Krisha Otrera

Delivers specialized inbound financial customer support, resolving complex account inquiries, billing disputes, and card member concerns while maintaining high First Contact Resolution rates. Monitors personal performance metrics to meet strict SLA and quality standards.

Managed multi-channel tech support operations while driving sales by nurturing warm and cold lead pipelines. Conducted quarterly risk/advantage projection analyses and weekly business reviews to inform strategic updates.

Provided real-time webchat customer support for research and administrative service inquiries for international clients. Managed performance reporting and administrative workflows using MS Excel and cloud collaboration tools.

Facilitated end-to-end training and onboarding programs for new hires and internal transfers across various lines of business. Coordinated employee role reassignments and executed administrative deliverables using SharePoint, ServiceNow, Oracle, and Microsoft Office tools.

Handled high-volume inbound phone interactions addressing credit card financial inquiries, account security, and transaction resolutions. Maintained compliance with strict banking regulations while utilizing internal tools to record and process customer requests.

Delivered multi-channel technical support via phone and email for AT&T mobility services, achieving high troubleshooting resolution rates. Executed soft selling and product upselling strategies to drive customer retention and feature adoption.

Processed US jurisdiction payroll operations in a fast-paced B2B environment. Resolved B2B inquiries via phone and email while upselling integrated recruitment and payroll software solutions.

Provided specialized phone support for credit card accounts, focusing on account maintenance and dispute resolution. Handled high value clients with the highest credit limits and risk management potentials.

Completed an apprenticeship onboard a cargo-passenger ship.

Took the TOEIC English Proficiency Test at PNTC Colleges in September 2019.

Attended an Advanced English Proficiency training at Global Communications Academy in September 2019.

Pursued a Bachelor of Science in Marine Transportation at PNTC Colleges from 2011 to 2017.

Completed Crisis and Crowd Management training at PNTC Colleges in September 2016.

Completed secondary education at Corinthian Institute of Cavite from 2007 to 2011.