Open To Work
Hi, I’m
Rey Myrlon Abarabar
Cagayan de Oro City,MSR
Work Preference
Summary
Dynamic, results-driven team leader with a proven track record of guiding teams to achieve exceptional outcomes. Expertise in enhancing performance and boosting morale through strategic communication and meticulous planning. Recognized for adept leadership and conflict resolution skills in diverse settings, fostering collaboration and innovation. Committed to driving team success while cultivating an inclusive and motivated work environment.
Skills
Skilled team leader
Proficient in using Office 365 productivity tools
Proficient in graphic design software
Proficient in resolving network connectivity issues
Customer Service Experience
Overview
20
years of professional experience
Work History
Concentrix
Team Captain for an e-Commerce account
04.2022 - 11.2025
Job overview
- Team Management: Overseeing day-to-day operations, managing team schedules, assigning tasks, and ensuring coverage during all business hours.
- Performance Monitoring: Tracking and evaluating the performance of team members through metrics such as CSAT, QAPR, response rate and resolution rates
- Training and Development: Conducting training sessions for new hires, providing ongoing training for existing staff to improve their skills, and keeping the team informed about new products, services, and company policies.
- Customer Interaction: Handling escalated customer service issues that frontline representatives are unable to resolve, ensuring that customer concerns are addressed promptly and satisfactorily.
- Quality Assurance: Implementing and maintaining quality assurance processes to monitor and enhance the quality of customer interactions.
- Feedback Collection: Gathering feedback from customers and team members to identify areas for improvement and to inform the development of new strategies and processes.
- Reporting: Preparing regular reports for senior management detailing team performance, customer satisfaction, and areas for improvement.
- Collaboration: Working closely with other teams, to ensure customer feedback is integrated into overall business strategies.
- Conflict Resolution: Mediating conflicts within the team and between customers and representatives to maintain a professional and smooth-working environment.
- Resource Management: Managing resources such as software, tools, and other materials necessary for delivering excellent customer service.
Concentrix
Technical Trainer, Quality and Reports Analyst
07.2018 - 04.2022
Job overview
- TRAINING AND QUALITY SKILLS – Trainer, Quality and Reports Analyst for eight different LOBS
- One (1) Google Ads online advertising account
- Three (3) Technical support accounts (Microsoft is one of them)
- Three (4) back-office accounts
- As Trainer
- Evaluate employee performance to gauge where skills are lacking
- Create training programs to address skill gaps in employees
- Determine course content according to objectives
- Prepare training material (presentations, worksheets etc.)
- Execute training sessions, webinars, workshops etc. in groups or individually
- Develop onboarding programs for new employees
- Conduct surveys to gauge the effectiveness of programs
- Research new teaching methods
- As Quality Analysis
- Develop Evaluation Programs
- Monitor Customer Interactions
- Conduct External and External Calibration
- Conducts Compliance Monitoring
- Reports Analysis
- Routinely pull data from various sources as needed to generate reports
- Design clear, concise data visualization that maximizes audience understanding
- Ensure data integrity
- Clearly communicate new features, conduct needed maintenance, and provide technical support on reports and dashboards
- Perform operational analyses; proactively identifying and communicating trends, as well as suspicious outliers
- Collaborate with operational leaders, to generate and/or modify reports to highlight potential root causes to key issues as they arise
Concentrix
Senior Product Support Specialist
10.2014 - 06.2018
Job overview
- Escalation Team member – CRT/SME Voice (2014)
- Handle customer complaints and resolve issues that can’t be handled at the frontline level. Provide training to employees on conflict management skills, including how to appropriately handle different types of disputes. Monitor employee performance and work quality to ensure that standards are being met. Recommend disciplinary action to be taken against employees who violate workplace policies or procedures
- Customer Assurance Team member (2018)
- Handle customer complaints and resolving issues that can’t be handled at the frontline level. Do actual product testing, simulate technical issues, and submit report/findings to Engineering Team for technical review
Concentrix
Product Support Specialist
08.2011 - 10.2014
Job overview
- Email Technical Support (2012)
- Prompt email response to customers. Document customer's question or problem an provide solutions. Develop customer service solutions. Maintain service level.
- Escalation Team – CRT/SME Voice (2013)
- Handle customer complaints and resolve issues that can’t be handled at the frontline level. Provide training to employees on conflict management skills, including how to appropriately handle different types of disputes. Monitor employee performance and work quality to ensure that standards are being met. Recommend disciplinary action to be taken against employees who violate workplace policies or procedures
Concentrix
Customer and Technical Support
05.2006 - 06.2011
Job overview
- Chat Technical Support
- Reply to customer questions, research account activity and notes, troubleshoot any issues, provide supporting help documentation, and any number of other tasks
- Cater to 3-5 customers at any given time
Education
Capitol UniversityCorrales Ext., Cagayan de Oro City
Bachelor of Science from Commerce Major in Marketing (ETTEAP)
01-2016
Mindanao Polytechnic State College Now (USTP)Lapasan, Cagayan de Oro City
Bachelor of Science from Computer Engineering
03-2021
Mindanao Polytechnic State College Now (USTP)Lapasan, Cagayan de Oro City
High School Diploma
05-2001
Timeline
Team Captain for an e-Commerce account
Concentrix
04.2022 - 11.2025
Technical Trainer, Quality and Reports Analyst
Concentrix
07.2018 - 04.2022
Senior Product Support Specialist
Concentrix
10.2014 - 06.2018
Product Support Specialist
Concentrix
08.2011 - 10.2014
Customer and Technical Support
Concentrix
05.2006 - 06.2011
Capitol University
Bachelor of Science from Commerce Major in Marketing (ETTEAP)
Mindanao Polytechnic State College Now (USTP)
Bachelor of Science from Computer Engineering
Mindanao Polytechnic State College Now (USTP)
High School Diploma
Seminars and Trainings
- Self-paced Cisco Certified Network Associate CCNA training
- Self-paced Microsoft 365 Training
- Various Concentrix CNXU courses
- Six Sigma Yellow Belt (CNXU Course)
Awards
Concentrix-CDO, Perfect Attendance 2011, Unsung Hero 2018, Unsung Hero 2021, Multiple Rockstar awards, Outstanding Trainer, Outstanding QA, Several TOP Team Captain awards for eCommerce Chat Support, The Fraternal Order of Eagles – Philippine Eagles, Most Outstanding Eagle for E.Y. 2018, 2019, 2020, 2021, Multiple Service Awards and Plaques of Recognition
six sigma yellow belt
Applied Six Sigma Yellow Belt principles using DMAIC methodology to identify performance gaps, improve quality assurance processes, and optimize team productivity.