Adept at driving customer satisfaction and retention, I leveraged analytical thinking and a positive attitude to enhance service standards at Omega Management Inc., boosting loyalty and revenue. Skilled in conflict management and upselling, my strategies improved team performance and customer engagement, reflecting a commitment to excellence and growth.
Hi, I’m
Melanie Pabilona
CEBU CITY
Summary
Overview
2026
years of professional experience
Work History
Stream Global Solutions
Retention Specialist
Job overview
Omega Management Inc.
Team Leader
02.2018 - Current
Job overview
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Omega Management Inc.
Executive Healthcare Consultant
02.2018 - Current
Job overview
- Conducted comprehensive market research to identify trends and opportunities for expansion within the healthcare sector.
- Directed the implementation of a new electronic health records system, leading to more accurate patient information management.
- Conducted risk assessments for clients'' operations, providing recommendations on mitigating vulnerabilities associated with various aspects of their businesses.
- Improved patient care by implementing innovative healthcare strategies and overseeing their successful execution.
Teleperformance Inc.
Fraud Prevention Specialist
09.2015 - 05.2017
Job overview
Apac Inc.
Retention Specialist
09.2010 - 08.2012
Job overview
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Evaluated current customer retention strategies and recommended improvements.
Education
Leyte Normal University Leyte
Bachelor In Art And Communication from Journalism And Mass Communication
09.2009
University Overview
Skills
- Customer feedback analysis
- Upselling and cross selling
- Documentation skills
- Retention marketing
- Cross-functional communication
- Trend tracking
- Data review
- Customer relations
- Documentation
- Performance evaluation
- Customer retention strategies
- Personnel conflict management
- Decision-making
- Microsoft office
- Analytical and critical thinking
- Remote conferencing and communication
- Report preparation
- Procedure compliance
- Employee relations
- Information protection
- Complaint handling
- In-person and telephone interviewing
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Flexible and adaptable
- Multitasking
- Multitasking Abilities
- Computer skills
- Active listening
Skills
Skills
RCM Management efficiency
Power BI Management efficiency
JIRA Cloud Management efficiency
Timeline
Team Leader
Omega Management Inc.
02.2018 - Current
Executive Healthcare Consultant
Omega Management Inc.
02.2018 - Current
Fraud Prevention Specialist
Teleperformance Inc.
09.2015 - 05.2017
Retention Specialist
Apac Inc.
09.2010 - 08.2012
Retention Specialist
Stream Global Solutions
Leyte Normal University
Bachelor In Art And Communication from Journalism And Mass Communication
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