Abigail Mangente
Quezon City
Summary
Motivated individual with a strong adaptability to new possibilities and opportunities. Goal-oriented mindset, always striving for high achievement. Eager to continuously learn and grow to achieve success in any chosen path or career. Committed to contributing to the company's success through dedicated service, hard work, and unwavering determination.
Overview
26
26
years of professional experience
Work History
Service Delivery Manager Assistant
Neta Care Holistic Health Services
11.2022 - Current
- Manage rostering and scheduling, aligning support professionals with client needs, preferences, and Care Plans while ensuring proper skill and availability matching
- Handle immediate roster adjustments for cancellations or shift swaps, promptly informing clients of any staff changes
- Assist clients with case-related concerns when Service Delivery Managers (SDMs) are unavailable
- Publish monthly shifts and ensure timely updates for staff and management
- Attend trainings and meetings with SDMs and executives regarding client updates and professional development
- Communicate with support professionals about availability and required training
- Log and document all inbound calls from the 1300 support line for recordkeeping and follow-up
Real-Time Analyst
Agents Only
11.2021 - 10.2022
- Monitors intra-day call volume to ensure call volume complies to forecast
- Monitors Real-Time adherence and call statistics to ensure on/off phone activity is managed efficiently throughout the day
- Provides analysis of key metrics and trends promptly and recommends steps to improve the efficiency and effectiveness of the organization
- Generates and communicates off-phone activity reports, staffing issues, performance measures, and call statistics
- Demonstrates professional behavior, teamwork, punctuality, dependability, and adheres to company policies & procedures
Offshore Inside Sales Agent
The Ashton Real Estate Group of RE/MAX Advantage
05.2020 - 08.2022
- Data management - Updating FUB, Zillow Premier Agent, Pipedrive, and Opcity daily
- Helped ISAs in handing out converted leads to agents
- Helped ISAs in calling out prospective leads from the low-quality call list
Workforce Management Analyst
Teleperformance (Telstra Australia)
07.2015 - 02.2021
- Managed agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions) to meet daily service level and ASA objectives
- Monitors intra-day call volume to ensure call volume complies to forecast
- Monitors Real-Time adherence and call statistics to ensure on/off phone activity is managed efficiently throughout the day
- Provides analysis of key metrics and trends promptly and recommends steps to improve the efficiency and effectiveness of the organization
- Generates and communicates off-phone activity reports, staffing issues, performance measures, and call statistics
- Demonstrates professional behavior, teamwork, punctuality, dependability, and adheres to company policies & procedures
Subject Matter Expert (CRG Trained)
Teleperformance (Telstra Australia)
10.2013 - 07.2015
- Managed three nesting teams and was responsible for conducting inductions
- Responsible for guiding, teaching, and encouraging groups with their inquiries by proper utilization of tools to make them more efficient and independent
- Accountable for taking escalation calls from agents
- Managed complaints raised by customers through service requests
- Helping out supervisors by doing side-by-side and providing coaching opportunities for agents/ consultants
Customer Service Representative
Teleperformance (Telstra Australia)
11.2012 - 10.2013
- Responsible for handling phone-in queries of products and services for landline, mobile, fixed line broadband, and mobile broadband from Telstra customers
- Responsible for handling after-sales transactions like bill inquiry and disputes, phone navigation, landline, and basic broadband troubleshooting
- Responsible for provisioning service orders for activation and cancellation of plans and services
Customer Service Representative
TeleTech (Telecom NZ)
02.2011 - 10.2012
- Responsible for handling phone-in queries of products and services for landline, mobile, fixed line broadband, and mobile broadband from Telecom NZ customers
- Responsible for handling after-sales transactions like bill inquiry and disputes, phone navigation, landline, and basic broadband troubleshooting
- Responsible for provisioning service orders for activation and cancellation of plans and services for Telecom products
- Up-selling products and services (mobile, mobile broadband, broadband acquisition) to customers on a needs-based opportunity
Supervisor/ Monitor
Wading River Bible Baptist Academy (Accelerated Christian Education)
01.2009 - 10.2010
- Handled and supervised intermediate and high school students
- Assisted in faculty meetings and school events
Senior Account Manager
Iron Fort, Inc.
07.2009 - 12.2009
- Took the lead role in selling hardware IT products for HP, such as computers and laptops, and different IT solutions, such as servers, storage virtualization, communication technology products, networking, and security solutions
- Responsible for the sales process, presentations, proposals, and quotations from the initial point of contact
Customer Care Officer / Inventory Officer (Caloocan, SM North Edsa Wireless Center)
SMART COMMUNICATIONS INC.
