Cristine Joy Binayug

Results-driven customer service and training specialist with expertise in managing disability and FMLA claims, exceeding KPI targets, and sustaining high customer satisfaction. Skilled in new hire training, coaching, and mentoring, achieving a 97% transition rate into operations. Proven ability in order management, complaint resolution, and sales support, with strong focus on accuracy, compliance, data management and customer experience.

Consistently recognized for exemplary performance and contributions.

Customer Service Professional at Accenture BPO (2022-02 – Present)

• Managed short-term and long-term disability insurance claims and FMLA cases with compliance and accuracy.
• Exceeded KPI targets: 90% attendance, 92% accuracy, 92% customer experience in quality audits.
• Sustained 90% customer satisfaction, including Voice of the Customer and First Call Resolution.
• Ensured accurate call documentation and timely updates of system data before proceeding to next case.

Program Ready Trainer & Subject Matter Expert at Concentrix (2021-09 – 2022-01)

• Facilitated end-to-end new hire training covering complex process flows, CRM navigation, and product knowledge.
• Achieved 97% transition rate of new hires into operations through targeted coaching and learning assessments.
• Conducted mock-call simulations and role-playing exercises to strengthen de-escalation skills for handling irate customers.
• Mentored 100+ Customer Service Associates on retail return policies (replacement, refund, re-routing), order placement/tracking, and inventory management.

Customer Service Representative at Concentrix (2021-07 – 2021-09)

• Provided customer support by answering inquiries on product availability, store locations, and promotions.
• Managed order processing including placement, tracking, refunds, replacements, and shipment re-routing.
• Handled complaint resolution for damaged goods, missing items, and delivery delays; coordinated with tracking services for delayed shipments.
• Promoted sales and upselling through loyalty programs (Welcome Rewards+), coupon usage, and in-store, pick-up, or online delivery offers.

Professional Full-Time Catechist at Novaliches Diocesan Catechetical Foundation Inc. (2019-05 – 2020-06)

• Delivered daily classroom instruction for elementary students, teaching fundamental Christian doctrine in an engaging and systematic manner.
• Facilitated sacramental preparation for Baptism, First Communion, and Confirmation candidates.
• Participated in and led formation programs and seminars, enhancing teaching methodologies and theological knowledge.
• Conducted community engagement through home visitations and family catechesis, providing pastoral care and serving as a living witness of the Gospel.

Bachelor in Secondary Education in Religious Education – Siena College Inc. (2015-06 – 2019-05)

High School Diploma – Olive Grove School (2011-06 – 2015-04)

Elementary Diploma – Placido Del Mundo Elementary School (2005-06 – 2011-04)