Karenn Adriano

Experienced and reliable Customer Service, Sales, Telemarketing, and Appointment Setting professional with several years of experience working with international clients. Skilled in inbound and outbound calls, cold calling, lead generation, appointment setting, customer inquiries, order taking, and sales closing. Strong background in insurance sales, telecommunications, and cleaning services, with experience meeting daily sales targets and KPIs.

Experienced in training and coaching new agents, conducting interviews, and helping team members improve their performance. Excellent communication, active listening, problem-solving, and relationship-building skills. Comfortable working independently in a remote/home-based environment while maintaining productivity and professionalism.

A hardworking, adaptable, and goal-oriented professional who is committed to providing excellent customer service and achieving results.

ONLINE ENGLISH TEACHER - Not affiliated with any Company

(2025-10 - 2026-07)

Freelance Contractor

• Conducted interactive online English classes for young learners (ages 5-11).
• Taught English grammar using simple and engaging activities.
• Helped students develop conversational English through role-playing, discussions, and everyday situations.
• Improved students' pronunciation, listening, reading, and speaking skills.
• Customized lesson plans based on each student's learning needs and progress.
• Provided constructive feedback and regular progress updates to parents or the learning platform.
• Encouraged student participation through games, visual aids, and interactive learning tools.
• Maintain a positive, patient, and motivating classroom environment to support student success.

CUSTOMER SERVICES REPRESENTATIVE - IGOR Philippines - Clark Angeles City

(2024-04 - 2024-08)

• Assisted customers with billing inquiries, account updates, service plans, and payment concerns.
• Resolved technical and service-related issues by troubleshooting internet, cable, and phone services.
• Handled inbound customer calls professionally while ensuring excellent customer service.
• Educate customers about products, services, promotions, and account features.
• Processed service requests, account modifications, upgrades, downgrades, and cancellations.
• Documented customer interactions accurately using the company's CRM system.
• Met key performance indicators (KPIs), including customer satisfaction (CSAT), quality assurance (QA), average handle time (AHT), and first call resolution (FCR).
• Collaborated with technical support and other departments to ensure timely issue resolution.
• Maintain customer confidentiality and compliance with company policies and procedures.
• Built positive customer relationships through empathy, active listening, and effective communication.

FRAUD ANALYST - CONCENTRIX PHILIPPINES - Clark Angeles City

(2023-09 - 2024-02)

• Monitored customer accounts for unusual or suspicious transactions using fraud detection systems.
• Investigated potential fraud cases involving debit cards, credit cards, online banking, and account activity.
• Contact customers to verify transactions and confirm account security.
• Place temporary holds or restrictions on compromised accounts when necessary to prevent unauthorized access.
• Reviewed transaction history and account information to identify fraud patterns and assess potential risks.
• Escalate complex fraud cases to the appropriate departments for further investigation.
• Documented investigations thoroughly and maintained accurate case records.
• Ensured compliance with banking regulations, security standards, and internal fraud prevention policies.
• Collaborated with internal teams to resolve fraud-related issues and improve fraud detection processes.
• Delivered professional customer service while handling sensitive financial information with confidentiality and accuracy.

UNIT MANAGER - SAINT PETER LIFE PLAN INC. - City of San Fernando Pampanga

(2020-09 - 2022-11)

• Recruited, trained, and supervised a team of financial advisors and sales agents.
• Developed and implemented sales strategies to achieve individual and team sales goals.
• Conducted regular coaching, performance reviews, and field training to improve team productivity.
• Monitored team performance, prepared sales reports, and analyzed key performance indicators (KPIs).
• Ensured compliance with company policies, industry regulations, and ethical sales practices.
• Organized sales meetings, training sessions, and motivational activities to enhance team performance.
• Collaborated with senior management to develop business growth strategies and expand market reach.

SENIOR AGENT - BSD TRADING SERVICES - Clark Angeles City

(2017-10 - 2018-06)

• Assisted clients with account setup, funding, and general account management inquiries.
• Responded promptly and professionally to customer emails, providing accurate information and resolving concerns.
• Built long-term relationships with clients through regular follow-ups and personalized service.
• Consistently met and exceeded individual sales quotas and performance targets.
• Mentored and coached newly hired agents.
• Maintained accurate records of customer interactions and sales activities using CRM systems.
• Collaborated with management to develop sales strategies, improve customer engagement, and increase revenue.

FREELANCE HOME-BASED CONTRACTOR - JANITORIAL SERVICES INC. - UK / Remote

(2015-03 - 2017-03)

• Scheduled appointments with prospective clients through outbound calling and lead follow-ups.
• Handled both inbound and outbound calls, providing excellent customer service and responding to client inquiries.
• Qualified leads and coordinated appointments for the sales team.
• Conducted initial interviews to assess and screen potential applicants

FREELANCE HOME-BASED CONTRACTOR - XT DIRECT LLC. - Omaha Nebraska / Remote

(2012-03 - 2013-04)

• Scheduled appointments with prospective clients through outbound calling and lead follow-ups.
• Handled both inbound and outbound calls, providing excellent customer service and responding to client inquiries.
• Qualified leads and coordinated appointments for the sales team.
• Conducted initial interviews to assess and screen potential applicants

Bachelor of Science - Nursing - ANGELES UNIVERSITY FOUNDATION (2004 - 2007)

Bachelor of Science - Computer Science and Information Technology - AMA COLLEGE (2000 - 2004)