Charina Villa-Real
Saskatoon,SK
Summary
Motivated and customer-focused professional with experience in BPO seeking to transition to a Food Counter Attendant position. Proven skills in customer service, multitasking, and problem-solving, with a strong commitment to delivering exceptional service and contributing to team success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operations Supervisor (Sales)
Ingram Micro
04.2020 - 07.2024
- Supervised and supported a team of 15ustomer service representatives, ensuring high levels of performance, customer satisfaction, and adherence to company policies.
- Managed complex customer interactions, resolved escalated issues, and provided solutions to ensure a positive customer experience.
- Client Partner Relationship Management; Establish In-country Partner agreements such as scope of work, Service Level Agreements
Specialist - Training and Quality
Ingram Micro
07.2016 - 03.2020
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
Quality Analyst
Infosys BPM
02.2014 - 06.2016
- Developed and maintained quality assurance procedure documentation.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Defined and implemented quality initiatives to reduce risk.
Customer Service Representative
Infosys BPM
08.2011 - 01.2014
- Delivered high-quality customer service by addressing inquiries, resolving issues, and providing product information in a fast-paced environment.
- Handled multiple tasks simultaneously while maintaining attention to detail, including managing customer interactions, processing transactions, and updating customer records.
- Collaborated with team members to achieve performance goals and improve customer service processes.
Education
Bachelor of Science - Nursing
University of La Salette
Santiago City, Philippines06.2011
Skills
- Leadership and People Management
- Project Management
- Excellent Analytical and Problem Solving Skills
- Results Oriented
- Strong Collaboration and Influence Skills
- Advance Knowledge in MS Office Suite
- Excellent Communication Skills (Verbal and Non Verbal)
- Strong Customer Service Skills
Certification
- TRAINING and QUALITY
- QUALITY ANALYST
- UNIVERSITY OF LASALETTE
- CUSTOMER SERVICE REPRESENTATIVE
Languages
English
Full Professional
Certification
- Six Sigma Greenbelt
- Intro to Lean
- SAP
- Data Analysis and Visualization
Timeline
Operations Supervisor (Sales)
Ingram Micro
04.2020 - 07.2024
Specialist - Training and Quality
Ingram Micro
07.2016 - 03.2020
Quality Analyst
Infosys BPM
02.2014 - 06.2016
Customer Service Representative
Infosys BPM
08.2011 - 01.2014
Bachelor of Science - Nursing
University of La Salette
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