1. Kristine Sta. Ana
Block 9 Lot 95 Dandelion St. Camella Sorrento, Bacoor, Cavite
Contact Number: +63 915 8620249 +6346 4176960
Email: kristinestaana2013@gmail.com Birthdate: 27th
March 1984
Skype: kitm27 Nationality: Filipino
WORK EXPERIENCE
Freelance Writer, Odesk (Work from home)
October 1, 2014 to Present
- Writing of e-books, articles, reviews, blogs, and other writing jobs with various clients on different
topics and niches.
Quality Assurance Lead, Eisdorfer Consulting Enterprises (Paseo de Roxas, Makati)
October 28, 2013 to January 23, 2015
- Listened and evaluated calls via live or remote monitoring for Philippine appointment-setters for
Hult International Business School
- Created/ re-evaluated/ improved Quality Assurance forms to better fit the changes being done with
the appointment requirements and client-specific qualifications
- Provided behavioral coaching to low performing representatives, not only on the quality of their
calls but also linking it with their overall stats to better understand the trends in behavior, if any
- Submitted and presented weekly reports to my supervisor and also sent individual reports to the
representatives
- Conducted training to new hires or retraining for updates to the team
- Evaluated representatives for regularization along with other Team Leads
- Took calls to offset hours if needed by the client or if a rep is out
- Participated in monthly client calls to give a current standing of the evaluations and quality of rep
calls
Team Manager, JPMorgan Chase Bank NA ( Bonifacio Global City, Taguig)
March 1, 2011 to October 22, 2013
- Handled a team of 12-15 agents and help them in their development as financial advisors of the
bank’s Auto loan business.
- Gave real-time decisions regarding fees to be waived or refunded by the advisors in accordance to
the bank’s regulations and history of the account handled.
- Helped advisors practice their decision-making skills through guided coaching sessions and role-
plays.
- Monitored team performance through generating daily reports and follow up on action plans
established during coaching.
- Handled multiple tasks/deliverables on a daily/weekly/monthly basis.
- Delivered reports to manager during huddles and staff meetings.
- Evaluated individual performance in Quality Assurance in accordance to the regulations provided by
the firm and, most especially, customer experience provided during the call.
Relief Team Manager, JPMorgan Chase Bank NA (Bonifacio Global City, Taguig)
February 1, 2011 to February 28, 2011; August 2, 2010 to December 30, 2010
- Handled a team of 6-8 people.
- Supported one team member to become a Relief Team Manager as well
- Supported two other team members become escalation specialists.

2. Kristine Sta. Ana
Block 9 Lot 95 Dandelion St. Camella Sorrento, Bacoor, Cavite
Contact Number: +63 915 8620249 +6346 4176960
Email: kristinestaana2013@gmail.com Birthdate: 27th
March 1984
Skype: kitm27 Nationality: Filipino
- Provided coaching and promoted teamwork resulting to getting the award for the Top Team for Q4
of 2010.
- Became the Executive Head of ACES(R&R initiative in CAF-CS)
- Was a writer for CIRCLES(CAF Newsletter)
Escalations Representative, JPMorgan Chase Bank NA (Bonifacio Global City, Taguig)
January 3, 2011 to January 31, 2011
- Provided workarounds and escalated requests on difficult bank procedures to meet the banking
needs of our customers.
- Handled escalated calls from customers.
- Handled long term accounts for retention.
- Corresponded with upper management for issues of higher importance.
- Working with different departments of the bank to resolve a customer's issue with their accounts.
- Handled multiple concerns including research, coordination with other representatives, networking
with multiple lines of business to approach the customer's concerns effectively.
- Provided feedback to upper management regarding issues being presented by customers.
- Handled callbacks for follow ups and updates on customers’ escalated concerns.
- Participated in weekly meetings and huddles.
- Prepared and presented observations and most recent customer satisfaction results with the
management team.
Financial Advisor, JPMorgan Chase Bank NA (Bonifacio Global City, Taguig)
August 28, 2008 to July 30, 2010
- Processed real-time payments via checks-over-the-phone and processed changes in personal
information upon customers’ requests in accordance to bank policies.
- Provided financial advice on current interest rates offered for new loans/refinanced accounts.
- Provided computations on Simple Interest as well as detailed explanation on payment allocations
and history of the accounts.
- Provided basic technical support to customers about online applications/payments/bank transfers
- Provided service to sales knowledge for Chase credit card products and assisted with consolidation
of accounts via online.
Customer Service Associate (Level 2), E-telecare/Stream Global Solutions (Ayala, Makati)
August 7, 2006 to August 15, 2008
- Provided customer service calls on a telecommunications account
- Provided customer service to sales calls on products and services of the said account
- Provided basic technical assistance to online applications concerning customer’s personal accounts
as well as products and services provided
TRAININGS
SLT (Situational Leadership)
SEP (Self-Excellence Program)
PSDM (Problem- Solving and Decision- Making)
PMDE (Philippine Manager Development Essentials)

3. Kristine Sta. Ana
Block 9 Lot 95 Dandelion St. Camella Sorrento, Bacoor, Cavite
Contact Number: +63 915 8620249 +6346 4176960
Email: kristinestaana2013@gmail.com Birthdate: 27th
March 1984
Skype: kitm27 Nationality: Filipino
- Setting Performance Objectives for Front Line Supervisors.
- Essential Employee Relations Skills for Managers. (APAC)
- Front Line Manager Essentials.
- Evaluating & Rewarding Performance for Front Line Supervisors.
- C3( Critical Coaching Conversations) Certified C3 Coach.
EDUCATIONAL BACKGROUND
Degree : Bachelor of Science
Major : Social Work
University : Saint Louis University Baguio
TECHNICAL SKILLS
Proficient in English Communication(written and oral)
Intermediate knowledge in Microsoft Office
Problem-Solving and Decision-Making Skills
Proficient in Research and Organization skills