Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
References
Timeline
Generic

ABIGAIL ABINA

Paranaque

Summary

BPO leader with extensive experience in managing large-scale operations for major U.S. clients across various business lines and communication channels. Demonstrated success in driving performance, reducing attrition, and exceeding KPIs through strategic planning and data-driven decision-making. Skilled in stakeholder collaboration and leading high-performing teams in dynamic environments.

Overview

8
8
years of professional experience

Work History

Senior Operations Manager

IntouchCX Philippines
Cubao
10.2024 - 01.2025
  • Managed daily operations to ensure efficient service delivery.
  • Coordinated staff schedules to optimize resource allocation and coverage.
  • Monitored compliance with safety regulations and quality standards.
  • Implemented process improvements to enhance operational workflows and increase productivity.
  • Conducted regular audits of systems to detect potential issues and risks.
  • Developed comprehensive plans for emergency situations, ensuring preparedness.
  • Created reports on key performance indicators to track progress against objectives.
  • Supervised and mentored operations managers, fostering professional growth.

Performance Analyst & Senior Operations Manager

24-7 Intouch PH Inc. (hereinafter IntouchCX Philippines)
Cubao
10.2016 - 09.2020
  • Analyzed performance data to identify trends and improvement opportunities.
  • Developed insightful reports for management and stakeholders.
  • Collaborated with teams to optimize workflows and operational processes.
  • Conducted audits to ensure data accuracy and integrity.
  • Utilized analytical tools to assess key performance indicators effectively.
  • Supported cross-functional projects with data-driven recommendations.
  • Created presentations summarizing results of performance analysis projects.
  • Implemented strategies ensuring compliance with organizational goals.

Education

Bachelor of Arts - Political Science

De La Salle University
Taft, Manila
12-2001

Skills

  • Process improvement and compliance monitoring
  • Performance analysis and metrics
  • Operations management and reporting
  • Emergency planning and response
  • Effective communication and decision-making
  • Team leadership and employee engagement
  • Time management and problem solving
  • Training coordination and staff development
  • Cross-functional collaboration and stakeholder management
  • Cost reduction strategies and P&L management

Accomplishments

Employee of the Year Award, 2019, 24-7 Intouch

Team Leader 212 Degree Award, January 2017, 24-7 Intouch

Team Leader 212 Degree Award, April 2017, 24-7 Intouch

Rewards and Recognition Certificate, March 2014, TATA Consultancy Services

Rewards and Recognition Certification, October 2013, TATA Consultancy Services

Certification of Appreciation, June 2005, Department of Foreign Affairs

Commendation from the Secretary of Foreign Affairs, May 2005, Department of Foreign Affairs

Languages

English
First Language
English
Proficient (C2)
C2

References

References available upon request.

Timeline

Senior Operations Manager

IntouchCX Philippines
10.2024 - 01.2025

Performance Analyst & Senior Operations Manager

24-7 Intouch PH Inc. (hereinafter IntouchCX Philippines)
10.2016 - 09.2020

Bachelor of Arts - Political Science

De La Salle University

Similar Profiles

CREATE PROFILE
ABIGAIL ABINA