Open to opportunities

Katrina Amodia

@katrinaamodia

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Workforce Management Associate with strong customer service skills.

Philippines

Message

What I'm looking for

I am looking for a role that values teamwork and offers opportunities for growth.

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

Current

Workforce Management Associate

Current

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.

Workforce Management Scheduling Communication Time Management Staffing Conflict Resolution

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 Customer Satisfaction Communication Problem Solving Customer Support

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.

Product Knowledge Customer Service Communication Problem Solving Customer Support Data Entry

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.

Market Research Data Collection Interviewing Data Analysis Research Methodology Reporting

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.