Jennifer Balabis
Senior Supervisor/Manager
Mandaluyong City, Metro Manila
Summary
Results-driven Engagement Manager with expertise in stakeholder relations, strategic thinking, and business analysis. Proven track record in driving performance improvements and implementing training programs that enhance customer engagement and team capabilities.
Overview
10
10
years of professional experience
Work History
Engagement Manager
T-Mobile
2025.08 - 2026.07
- Led cross-functional teams to enhance customer engagement strategies and improve service delivery.
- Developed and implemented training programs to elevate team performance and client satisfaction.
- Analyzed customer feedback to drive continuous improvement in service offerings and operational efficiency.
- Managed project timelines and deliverables, ensuring alignment with client expectations and organizational goals.
- Collaborated with senior leadership to define key performance indicators for tracking engagement success metrics.
- Mentored junior staff, fostering professional growth and enhancing team capabilities in client management practices.
- Consulted with teams on established best practices and process improvements.
- Implemented data-driven strategies for continuous improvement of engagement services, leading to improved performance metrics.
- Assessed risks associated with engagements proactively mitigating potential issues before they escalated into significant problems affecting overall outcomes.
- Evaluated post-engagement performance data to identify areas for improvement and implement strategies to enhance future engagements'' quality and effectiveness.
- Utilized analytical tools to monitor progress against engagement objectives regularly, making necessary adjustments to ensure success in achieving goals set forth by clients.
- Conducted regular performance reviews, identifying areas for improvement and implementing targeted training.
Senior Engagement Supervisor
T-Mobile
2023.11 - 2025.08
- Develop mentor team members, fostering professional growth and enhancing TCC/ ABAY performance.
- Collaborated with training teams to align mentor and learners operation goals with client expectations and business objectives.
- Conducted regular performance reviews, optimizing workflows and increasing operational efficiency within the team.
- Spearheaded training programs on best practices for client engagement, elevating overall service quality standards.
- Facilitated effective issue resolution by promptly addressing challenges and implementing appropriate corrective actions.
- Built a culture of collaboration among team members encouraging open communication sharing ideas expertise ultimately improving overall performance.
- Managed agents PTO requests efficiently while minimizing disruptions to ongoing operations, ensuring client required headcount will be supported.
- Drive required over time and handled tracking and monitoring supervisor's compliances
- Extend help with supervisors that are challenge in delivering metrics goal.
Engagement Supervisor
T-Mobile
2022.02 - 2023.11
- Led cross-functional teams to enhance customer engagement strategies and improve service delivery.
- Utilized CRM tools to track engagement metrics and inform strategic decision-making processes.
- Mentored junior team members, promoting knowledge sharing and professional development within the team.
- Evaluated post-engagement performance data to identify areas for improvement and implement strategies to enhance future engagements'' quality and effectiveness.
- Handled chat and email support team ensuring quality service and resolution will be provided to each customer.
- Drive quality score and attendance.
Trainer
Comcast/Xfinity
2021.10 - 2022.02
- Developed and delivered training programs to enhance employee knowledge of products and services.
- Implemented new training methodologies to improve engagement and retention among participants.
- Assessed trainee performance through evaluations and provided constructive feedback for improvement.
- Collaborated with cross-functional teams to ensure alignment of training content with business objectives.
- Coordinated logistics for training sessions, including scheduling, materials preparation, and venue setup.
- Monitored industry trends to update training materials and keep content relevant and impactful.
- Established metrics to evaluate effectiveness of training programs and identify areas for enhancement.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
ABAY Coach
Comcast/Xfinity
2019.09 - 2021.10
- Analyzed learners performance metrics to identify areas for improvement and drive strategic initiatives.
- Facilitated regular feedback sessions to ensure alignment with company goals and employee development plans.
- Designed engagement activities that improved team morale and customer satisfaction ratings.
- Implemented best practices in coaching methodologies, resulting in enhanced individual and team productivity levels.
- Collaborate with training and operation to align goals.
Technical Support Representative
Comacast/Xfinity
2016.01 - 2021.09
- Provided technical assistance for troubleshooting internet, cable, and phone services to enhance customer satisfaction.
- Resolved customer inquiries through multiple channels, ensuring timely and accurate support delivery.
- Guided customers in utilizing self-service resources, promoting digital literacy and efficient issue resolution.
- Analyzed recurring issues to identify trends and recommend improvements for system reliability and performance.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Handled back office, inbound and outbound calls. Promote sales and customer satisfaction survey
Education
Some College (No Degree) - Computer Secretarial
Skills
Stakeholder relations
Business analysis
Strategic thinking
Accounts payable
Coaching and Mentoring
Timeline
Engagement Manager - T-Mobile
2025.08 - 2026.07
Senior Engagement Supervisor - T-Mobile
2023.11 - 2025.08
Engagement Supervisor - T-Mobile
2022.02 - 2023.11
Trainer - Comcast/Xfinity
2021.10 - 2022.02
ABAY Coach - Comcast/Xfinity
2019.09 - 2021.10
Technical Support Representative - Comacast/Xfinity
2016.01 - 2021.09
St Paul University - Some College (No Degree), Computer Secretarial