Open to opportunities

Kat Reponte

@katreponte

Message

Experienced customer service and real-time analyst skilled in workforce optimization and client support.

Philippines

Message

What I'm looking for

I seek roles where I can apply real-time monitoring and data analysis to improve service levels, collaborate with teams, and drive measurable operational improvements.

I am a customer service professional and real-time analyst with proven experience in high-volume BPO environments, supporting car rental, airline, and hotel accounts. I consistently exceeded performance metrics handling 50+ daily client inquiries and improved service levels through data-driven scheduling adjustments.

I bring strong communication skills in English, Filipino, and Cebuano, hands-on experience with NICE workforce management and Salesforce, and a collaborative approach to boosting agent productivity and reducing wait times. I lead with a focus on problem-solving, reporting accuracy, and continuous process improvement.

Experience

Work history, roles, and key accomplishments

Current

Real-Time Analyst

Current

Teleperformance

Jan 2023 - Present (3 years 1 month)

Monitored workforce management systems and analyzed real-time data to maintain service level compliance, reduce average wait times, and implement scheduling adjustments that improved agent productivity.

Monitoring Workforce Management NICE Data Analysis Reporting Scheduling Microsoft Office

Customer Service Representative

Teleperformance

Jan 2019 - Jan 2023 (4 years)

Handled 50+ client inquiries daily for car rental, airline, and hotel accounts, assisted international customers with reservations and issue resolution, and consistently exceeded call handling time and quality assurance metrics.