Laira Abapo
Caloocan city
Summary
Experienced with customer advocacy and relationship management. Utilizes in-depth knowledge of customer service principles to address and resolve issues efficiently. Track record of enhancing customer satisfaction and loyalty through effective communication and problem-solving skills.
Overview
10
10
years of professional experience
Work History
SENIOR CUSTOMER ADVOCATE
BOLDR INC. (URBANSTEMS)
02.2024 - Current
- Proficient in managing customer inquiries for UrbanStems, a leading flower delivery service based in the USA. Experienced in managing a diverse range of customer interactions through email, chat, and phone calls, addressing issues related to order status, refunds, and general product information.
SENIOR CUSTOMER ADVOCATE
BOLDR INC. (32 DEGREES)
07.2023 - 02.2024
- Proficient in managing customer inquiries for 32 Degrees, a fashion e-commerce brand based in America. Responsible for handling order status updates, processing refunds, and addressing general product-related questions through email, chat, and phone calls.
CUSTOMER ADVOCATE (PROJECT BASED)
BOLDR INC. (BROOKLINEN)
03.2023 - 06.2023
- Dedicated customer service professional with experience at Brooklinen, a luxury bedding brand. Proficient in managing inquiries related to order status, returns, and product information through email, chat, and phone calls.
CUSTOMER ADVOCATE (SEASONAL)
BOLDR INC. (URBANSTEMS)
01.2023 - 02.2023
- Proficient in managing customer inquiries for UrbanStems, a leading flower delivery service based in the USA. Experienced in handling a diverse range of customer interactions through email, chat, and phone calls, addressing issues related to order status, refunds, and general product information.
CUSTOMER ADVOCATE (SEASONAL)
BOLDR INC. (32 DEGREES)
08.2022 - 01.2023
- Proficient in managing customer inquiries for 32 Degrees, a fashion e-commerce brand based in America. Responsible for handling order status updates, processing refunds, and addressing general product-related questions through email, chat, and phone calls.
EMAIL SUPPORT
SHEIN SERVICE PHILIPPINES LIMITED CORPORATION
01.2021 - 01.2022
- Skilled in managing a broad range of customer service inquiries in the e-commerce fashion sector with Shein. Experienced in addressing and resolving issues related to order status, delivery timelines, refunds, and returns, as well as providing detailed information about products.
CUSTOMER SERVICE REPRESENTATIVE
SYKES ASIA INC. (ALLY)
01.2018 - 01.2019
- Skilled customer service professional with experience in the auto insurance industry, specifically with Ally. Proficient in handling a wide range of customer inquiries and claims related to vehicle repair, GAP insurance, rental vehicle coverage, rideshare or public transportation reimbursement, and trip interruption.
BACK OFFICE AGENT
SYKES ASIA INC. (BANK OF AMERICA)
01.2016 - 01.2018
- Experienced in quality control and validation processes within the financial services industry, particularly with Bank of America. I specialize in ensuring the accuracy and integrity of financial transactions, including quality checks on various processes and validating credit card data to prevent fraud and ensure compliance with industry standards.
Education
Travel Management -
Our Lady of Fatima University
01.2016
Secondary -
St. Mary Montessori Academy
01.2015
Skills
- Active learning
- Problem-solving skills
- Attention to detail
- Reliability
- Understanding customer needs
- Customer service excellence
References
- JC Pascual, Previous Team Leader, 0917-804-5781
- Jessel Eder, Colleague, 0916-116-8876
Timeline
SENIOR CUSTOMER ADVOCATE
BOLDR INC. (URBANSTEMS)
02.2024 - Current
SENIOR CUSTOMER ADVOCATE
BOLDR INC. (32 DEGREES)
07.2023 - 02.2024
CUSTOMER ADVOCATE (PROJECT BASED)
BOLDR INC. (BROOKLINEN)
03.2023 - 06.2023
CUSTOMER ADVOCATE (SEASONAL)
BOLDR INC. (URBANSTEMS)
01.2023 - 02.2023
CUSTOMER ADVOCATE (SEASONAL)
BOLDR INC. (32 DEGREES)
08.2022 - 01.2023
EMAIL SUPPORT
SHEIN SERVICE PHILIPPINES LIMITED CORPORATION
01.2021 - 01.2022
CUSTOMER SERVICE REPRESENTATIVE
SYKES ASIA INC. (ALLY)
01.2018 - 01.2019
BACK OFFICE AGENT
SYKES ASIA INC. (BANK OF AMERICA)
01.2016 - 01.2018
Travel Management -
Our Lady of Fatima University
Secondary -
St. Mary Montessori Academy