Summary
Overview
Work History
Education
Skills
Seminarsandtrainingsattended
Cellularno
References
Knowledgeskillsattitude
Timeline
Generic

ALONA GRIBIALDE

Caloocan City

Summary

To be accepted as a part of your respectable and dynamic firm in order for me to render my services and contribute to the further advancement and accomplishment of the organizations target, goals, and to gain professional growth as well.

Customer Experience Analyst with strong focus on analyzing customer feedback and improving service processes. Skilled in data analysis, problem-solving, and customer relationship management. Known for team collaboration and adaptability to changing needs. Consistently delivers results and enhances customer satisfaction through strategic insights and effective communication.

Experienced with analyzing customer interactions and feedback to inform strategic decisions and improvements. Utilizes data-driven methodologies to identify trends and enhance customer satisfaction. Knowledge of customer journey mapping and process optimization, ensuring consistent and impactful results.

Overview

11
11
years of professional experience

Work History

Customer Experience Analyst

Telus International
10.2022 - 10.2023
  • Wrote grammatically sound documents and presentations and crafted messages at right level.
  • Implemented ongoing follow-up procedures with customers post-resolution, confirming long-term satisfaction while maintaining open lines of communication for future needs.
  • Enhanced customer satisfaction by addressing and resolving customer inquiries and concerns promptly.
  • Provided comprehensive reporting on key customer experience indicators for management review and action planning.
  • Analyzed customer feedback to identify trends and make recommendations for process improvements.
  • Educated clients on best practices for using products or services, ensuring they derived maximum value from their investments over time.
  • Conducted root cause analysis on recurring issues, driving proactive solutions that reduced future occurrences.
  • Developed training materials to ensure consistent delivery of exceptional customer service across the team.
  • Managed escalated customer issues, resulting in timely resolution and increased satisfaction levels.
  • Monitored performance metrics to continually assess team effectiveness in delivering outstanding support.

POC/Fraud Analyst

Telus International
08.2021 - 10.2022
  • Work as Service Representative Back Office
  • Validate documents ensuring all important identities of each customer are in private custody
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Performed risk assessments to determine level of fraud risk and prioritize investigations.
  • Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
  • Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.

Collection Specialist

Sykes
08.2020 - 07.2021
  • Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.

Call Service Representative

Inspiro Relia Inc.
01.2020 - 02.2020
  • Work as Call Service Representative in seasonal account
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
  • With two weeks training before going live in production floor
  • Experience placing orders and solving issue & concern
  • And work under pressure
  • Maintained productivity and quality standards at all times.

Call Service Representative

Inspiro Relia Inc.
11.2019 - 12.2019
  • Work as Call Service Representative in seasonal account
  • Maintained productivity and quality standards at all times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
  • With two weeks training before going live in production floor
  • Experience placing orders and solving issue & concern
  • And work under pressure

Office Staff

Office of the Congressman
07.2016 - 12.2019
  • Work in the field of office documentation and handling Medical Assistance
  • Improved document organization system which resulted in easier access for staff members when searching relevant files quickly during time-sensitive situations.
  • Provided excellent customer service by addressing inquiries promptly and professionally via phone or email correspondence.
  • Facilitated the smooth operation of daily tasks through effective prioritization of responsibilities based on urgency and importance levels.

Sales Associate

Anson's Cash & Carry Mall
11.2012 - 12.2013
  • Work in the field of inventory with this site and also associates others sites when the sales associates current not available
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.

Education

College Level -

AMA COMPUTER Learning Center
01.2004

Secondary -

Caloocan High School
01.2003

Primary -

Bario Obrero Elementary School
01.1999

Skills

  • Microsoft Office (MS Word, Excel, Powerpoint, Internet, etc)
  • Good written and verbal communication
  • Highly organized and efficient
  • Analytical mindset
  • Customer Segmentation
  • Complaint Handling
  • Complaint resolution
  • Ability to work independently or as part of a team
  • Finish task on the given time
  • Patience in learning new things
  • Willingness to learn new knowledge
  • Positive attitude on struggle

Seminarsandtrainingsattended

  • Livelihood Program Seminar, Deparo Caloocan, 06/01/18
  • Massage Hilot Therapist Seminar, Deparo Caloocan, 08/01/18

Cellularno

09693203207

References

  • Ryan Castillo
  • Mary Rose Manansala, healthlink@gmail.com
  • Josefina Royo, Operational Manager, 09988548994
  • Barangay Secretary, 09305755061
  • Former Admin, 09338286470

Knowledgeskillsattitude

Adobe Photoshop, Computer Literate, Microsoft Office (MS Word, Excel, Powerpoint, Internet, etc.), Excellent written and verbal communication, Highly organized and efficient, Ability to work independently or as part of a team, Finish task on the given time, Patience in learning new things, Willingness to learn new knowledge, Positive attitude on struggle

Timeline

Customer Experience Analyst

Telus International
10.2022 - 10.2023

POC/Fraud Analyst

Telus International
08.2021 - 10.2022

Collection Specialist

Sykes
08.2020 - 07.2021

Call Service Representative

Inspiro Relia Inc.
01.2020 - 02.2020

Call Service Representative

Inspiro Relia Inc.
11.2019 - 12.2019

Office Staff

Office of the Congressman
07.2016 - 12.2019

Sales Associate

Anson's Cash & Carry Mall
11.2012 - 12.2013

Secondary -

Caloocan High School

Primary -

Bario Obrero Elementary School

College Level -

AMA COMPUTER Learning Center

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ALONA GRIBIALDE