01.2009 - 06.2009
- As Customer Care Officer - Attended to subscribers' queries about products and services; processed after-sales requests such as changes in subscribers' accounts, change plans, equipment, and other related requests; and monitored and resolved complaints within given service level agreement and empowerment
- Handled technical transactions for handset configuration and synchronization
- Assigned to Local Store Marketing projects
- Done backroom functions such as processing of service orders, cleaning up/ post review of documents, generating weekly reports such churn management, attendance, overtime
- As Inventory Officer - Monitored availability of units for sales, retention aftersales, and replacement transactions
- Technical point person for phone navigation and acquiring units for repair by Authorized Service Centers
Infinity Management Officer
SMART COMMUNICATIONS INC.
09.2001 - 06.2009
- Managed 300 accounts of the company's high-end subscribers (subscribers with plans 5000 and 8000 monthly) by maintaining and establishing a good working relationship with them
- Attended to queries about products and services and perks
- Treated to clients after sales requests and technical transactions such as phone navigation, handset configuration, and synchronization
- Monitored and resolved complaints within the given service level agreement
- Had been assigned to high-profile Infinity events
Customer Care Support/ IT Helpdesk
Digital Telecom, Philippines, Inc.
05.2000 - 08.2001
- Assisted customer care assistants with technical service order procedures and SAP problems
- Assisted the group in implementing roll-out training courses to business centers regarding service order creation and dispute management procedures
- Attended to phone-in queries and logged complaints from Regional Business Units CSS users who needed assistance or clarification on S/O processing, payment standing, bill statement analysis, toll information
Customer Care Assistant
Isla Communications, Inc.
06.1999 - 03.2000
- Handled phone queries and subscribers' complaints on after-sales transactions (phone navigation, bill interpretation)
- Monitored call-outs to subscribers that needed follow-through assistance
Education
Bachelor of Arts - Mass Communication, Major in Broadcasting
Centro Escolar University
Mendiola, Manila03.1999
Skills
- Effective Time Management
- Client Relations
- Effective Conflict Mediation
- Collaborative Skills
- Analytical Problem-Solving
- Strategic Decision Making
- Detail-Oriented Mindset
- Flexibility in Change
- Clear Communication Proficiency
- Proficient in Microsoft Office
- CRM Proficiency
- Effective Scheduling
- Email and Calendar Management
- Excel Proficiency
- Spreadsheet Management
- Oracle - Netsuite
- Siebel
- AWS
- NICE IEX
- Salesforce
- Follow Up Boss
- SAP
- ICMS
- Slack
- Telegram
- Discord
- Chatwork
- Viber
- Zoom
- MS Teams
- Skype
- Google Meet
- Photoshop
- Canva
- Typography
- Photo editing
- Operating editing machines
- Operating projectors
- Operating video cameras
- Operating vital office equipment
Timeline
Service Delivery Manager Assistant
Neta Care Holistic Health Services
11.2022 - Current
Real-Time Analyst
Agents Only
11.2021 - 10.2022
Offshore Inside Sales Agent
The Ashton Real Estate Group of RE/MAX Advantage
05.2020 - 08.2022
Workforce Management Analyst
Teleperformance (Telstra Australia)
07.2015 - 02.2021
Subject Matter Expert (CRG Trained)
Teleperformance (Telstra Australia)
10.2013 - 07.2015
Customer Service Representative
Teleperformance (Telstra Australia)
11.2012 - 10.2013
Customer Service Representative
TeleTech (Telecom NZ)
02.2011 - 10.2012
Senior Account Manager
Iron Fort, Inc.
07.2009 - 12.2009
Supervisor/ Monitor
Wading River Bible Baptist Academy (Accelerated Christian Education)
01.2009 - 10.2010
Customer Care Officer / Inventory Officer (Caloocan, SM North Edsa Wireless Center)
SMART COMMUNICATIONS INC.
01.2009 - 06.2009
Infinity Management Officer
SMART COMMUNICATIONS INC.
09.2001 - 06.2009
Customer Care Support/ IT Helpdesk
Digital Telecom, Philippines, Inc.
05.2000 - 08.2001
Customer Care Assistant
Isla Communications, Inc.
06.1999 - 03.2000
Bachelor of Arts - Mass Communication, Major in Broadcasting
Centro Escolar University
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