Kate Nicole Espina
Houston
Summary
Detail-oriented technical support representative with a strong track record in managing high-volume calls and resolving complex issues. Known for maintaining professionalism under pressure, achieving first-call resolutions, and fostering customer loyalty through exceptional service.
Overview
10
10
years of professional experience
Work History
Sr. Assistant Technical Support
CVS HEALTH
Houston, TX
05.2023 - Current
- Managed high-volume calls while maintaining quality service and caller satisfaction.
- Documented caller interactions in Greenfield Servicenow systems to ensure accurate record-keeping.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving Front store, Pharmacy and Minute Clinic issue.
- Handled escalated calls efficiently, finding satisfactory resolutions for both callers and the company alike.
Customer Service Representative
VIP Holiday Photos
12703 Haynes Road, Houston Texas 77066
02.2023 - 12.2026
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
Admissions Representative
RC Health Services
17510 Red Oak Drive, Houston Texas, 77090
02.2023 - 05.2023
- Conducted outreach to prospective students, fostering relationships and guiding them through enrollment processes.
- Evaluated student applications and documentation for compliance with admission requirements and standards.
- Collaborated with academic departments to ensure alignment of program offerings with prospective student interests.
- Developed informational materials and presentations to enhance understanding of program benefits and admissions procedures.
Senior Technical Support Representative
Ttechsolutions
SM Strata Bldg, Mandurriao, Iloilo City Philippine
04.2021 - 04.2022
- Resolved technical issues efficiently, enhancing customer satisfaction and retention.
- Provided comprehensive product support via phone, email, and chat channels.
- Diagnosed software and hardware problems, escalating complex cases as needed.
- Collaborated with cross-functional teams to streamline support processes and improve response times.
Senior Technical Support Representative
Iqor Philippines
TechnoHub Bldg. Business Park, Iloilo City
06.2017 - 04.2021
- Resolved complex technical issues for diverse customer inquiries, enhancing overall service quality.
- Led troubleshooting initiatives, improving resolution times and customer satisfaction ratings.
- Mentored junior support representatives, fostering skill development and knowledge sharing within the team.
- Implemented process improvements that streamlined support workflows and reduced ticket handling times.
Education
Bachelor of Science - Accounting
University of San Agustin
General Luna St, Iloilo City Philippines04-2011
Bachelor of Science -
Colegio Del Sagrado Corazon De Jesus
General Hughes St,, Iloilo City Philippines03-2006
Skills
- Multitasking and organization
- Computer proficiency
- Computer skills
- Flexibility and adaptability
- Call center experience
Languages
English
Full Professional
Timeline
Sr. Assistant Technical Support
CVS HEALTH
05.2023 - Current
Customer Service Representative
VIP Holiday Photos
02.2023 - 12.2026
Admissions Representative
RC Health Services
02.2023 - 05.2023
Senior Technical Support Representative
Ttechsolutions
04.2021 - 04.2022
Senior Technical Support Representative
Iqor Philippines
06.2017 - 04.2021
Bachelor of Science - Accounting
University of San Agustin
Bachelor of Science -
Colegio Del Sagrado Corazon De Jesus