Open to opportunities

Karen-Krystle Noriega

@karen-krystlenoriega

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Customer experience leader specializing in VIP support and retention.

Philippines

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What I'm looking for

I seek a customer-focused role where I can lead VIP support, improve retention, optimize processes, and collaborate cross-functionally to drive measurable business impact.

I am a customer service and client relations professional with over 10 years of experience across iGaming, e-commerce, banking, and healthcare industries.

I have a strong track record in VIP account management, consultative sales, and retention strategies, having contributed measurable revenue and engagement gains for international brands.

My achievements include increasing VIP retention by 30%, contributing 20% of company revenue through client management, and maintaining customer satisfaction ratings consistently between 98–100%.

I focus on process optimization, CRM enhancements, and cross-functional collaboration to streamline workflows, reduce errors, and improve response efficiency while mentoring teams and supporting service excellence.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

Independent Contractor

Aug 2020 - Present (5 years 3 months)

Provided customer experience and client relations support to international brands including VGW Holdings, SimplyNature International, and Temple & Webster, maintaining 98%+ satisfaction and driving measurable revenue and retention gains.

Client Relationship Management CRM Multichannel Support Process Optimization Retention Strategy Escalation Management

Customer Service Representative

Temple & Webster

Jul 2019 - Mar 2020 (8 months)

Provided front-line chat and email support for Temple & Webster, maintaining 98% issue resolution and improving on-time delivery by 15% through collaboration with couriers and suppliers.

Order Management Chat Support Email Support COURIER CRM

VIP & Risk Operations Specialist

Playtech Brand

Oct 2012 - Jul 2019 (6 years 9 months)

Managed VIP player relationships and risk operations, increasing VIP engagement by 35% and improving fraud detection accuracy by 20% through data-driven reviews and retention programs.

VIP Risk Management Fraud Detection Data Analysis Chat Moderation Retention & Compliance

Junior Assistant Manager

Banco de Oro

Aug 2008 - Feb 2010 (1 year 6 months)

Handled customer inquiries and account security tasks including card blocks and verifications, maintaining compliance and improving customer satisfaction and retention.