Abraham Lim
Dasmarinas,CAV
Summary
Experienced and results-driven team leader with 14 years in the BPO industry, including 6 years in leadership roles. Possesses a solid background in retail banking with 12 years of experience. Analytical and equipped with in-depth understanding of financial risks associated with range of organizational actions. Proven track record of ensuring high performance and motivation within customer service teams to deliver efficient and competent service to cardholders. Skilled in team planning to drive improvement strategies and achieve established performance metrics and objectives.
Overview
21
21
years of professional experience
Work History
Executive Assistant
Oraz Philippines
01.2024 - Current
- Achieved goals and complete complex task by prioritizing and managing work
- Performed competitor research and analysis
- Provided exceptional support with travel and logistics.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Handled confidential and sensitive information with discretion and tact.
- Coordinated events and worked on ad hoc projects.
Service Delivery Operations Team Lead
Accenture INC
10.2022 - 05.2023
- Overseen customer service junior team leads and agents whose primary function is to handle customer service inquiries via phone
- Increased coaching compliance by 50% by sharing best practice and creating template for junior team manager to use while coaching.
- Responsible for overall skill/ competency and development of direct reports through performance coaching, mentoring and talent development.
- Developed effective improvement plans in alignment with goals and specifications.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Created and managed project plans, timelines and budgets.
- Developed strong communication and organizational skills through working on group projects.
Assistant Manager
HSBC Electronic Data Processing Philippines inc.
04.2022 - 10.2022
- Monitored activities across all exchange trade activities and carry out level 1 investigation for audio surveillance alerts
- Identified activities that may qualify as market manipulation and/or activities that may compromise integrity of the bank
- Alerted level 2 investigators of breach which was reported to regulators
- Use judgment based on training and experience to refer alerts for further investigation.
Assistant Manager for Operations
HSBC Electronic Data Processing Philippines inc.
10.2016 - 04.2022
- Lead a group of team leaders to increase schedule adherence and decreasing over idles by increasing accountability and awareness of said metrics
- Participated in selection, training, and development of strong and highly engaged team members
- Delivered timely Performance Management via monthly l:l and mid/ year end Performance reviews.
- Generated repeat business through exceptional customer service.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Customer Service
HSBC Electronic Data Processing Philippines inc.
07.2010 - 10.2016
- Handled multiple queries from retail and Premier HSBC USA customers' and be able to provide a high-quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible
- Safeguard accounts and protect the bank by performing due diligence in handling customer's information
- Knowledge of money laundering, tax evasion and red flags.
Customer service agent
Sykes Asia
06.2009 - 06.2010
- Provided support to customers who have booked their hotel reservations through hotels.com
- Being able to resolve customers issue and provide alternative options at first contact.
Inbound Sales Agent
NCO Group
06.2007 - 01.2008
- Provided inbound customer service support for Sprint and Nextel customers.
- Incorporated cross-selling, up-selling and add-ons and offered promotional items to increase sales.
- Generated new and repeat sales by offering timely product, service, and technical information.
JR HR Assistant
Copylandia OFFICE SYSTEMS
08.2003 - 02.2004
- Gathered data for payroll purposes.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Participated in recruitment and selection process for new hires.
Education
Bachelor of Science - Nursing
St Jude College Manila
Metro Manila03.2007
Master of Science - Psychology
University of Santo Tomas
Espaňa Manila03.2003
Skills
- Leadership
- Team Management
- Coaching
- Critical Thinking
- Training
- Analytical skills
- Investigations
- Risk-Based Decision Making
- Risk Management
- Quality Control
- Task Delegation
- Project Planning
References
To be furnished upon request.
Timeline
Executive Assistant
Oraz Philippines
01.2024 - Current
Service Delivery Operations Team Lead
Accenture INC
10.2022 - 05.2023
Assistant Manager
HSBC Electronic Data Processing Philippines inc.
04.2022 - 10.2022
Assistant Manager for Operations
HSBC Electronic Data Processing Philippines inc.
10.2016 - 04.2022
Customer Service
HSBC Electronic Data Processing Philippines inc.
07.2010 - 10.2016
Customer service agent
Sykes Asia
06.2009 - 06.2010
Inbound Sales Agent
NCO Group
06.2007 - 01.2008
JR HR Assistant
Copylandia OFFICE SYSTEMS
08.2003 - 02.2004
Bachelor of Science - Nursing
St Jude College Manila
Master of Science - Psychology
University of Santo Tomas
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