LEILANIE RABENA
Malvar
Summary
Results- driven Customer service professional with extensive experience in Quality Assurance and Incident Response. Proven track record of delivering exceptional customer experiences, driving process improvements, and ensuring seamless issue resolution. Skilled in deescalation techniques, conflict resolution and relationship building.
Overview
13
13
years of professional experience
Work History
Quality Assurance Specialist
Satellite Office - for Uber Carshare Australia
01.2023 - 10.2024
- Regular quality assessment of members' interaction in chats, phone calls and email and provide feedback to the team and outline action plans that are achievable and measurable
- Helped the operations to develop and implement quality improvement initiatives, standard operating procedures (SOPs), and training programs
- Analyse data for Quality and CSAT performance and deep dive to the root cause to identify the trends and formulate action plans for process improvements
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
- Collaborated with cross-functional teams to develop robust quality assurance strategies for new products.
Incident Response Specialist
Satellite Office - for Uber Carshare Australia
01.2021 - 01.2023
- Piloted the developmental process of identifying reports about Safety, breakdowns, mechanical issues and accidents and implemented the appropriate responses for each cases to help members resolve the issue while ensuring their safety
- Coordinate with members, RACV and other authorities to come up to an utmost resolution and help the members with the incidents encountered during their booking
- Helped the Security team in the investigation for car thefts during booking and used tools to aid the car retrieval
- Enhanced customer satisfaction, resolving complex issues promptly.
- Developed comprehensive reports to support decision-making processes.
- Facilitated training sessions, empowering team members with new skills.
Credits and Rebates / Collection Specialist
Teletech Phils-for Telstra Corp
01.2012 - 01.2018
- Regular outbound/ inbound call assistance to customers dealing with overdue bills and assisting them with payment plans
- Monitor payment plans and plot a schedule for outbound collection/ reminders
- Investigate extremely high bills and provide appropriate rebates to customers to help them update their accounts
- Successfully collected outstanding payments by negotiating payment plans with customers.
- Reviewed accounts to identify overdue payments and implemented effective collection strategies.
- Reduced delinquencies by implementing proactive collection strategies.
Education
Bachelor of Science - Business
De La Salle Lipa
Lipa City, Province Of Batangas, Philippines04-2003
Skills
- Meticulous Attention to Detail
- Process Improvement
- Critical Analysis
- Effective Problem Resolution
- Customer Engagement
- Continuous Quality Enhancement
- Reporting Proficiency
- Conflict Resolution
- Client-Centric Approach
Timeline
Quality Assurance Specialist
Satellite Office - for Uber Carshare Australia
01.2023 - 10.2024
Incident Response Specialist
Satellite Office - for Uber Carshare Australia
01.2021 - 01.2023
Credits and Rebates / Collection Specialist
Teletech Phils-for Telstra Corp
01.2012 - 01.2018
Bachelor of Science - Business
De La Salle Lipa
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