Kristine Joy Aquino
@kristinejoyaquino1
Customer operations leader at Reliasourcing Inc., coaching voice and chat teams to earn 2026 revenue awards.
PhilippinesWhat I'm looking for
At Reliasourcing Inc., I coach a voice and chat team of up to 18 agents on sales and retention. Our work earned Top Team Leader for Revenue in Q1, Q2 and Q3 2026 and Top CS Team Leader of the Year in 2025.
I serve as the primary operational contact for the client, presenting KPI trends and recommendations in Monthly Business Reviews. I also partner with QA and Operations to resolve escalations and close operational gaps.
At Concentrix, I led a remote team of Apple technical support specialists, coaching against CSAT, AHT, FCR and quality. I also supported onboarding and technical training.
Earlier, at Alorica Teleservices Inc., I coached care and retention agents on SiriusXM, earning team awards for retention, sales and CSAT. My experience also includes customer service and sales leadership at iQor, collections at Synchrony Global Services Inc., and customer care at Alorica Teleservices Inc. and Teleperformance.
Experience
Work history, roles, and key accomplishments
Team Leader, Customer Service and Sales
Reliasourcing Inc.
Jan 2024 - Present (2 years 9 months)
Coached a voice and chat team of up to 18 agents on sales and retention, strengthening revenue, CSAT, quality, AHT, and attendance results. Served as primary operational contact and presented MBRs with KPI trend analysis and recommendations.
Led a remote team of Apple technical support specialists through one-on-one coaching, call listening, and performance reviews tracked against CSAT, AHT, FCR, and quality. Managed attendance, shift coverage, and corrective action plans.
Credit and Collections Representative
Synchrony Global Services Inc.
Aug 2020 - Oct 2022 (2 years 2 months)
Negotiated payment arrangements and repayment plans within company and regulatory policies to bring past-due accounts current. Met and exceeded collections and quality performance targets while handling inbound and outbound calls, billing inquiries, and payments.
Team Leader, Customer Service and Sales
iQor
Mar 2019 - Jul 2019 (4 months)
Led up to 15 employees across customer service, billing, and technical troubleshooting for AT&T Satellite TV, Internet, and Mobility. Improved sales, CSAT, and employee growth by tracking agent performance and coaching to close gaps.
Coached up to 15 agents on save offers, sales conversion, and customer loyalty on a SiriusXM account, earning multiple top team leader awards. Managed CSAT, conversion, and retention metrics and built action plans backed by one-on-one coaching, call monitoring, and performance reviews.
Resolved activation, billing, upgrade, renewal, and cancellation concerns for satellite radio subscribers, applying retention and upselling strategies to grow subscriptions and hardware sales.
Resolved activation, billing, dispute, and phone troubleshooting concerns on inbound calls for a U.S.-based telco account.
Education
Degrees, certifications, and relevant coursework
Polytechnic University of the Philippines
Bachelor in Secondary Education, Secondary Education
2006 - 2011
Pursued a Bachelor in Secondary Education with a major in English, but did not complete the degree.
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Social media
Job categories
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