Katryll Gutierrez

Experience

• 

  Sutherland

  Oct 2009 - Jul 2010

  Technical Support Specialist

  Hardware and Live Support for XBOX. Assists customers with console hardware problems, online accounts, purchase and troubleshooting techinical assistance.

• 

  TeleTech Philippines

  Aug 2010 - Aug 2012

  Commission Sales Associate

  Sales and Customer service for T-Mobile America. Resolves complaints via phone regarding orders, billing, payment, refund. Suggests solution for product malfunction. Attempts to persuade and reconsider account cancellation. Sells products, line and services.

• 

  Concentrix

  Nov 2012 - Sept 2021

  Provides guidance, direction and manages team's primary KPI. Performs weekly call monitoring for both live and recorded calls to ensure quality calls are delivered. Client interaction for weekly business review and data analytical skills. Presents business review with clients to identify, investigate, research and provide resolution for the program. Facilitates SBS and one on one coaching. Serves as a a common resource to other support personnel. Facilitates team huddle to update SMEs on program's drive and process introduction. Hardware Support for Dell. Assisting customers via phone and chat support. Providing resolution for hardware, software and other computer related technologies. Manage tickets and do Case Management to log and track reported issues timely. Dealing with on site technicians to assist real time troubleshooting and isolating issues they are unable to fix on their own.

  • Team Manager

    Apr 2019 - Sept 2021

  • Program Case Mentor Lead

    Jun 2017 - Apr 2019

  • Technical Support Specialist

    Nov 2012 - Jun 2017
• 

  ByteDance

  Feb 2022 - now

  • Sr. Team Manager

    Mar 2025 - now

  • Team Manager

    Feb 2022 - Mar 2025