Abegail E. Email & Phone Number

Metro Manila, Philippines

San Francisco Bay Area

Makati

• Team Manager (Accounts, Trips, Payments, Email and Voice) Telus International Philippines (March 2015 – December 2019) Manage and coach CSRs and ensure that staff are motivated and measured in line with clients and.
• Produce and monitor reports based on team’s performance and generate action plan based on the opportunities identified.
• Identify and address any gaps in performance to ensure agent’s improvement. Deals and coordinate with clients during site visit and when promoting new process and update.
• Perform administrative task and coordinate with another department. Experience with Workflow Engine, Salesforce, Zendesk, Peoplesoft, Workday, Purecloud, CRM, Softphone, Avaya, Verint, ADP, etc.
• Analyzes client issues through root-cause analysis and problem-solving management as it relates client profitability and recurring issues
• Manage SLAs and KPIs

Makati

Team Leader (Cable, Internet, Email, Television, Accounts, Billing, Sales) Alorica Inc. (July 2013 – March 2015) Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Producing accurate.

Philippines

• ESL Teacher OnlineUniversity of the Philippines (March 2010-November 2010)
• Man-to-man and online tutorials.
• Organizing coursework and learning materials. Assessing student progress and writing reports. Following national and regional policies for teaching English as a second language.
• Address all aspects of communication through appropriate instruction that develops each student’s ability to read, write, speak, and listen in the appropriate content area
• Employ a variety of instructional techniques and strategies to meet different aptitudes and interests of students

Philippines

• Administrative Assistant University of the Philippines (June 2008 – March 2010)
• Provide support to managers, other employees, and office visitors by handling a variety of tasks in order to ensure that all interactions between the organization and others are positive and productive.
• Handling office tasks, such as filing, generating reports and presentations, setting up for meetings, and reordering supplies.
• Providing real-time scheduling support by booking appointments and preventing conflicts.
• Using computers to generate reports, transcribe minutes from meetings, create presentations, and conduct research.