Catherine Gutierrez Biete

Experience

EXL Service Philippines

Feb 2002 – Present

Pasay

Assistant Manager

Provide comprehensive healthcare management to facilitate delivery of appropriate quality healthcare, promote cost effective outcomes and improve operational proficiency involving clinical issues. Responsible for the management of advocates including the organization and development of high performing teams.

Wells Fargo Philippines

Jun 2021 – Feb 2022

Taguig

Customer Service Representative

Deliver exceptional service to our customers by going out of the way to provide great customer experience. Provide answer to customer inquiries in a friendly and courteous manner. Offer customers the products and services that they need and want to succeed financially. Provide first call resolution, while following strict procedures that meet compliance guidelines.

JP Morgan & Chase Co.

Feb 2010 – Feb 2013

Taguig

Team Lead

Team Lead Provide leadership, support and guidance to the team • Manage the distribution of workflow within the team to ensure the service levels are met • Monitor improvement opportunities and provide effective feedback • Perform quality check in performance reports and identify areas of improvement and execute measures to improve performance goals • Ensure strict adherence to company policies and procedural guidelines • Assist with the maintenance, development and implementation of Quality Assurance Guidelines • Deliver immediate, systematic and constructive feedback • Randomly audit teams on timelines specified Consumer Loan Specialist (Home Lending) • Instruct applicants on documentation requirements and conducting follow-up to ensure timely receipt • Using checklist, gather documents to ensure compliance with Chase Policy and Procedures • Make outbound calls to Homeowners Insurance Agency, internal partners or third parties in relation to mortgage inquiry/request • Make outbound calls to applicant’s employers for verification of employment Achievements: •Consistent Top Performer of the Team since first month •Assigned as a “Mentor” for New Hires on the second month •Promoted as a Team Leader after 6 months of probation period

Teletech Customer Care Management, Inc.

Jan 2007 – Sep 2008

Cainta, Rizal

Technical Support Representative

• Provide telephone support to members in resolving modem problems, internet connection, authentication, online browsing, and online registration • Provide support in resolving digital cable access, channel lineups, channel problems, remote control setup, and troubleshooting digital converter • Sell, up-sell and cross-sell Company’s 3 lines of businesses, such as digital cable, high speed internet, and telephone service • Deliver excellent customer service and built customer satisfaction and loyalty • Collect customer’s payments and arrangement over the phone • Respond in a timely manner to customer’s inquiries and request • Demonstrate best judgment in resolving customer’s disputes effectively and professionally • Complete all the trainings to stay efficient in both product and call procedure changes • Accept assignments with an open, cooperative, positive and team-oriented attitude

Education

Rizal Technological University

Jun 1998 – Apr 2002

Bachelor’s Degree , Business Administration

Catherine Gutierrez Biete

Skills

Languages