Allen Abella
Customer Service Representative
Iloilo
Summary
Results-oriented Marketing Specialist proficient in developing creative marketing collateral for diverse projects. Establishes clear standards and enforces protocols for consistent, high-quality results. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Travel Associate (CSR)
IGT Solutions
Ioilo
07.2022 - 10.2022
- Managed challenging situations calmly under pressure, effectively addressing customer complaints or unforeseen circumstances.
- Enhanced customer satisfaction by providing personalized travel recommendations and itinerary planning.
- Consistently monitored industry trends to stay informed about new developments and opportunities within travel sector.
Team Leader - CRM Operations
Conectys Philippines
Iloilo
11.2021 - 05.2022
- Collaborated with other departments to develop streamlined processes for seamless customer interactions.
- Optimized workflows for increased productivity, resulting in better overall team performance.
- Enhanced customer satisfaction by addressing concerns promptly and resolving issues effectively.
- Spearheaded process improvements initiatives aimed at enhancing overall customer experience within CRM operations.
- Established clear goals for th team, providing direction and motivation towards achieving those objectives.
- Developed a high-performing team through targeted recruitment, training, and performance management.
- Improved CRM operations efficiency by streamlining processes and implementing new technologies.
- Oversaw daily operations, monitoring team activities to ensure adherence to company policies and procedures.
- Created a positive work environment by fostering open communication and encouraging teamwork.
- Implemented data-driven decision-making to enhance the effectiveness of CRM operations.
- Conducted regular reviews of team performance metrics, identifying areas requiring improvement or development opportunities.
- Mentored junior staff members to support their professional growth and strengthen the skills within the team.
- Tracked key performance indicators to measure success of campaigns.
Customer Service Representative/ Content Moderator
Conectys Philippines
Iloilo
01.2021 - 10.2021
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Inspiro Iloilo
Iloilo
12.2018 - 05.2020
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Checker/Truck and Container Van Dispatcher
Super Shuttle Roro ( Asian Marine Transport)
Iloilo
10.2014 - 02.2017
- Supported loss prevention initiatives through vigilant monitoring of potential theft incidents during busy periods.
- Reduced checkout waiting time for customers by maintaining an organized and efficient workspace.
- Actively participated in team meetings, contributing ideas for improving store efficiency and customer satisfaction.
- Facilitated smooth communication between management team members regarding operational updates or concerns affecting the workplace''s productivity levels.
- Received multiple commendations from supervisors for exceptional work ethic, punctuality, and commitment to teamwork goals.
Truck Dispatcher
Empress Trucking
Manila
01.2013 - 12.2013
- Maintained accurate records of all dispatched vehicles, ensuring proper documentation and compliance with industry regulations.
- Coordinated with maintenance department to schedule routine vehicle inspections, minimizing downtime and ensuring operational efficiency.
- Created contingency plans for unexpected situations such as road closures or vehicle breakdowns that resulted in minimal impact on service.
- Facilitated communication between drivers and management, ensuring a seamless flow of information and enabling quick decision-making processes.
- Assisted in the development of dispatcher training materials, leading to improved job performance throughout the team.
- Streamlined dispatch operations by implementing efficient routing and scheduling systems.
- Managed communications between drivers and customers to ensure timely deliveries and high customer satisfaction.
Dispatcher
J Movers Enterprise Corporation
Manila
02.2012 - 12.2012
- Maintained accurate records of all dispatched vehicles, ensuring proper documentation and compliance with industry regulations.
- Coordinated with maintenance department to schedule routine vehicle inspections, minimizing downtime and ensuring operational efficiency.
- Created contingency plans for unexpected situations such as road closures or vehicle breakdowns that resulted in minimal impact on service.
- Negotiated rates with carriers for cost-effective shipping options without sacrificing quality or timeliness of deliveries.
- Streamlined dispatch operations by implementing efficient routing and scheduling systems.
Truck Dispatcher
Cypress Transportation
Manila
01.2008 - 08.2011
- Maintained accurate records of all dispatched vehicles, ensuring proper documentation and compliance with industry regulations.
- Coordinated with maintenance department to schedule routine vehicle inspections, minimizing downtime and ensuring operational efficiency.
- Created contingency plans for unexpected situations such as road closures or vehicle breakdowns that resulted in minimal impact on service.
- Negotiated rates with carriers for cost-effective shipping options without sacrificing quality or timeliness of deliveries.
- Monitored weather conditions daily to preemptively adjust routes when necessary, reducing potential delays due to adverse conditions.
- Streamlined dispatch operations by implementing efficient routing and scheduling systems.
- Assisted in the development of dispatcher training materials, leading to improved job performance throughout the team.
- Facilitated communication between drivers and management, ensuring a seamless flow of information and enabling quick decision-making processes.
- Coordinated dispatching of more than 15 drivers to accomplish daily delivery requirements
Education
Bachelor of Science - Computer Engineering
Western Institute of Technology
Iloilo City 04.2001 -
Skills
Client Relationship Building
Logistics support
Regulations and compliance
Client Relations
Interpersonal communications
Microsoft Office
Interpersonal Communication
Time Management
Timeline
Travel Associate (CSR)
IGT Solutions
07.2022 - 10.2022
Team Leader - CRM Operations
Conectys Philippines
11.2021 - 05.2022
Customer Service Representative/ Content Moderator
Conectys Philippines
01.2021 - 10.2021
Customer Service Representative
Inspiro Iloilo
12.2018 - 05.2020
Checker/Truck and Container Van Dispatcher
Super Shuttle Roro ( Asian Marine Transport)
10.2014 - 02.2017
Truck Dispatcher
Empress Trucking
01.2013 - 12.2013
Dispatcher
J Movers Enterprise Corporation
02.2012 - 12.2012
Truck Dispatcher
Cypress Transportation
01.2008 - 08.2011
Bachelor of Science - Computer Engineering
Western Institute of Technology
04.2001 -