Katrina Amodia
@katrinaamodia
Workforce Management Associate with strong customer service skills.
PhilippinesWhat I'm looking for
I am a dedicated Workforce Management Associate with a solid background in customer service and team management. My experience at Accenture has equipped me with the skills to establish clear communication channels among staff, manage scheduling updates, and efficiently handle time-off requests. I pride myself on providing real-time support during high-volume periods, ensuring that staffing levels are adequate and minimizing wait times for customers.
Prior to my current role, I honed my customer service skills at Accenture and Stream Global Services, where I consistently achieved high levels of customer satisfaction. My ability to handle complaints professionally and enhance scheduling efficiency has led to significant improvements in resource utilization. I am passionate about teamwork and problem-solving, always striving for operational excellence in every task I undertake.
Experience
Work history, roles, and key accomplishments
Workforce Management Associate
Accenture
Jan 2023 - Present (2 years 5 months)
Established clear communication channels among staff members regarding scheduling updates or conflicts. Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved. Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
Customer Service Associate
Accenture
Jan 2016 - Present (9 years 5 months)
Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
Customer Service Associate
Stream Global Services
Jan 2013 - Present (12 years 5 months)
Maintained a high level of product knowledge, providing accurate information to customers. Answered customer telephone calls promptly to avoid on-hold wait times.
Market Researcher
Survey Sampling International
Jan 2011 - Present (14 years 5 months)
Recorded accurate respondents' answers during interviews for future reference. Increased client satisfaction by conducting comprehensive market research and delivering actionable insights.
Education
Degrees, certifications, and relevant coursework
University of Cebu Lapu Lapu And Mandaue
Bachelor of Science, Electronics and Communication Engineering
Activities and societies: Elected as President for Institute of Electronics and Communication Engineers of the Philippines Student Chapter - UCLM in 2013
Completed a Bachelor of Science in Electronics and Communication Engineering. Elected as President for the Institute of Electronics and Communication Engineers of the Philippines Student Chapter - UCLM in 2013, demonstrating leadership and organizational skills.
Mindanao University of Science and Technology
Bachelor of Science, Electronics and Communication Engineering
Undertook a Bachelor of Science in Electronics and Communication Engineering. Gained foundational knowledge and skills in electronics and communication principles.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
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