Janine Joyce Abad
Summary
Dynamic Senior Customer Service Analyst with a proven track record at Concentrix, excelling in complaint handling and customer satisfaction. Recognized as a top performer, I consistently achieved high QA scores while demonstrating adaptability and teamwork. Proficient in CRM software, I effectively resolved complex issues, enhancing overall service quality.
Overview
15
15
years of professional experience
Work History
Senior Customer Service Analyst
Concentrix
Cagayan De Oro, Province Of Misamis Oriental, Philippines
08.2015 - 12.2025
- Handled inbound and outbound technical and customer service calls in a high-volume environment.
- Resolved customer issues, inquiries, and complaints with professionalism and empathy.
- Adhered to company policies and KPIs including AHT, QA scores, and FCR.
- Accurately documented all interactions using CRM systems.
- Participated in team huddles, coaching sessions, and ongoing training.
- Escalated complex issues to appropriate departments following escalation protocols.
- Maintained 100% compliance with data security and confidentiality standards.
- Consistently exceeded monthly QA targets with an average score of 96%+.
- Reduced personal AHT by 15 minutes while maintaining high customer satisfaction scores.
- Recognized as “Top Performer of the Month” 3 times in the past year. And was awarded as a top performer of the year last December 9, 2024.
- Achieved 100% attendance for 6 consecutive months.
- Played a key role in a process improvement initiative .
Financial Advisor
AXA Philippines
Cagayan De Oro City
02.2012 - 07.2015
- Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
- Developed comprehensive financial plans for clients to achieve short-term and long-term goals.
- Provided comprehensive retirement planning services, ensuring clients maintain their desired lifestyle postretirement.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
Technician
Snap in a Box
Cagayan De Oro City
09.2010 - 01.2012
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
Education
Bachelor of Science - Collge of Nursing
Lourdes College
High School Diploma -
Lourdes High School
03-2008
Skills
Call center experience
Data collection
Customer service
Teamwork and collaboration
Service standard compliance
Account management
Report preparation
Email management
Chat support
CRM software
Social media monitoring
Sales support
Complaint handling
Call center experience
Personal Information
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Concentrix Top Performer of the year 2024
Timeline
Senior Customer Service Analyst
Concentrix
08.2015 - 12.2025
Financial Advisor
AXA Philippines
02.2012 - 07.2015
Technician
Snap in a Box
09.2010 - 01.2012
Bachelor of Science - Collge of Nursing
Lourdes College
High School Diploma -
Lourdes High School