Katrina Abaday
Customer Service Representative
Ibaan,BTG
Summary
Customer service professional with CRM, payment processing, data entry, and Microsoft Excel skills, known for active listening, problem resolution, and accurate support that improves customer satisfaction and daily operations.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Customer Service Representative
ResultsCX
2019.10 - 2021.12
- Resolved customer inquiries through phone, chat, and email using CRM and knowledge base tools.
- Documented case details accurately to support efficient follow-up and clear customer records.
- Assisted customers with billing, account, and service issues while maintaining professional communication.
- Supported retention efforts by addressing concerns promptly and reinforcing positive customer experiences.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Escalated complex concerns to appropriate teams and tracked cases through resolution.
- Navigated multiple systems to research orders, verify account information, and provide accurate answers.
Production Process Operator
MITSUBA Phils. Corporation
2019.04 - 2019.09
- Operated production equipment to support stable assembly line output and process flow.
- Monitored machine conditions and reported abnormalities to maintain safe operations.
- Implemented safety protocols to maintain a secure work environment, minimizing accidents and incidents on the production floor.
Restaurant Marketing Coordinator
Shakey's Restaurant
2011.09 - 2013.09
- Coordinated local marketing campaigns supporting store promotions and brand visibility across restaurant locations.
- Managed social media content calendars, aligning posts with seasonal offers and community events.
- Developed visually engaging marketing materials to support product launches and promotions.
Cashier /In-Room Dining Attendant
Shakey's Restaurant
2011.02 - 2011.07
- Processed dine-in and takeout transactions accurately through POS system
- Balanced cash drawer, credit slips, and receipts at shift close
- Greeted guests promptly and resolved billing concerns with professionalism
- Coordinated with kitchen and service staff to ensure smooth order flow
Office Personnel
ROHM Semiconductor
2008.04 - 2011.04
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
Education
Bachelor of Science - Tourism And Hospitality Management
Lyceum of The Philippines University
Kumintang Ibaba, Batangas City 4200 2001.04 -
Skills
Customer relationship management (CRM)
Record keeping
Payment processing
Data entry
Billing support
CRM management
Customer education
Product knowledge
Sales expertise
Upselling techniques
Certification
Certificate of Recognition
Timeline
Customer Service Representative
ResultsCX
2019.10 - 2021.12
Production Process Operator
MITSUBA Phils. Corporation
2019.04 - 2019.09
Restaurant Marketing Coordinator
Shakey's Restaurant
2011.09 - 2013.09
Cashier /In-Room Dining Attendant
Shakey's Restaurant
2011.02 - 2011.07
Office Personnel
ROHM Semiconductor
2008.04 - 2011.04
Bachelor of Science - Tourism And Hospitality Management
Lyceum of The Philippines University
2001.04 -