KRISTINE SUSAN de VERA SANTIAGO
14404 S. Budlong Ave., Apt. 9
Gardena, CA 90247
Home: [Send email to request phone number] 15-1096
Mobile: [Send email to request phone number] 93-0295
suzy.santiago@yahoo.com
EDUCATION
1998-2001 DE LA SALLE UNIVERSITY, MANILA, PHILIPPINES
Bachelor of Arts in International Studies, Major in Japanese. Graduated on
October 2001. Awards: Dean’s List 1st Term, SY 2000-2001; Gold Medal for
Outstanding Undergraduate Thesis, 1st Term, SY 2001-2002.
1994 – 1998 SAN BEDA COLLEGE, ALABANG (formerly St. Benedict College),
PHILIPPINES
WORK EXPERIENCE
August 2006 - February 2007 TEAM LEAD, APAC CUSTOMER SERVICES, INC.,
PHILIPPINES
Supervised 12-14 agents as the immediate team and 30 representatives at any
given time in the whole program; Provided coaching/feedback to improve agent &
team performance; Handled escalated calls for eligibility, benefit and claim
calls for Anthem BCBS Northeast medical insurance and continues to train reps in
operations for program updates.
August 2005 – August 2006 CORPORATE QUALITY ANALYST, APAC CUSTOMER SERVICES,
INC., PHILIPPINES
Core responsibilities included, auditing 400 calls/month on WellPoint Medicare
program; Providing QA Reporting, Trending & Analysis, and weekly 360 Degree
feedbacks on Team Lead’s performance, campaign performance and suggested areas
for Improvement.
August 2003 - April 2005 CALL CENTER SPECIALIST,AIG BUSINESS PROCESSING
INC.,PHILIPPINES
Responsibilities included updating accounts, setting up claims, and
providing/verifying information on individual Health and Life policies; In-charge
of sending out attendance reports and system issue updates; Provided feedback to
new hires to further enhance/improve call center communication skills.
Other Involvements: Key Resource Person and Coach.
Achievement: Silver Star Award (October. 2004)
BUPLAS Speaking Assessment Score: 4.0
April 2002 – December 2002 CUSTOMER SERVICE REPRESENTATIVE, TELETECH
INTERNATIONAL/VOCATIV SYSTEMS INC. (ePLDT), PHILIPPINES
Tasks involved, transferring of all in-bound calls to the appropriate QWEST
departments by probing and verifying the correct information and providing
quality customer-service. Assisted in putting people in AUX modes and pulling out
people for trainings, and handled calls/clients in need of supervisor.
Facilitated Product Orientation and Call Simulation for the new hires. Monitored
live calls and implemented feedback and review procedures for the agents.
Supervised a team of 12 agents for the PLDT Bundles and Collections Projects.
January 2002 VOLUNTEER TEACHER-ASSISTANT, SUNRIDGE LEARNING CENTER, GUADALUPE,
ARIZONA, U.S.A
Assisted in checking compositions, sorting out student files, typing and doing
errands.
EXTRA-CURRICULAR ACTIVITES
2006- present SUPPORTER, GREENPEACE SOUTHEAST ASIA
2001- present MEMBER, CFC SINGLES FOR CHRIST
1995- 1998 UNIT HEAD, CFC YOUTH FOR CHRIST
Led the coordination, organization, planning of activities, guided and directed
the youth members in the process of growth in Christian values and character.
SEMINARS ATTENDED
December 2006 COACHING FOR RESULTS
APAC Customer Services Inc., Libis, Quezon City, Philippines
September 2005 WELLPOINT PART D SALES TRAINING (1 week)
APAC Customer Services Inc., Tucson, Arizona, U.S.A
January 2005 COACHING THE COACHES
AIG Business Processing Services Inc., Alabang, Muntinlupa, Philippines
September-October 2003 AGLA PROCESSING AND OPERATIONS TRAINING (6 weeks)
American General Life an Accident (AGLA) Corporate Office, Nashville,
Tennessee, U.S.A.
October 2002 SERVICE MILEAGE SEMINAR BY GUTHRIE-JENSEN
Teletech International Philippines/Vocativ Systems Inc., Fort Bonifacio,
Philippines
August 2002 CALL COACHING SESSION
Teletech International Philippines/Vocativ Systems Inc., Fort Bonifacio,
Philippines
August 2002 EFFECTIVE PRESENTATION SKILLS TRAINING
Teletech International Philippines/Vocativ Systems Inc., Fort Bonifacio,
Philippines
August 2002 QUALITY ASSURANCE CERTIFICATION
Teletech International Philippines/Vocativ Systems Inc., Fort Bonifacio,
Philippines
PERSONAL INFORMATION
Fluent in English and in Filipino. Knowledgeable in Microsoft Programs (MS Word,
Excel, Powerpoint, Outlook, Frontpage and Office). Adaptable, Innovative and
Goal-oriented.
REFERENCES
Available upon request.
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