Katherine AlmendrasHead of Customer Experience
Kat has spent the last 10 years in the BPO industry. Currently, Kat is holding a Customer Experience Head position at PawnHero Pawnshop Philippines, the first online pawnshop in Southeast Asia. Kat was also the previous Head of Customer Experience of a Southeast Asian ride-hailing app. Prior she spent almost 9 years at the Multinational IT and Business Process Outsourcing (BPO) company where she started as a Customer Service Representative and worked her way up to become an Operations Manager. She managed financial and e-commerce accounts and was responsible for a team of over 200 people. She also managed day to day operations of one of the world’s largest broadcasting and cable companies by providing technical and sales support. Now working to achieve operational efficiency, major KPIs, and manages to implementing new processes that will add value to the organization. In addition, Kat holds a Bachelor's degree in Mass Communication at Pamantasan ng Lungsod ng Maynila.
- The potential of incorporating digital technology for enhanced customer engagement
- Gauging and understanding the entire customer journey with digital services
- Delivering personalised customer experience which ensuring operational efficiency