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Kate A.

Administration , Customer Success , Information Technology , Leasing , Operations , Property Management , Sales

call   (214) GO-RELAY / (214) 467-3529

email   Careers@RelayHumanCloud.com

home   Makati, Philippines


SKILLS

  • AI Proficient
  • MS Office 365
  • Google Suite
  • Loom
  • Freshdesk
  • Ticketing Systems
  • Aircall

EDUCATION

Bachelor of Arts

New Era University

LICENSES & CERTIFICATIONS

  • Microsoft Business Applications

ASSESSMENTS

CORE SKILL English Aptitude CustomerService 0 100

PERSONALITY

ENTJ-A

Extraverted Introverted Intuitive Observant Thinking Feeling Judging Prospecting

People with ENTJ as a personality type are natural leaders. They are charismatic and confident, driving teams toward common goals with strategic thinking and discipline.

PROFESSIONAL SUMMARY

Results-driven Customer Service professional with extensive experience in delivering exceptional support across multi-channel platforms, including email, chat, and phone. Skilled in CRM management, ticketing systems, and technical troubleshooting, with a strong ability to resolve complex issues efficiently while ensuring customer satisfaction. Adept at building trusted relationships, optimizing processes, and contributing to team performance, bringing a proactive, organized, and solution-oriented approach that drives customer loyalty and supports organizational goals.

PROFESSIONAL EXPERIENCE

Resident Screening Specialist 

One CoreDev IT | Philippines l Apr 2025 - Oct 2025

  • Screened 30–50 rental applications daily using a third-party system, ensuring adherence to company policies, Fair Housing laws, and regulatory requirements.
  • Verified applicants’ credit, income, background, and rental history to assess financial capability, leasing risk, and detect potential fraud.
  • Managed applicant communications through phone, email, chat, and SMS, providing timely updates and following up on incomplete submissions.
  • Approved qualified applicants, issued denial notices, and generated management reports on application trends, screening outcomes, and compliance metrics.
  • Strengthened fraud prevention processes, achieving 100% compliance with federal housing regulations and internal standards, minimizing legal and financial risk.

Customer Support Analyst

eTeam Workforce Private Corporation | Philippines l Feb 2025 - Apr 2025

  • Provided multi-channel support to customers via live chat and email, ensuring timely and accurate assistance.
  • Investigated, troubleshooted, and resolved customer issues while maintaining high service standards.
  • Acted as a trusted advisor by demonstrating empathy, valuing customers, and documenting issues accurately for resolution.
  • Took ownership of customer concerns, applied critical thinking to resolve issues on first contact, and escalated defects when necessary.
  • Enhanced the customer experience through proactive communication, education, and clear expectation management.

Senior Configuration Success Analyst 

SiteMinder | Philippines l May 2024 - Aug 2024

  • Served as Acting Team Lead and main point of contact for projects across APAC, ASIA, EMEA, and AMERS on a 24/7 rotating schedule.
  • Delivered performance reports and actionable insights to senior management, supporting strategic decisions and process improvements.
  • Acted as SME in Configuration and Customer Success, resolving client issues, achieving KPIs, and mentoring new hires.
  • Managed workload distribution, task delegation, and cross-departmental collaboration to ensure smooth operations.
  • Rapidly mastered VRBO platform, documented processes in Jira, and developed training materials to onboard team members.

Configuration Success Analyst

SiteMinder | Philippines l Jun 2023 - May 2024

  • Delivered back-end technical support and troubleshooting for SiteMinder, ensuring seamless product configuration and prompt resolution via email and chat.
  • Provided onboarding and customer success support, building trusted relationships to drive retention, manage billing and contract renewals, and identify upselling/cross-selling opportunities.
  • Analyzed customer setups and offered strategic insights to optimize product use and increase guest acquisition across platforms such as Airbnb, Booking.com, and Expedia.
  • Managed support tickets within SLA and KPI targets, escalating complex cases as needed and prioritizing workloads across APAC, ASIA, EMEA, and AMERS regions.
  • Supported a 24/7 rotating roster while adhering to security protocols and internal compliance standards, addressing technical and service-related concerns.

Customer Support Specialist

Telus Digital | Philippines l Feb 2021  - Apr 2023

  • Handled inbound and outbound calls, emails, and Google Chat to resolve inquiries from new and existing customers, ensuring high-quality service.
  • Managed and resolved support tickets via LYNX and i800 Freshdesk, escalating complex issues and delivering timely solutions.
  • Coordinated with major telecom clients (AT&T, Cogeco, Rogers, Bell, Shaw) through Google Meet for project discussions and implementation.
  • Maintained and analyzed large datasets and spreadsheets to ensure accurate service alignment and reporting.
  • Documented meetings, prepared Minutes of Meeting, and tracked action items to support project follow-through and initiatives.