Kristina Salinda
Unit Manager
Sunnyvale,CA
Summary
A Unit Manager with 11 years of experience in a contact center industry. Have led successful teams in the back-office and Level 1 Technical Support, proven track record of optimizing team performance, leading projects and initiatives that result in process improvement in data analysis.
Overview
12
12
years of professional experience
2
2
Certifications
Work History
Service Desk Unit Manager
Capital One
8 2023 - 12.2023
- Successfully established and led pilot team in C1PH
- Developed and implemented Service Desk strategies, streamlined processes, and ensured efficient resolution of IT issues
- Supervised team members, conducted programs, and maintained high level customer satisfaction which resulted in being at par with US counterparts
- Managed 4 projects and 1 team simultaneously, to optimize service delivery and meet organizational goals
- Monitored and reported KPIs, contributing to overall improvement of Service Desk in C1PH resulting to expansion in 2024.
- Facilitated interviews for new hires, conducted onboarding sessions
Credit Bureau Dispute Unit Manager
Capital One
11.2020 - 08.2023
- Manages up to 15 agents that cater to customer's credit bureau report disputes being sourced directly and indirectly
- Implement strategies to achieve team performance
- Successfully led multiple process improvement projects resulting in significant cost savings
- Implemented streamlined procedures and efficiency enhancements, contributing to overall financial optimization for organization
- Facilitated interviews for new hires, conducted onboarding sessions
Real Time Fulfillment Unit Manager
Capital One
04.2019 - 11.2020
- Manages up to 15 agents that cater to internal agents within Capital One
- Implement strategies to achieve team performance, fostering a culture of collaboration, motivation and continuous improvement
- Successfully achieved and exceeded performance targets through clear communication, skill development initiatives and proactive leadership.
Quality Coordinator
Capital One
08.2017 - 04.2019
- Manage a quality monitoring sample within the required timeline and communicate results to management
- Recommend improvements to quality processes, policies and procedures
- Facilitate quality calibrations, document discussions and manage action items as needed.
Sr. Operations Representative
Capital One
04.2015 - 08.2017
- Handled inbound calls related to Fraud and Disputes for Capital One external customers
- Did an extended role by handling new hire and tenured associates' to help achieve targets for NPS and Quality Scores
- Floor-support during Nesting Period for new hires.
Customer Sales Representative
Convergys
04.2012 - 02.2015
- Handled Inbound Calls for a sales telecommunications account.
IT Associate
PDS Limited
02.2012 - 04.2012
- Software installation, configuration and troubleshooting
- Managed various programs and applications used in partnered schools.
- Developed programs for client request using Javascript
Education
Vocational - Information Technology
Informatics College
Las Pinas, Metro Manila 03.2012 - 03.2012
Nursing -
Our Lady of Fatima University
Quezon City, Metro Manila03.2010
Skills
Communication Skills
Leadership
Microsoft Excel
Agile
It Project Management
Microsoft Project
Microsoft Office
Javascript
Awards
NVO Leadership Eagle Award Beyond Excellence - Team ROLE (Recognizing Outstanding Leadership Excellence)
Certification
The Bits and Bytes of Computer Networking
Timeline
The Bits and Bytes of Computer Networking
06-2023
Technical Support Fundamentals
06-2023
Credit Bureau Dispute Unit Manager
Capital One
11.2020 - 08.2023
Real Time Fulfillment Unit Manager
Capital One
04.2019 - 11.2020
Quality Coordinator
Capital One
08.2017 - 04.2019
Sr. Operations Representative
Capital One
04.2015 - 08.2017
Customer Sales Representative
Convergys
04.2012 - 02.2015
Vocational - Information Technology
Informatics College
03.2012 - 03.2012
IT Associate
PDS Limited
02.2012 - 04.2012
Service Desk Unit Manager
Capital One
8 2023 - 12.2023
Nursing -
Our Lady of Fatima University
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