frontline agents to significantly improve their performance and productivity.

Subject Matter Expertise Support Agent Conflict Resolution Training Problem Solving

Technical Support Representative

Transcom Asia

Aug 2016 - Sep 2018 (2 years 1 month)

Supported mobile device users with comprehensive technical troubleshooting and issue resolution. Handled complex customer concerns with empathy and clarity, ensuring positive outcomes.

Technical Support Troubleshooting Mobile Customer Service Empathy Communication

Billing Specialist / Tech Support / SME

Sitel Philippines

Jun 2008 - May 2016 (7 years 11 months)

Managed diverse billing inquiries, payments, and disputes with high accuracy and efficiency. Delivered technical support using diagnostic questioning and provided floor support, coaching new agents.

Billing Technical Support Diagnostic Questioning Payment Processing Dispute Resolution Coaching Customer Service

Customer Service Representative

PDLT Group

Feb 2005 - Sep 2007 (2 years 7 months)

Addressed customer inquiries and resolved issues promptly, ensuring high customer satisfaction. Demonstrated strong multitasking and time management skills in a fast-paced environment.

Customer Service Multitasking Time Management Communication Problem Solving