Rhea Alabat
Muntinlupa City
Summary
Adaptable professional with a proven track record in leading teams and a strong foundation in Technical Support. With more than a decade of experience, I've harnessed the power of versatility to excel in multifaceted roles. I am your go-to collaborator when the journey demands adaptability and leadership in equal measure.
Overview
19
19
years of professional experience
Work History
Account Manager - B2B Business Development
PressReader PH
11.2023 - Current
- Support new, renewal, and outdated quotes as directed by Sales Managers/TM.
- Manage accounts, build trusted advisor relationships, especially with key accounts; coordinate with TM for consistent service.
- Maintain accurate communication logs in the company CRM for new and prospective clients.
- Address Sales Team requests related to technical problems, providing solutions.
- Generate regular reports on client service utilization, analyze trends, and identify opportunities for increased usage and retention.
- Contribute to defining, implementing, and managing client communication plans aligned with the overall account strategy.
- Proactively contact clients to address inquiries, identify training needs, and schedule sessions.
- Collaborate with interdisciplinary team members to discuss and address client needs.
Team Lead, EduTech Division
PressReader PH
08.2020 - 11.2023
- Subject matter expert on product and process knowledge.
- Led daily activities of the team to ensure that all work is completed with attention to quality standards, priorities and overall goals.
- Coach and mentor team members on call handling opportunities, knowledge gaps, and professional growth.
- Prepare team reports and present to stakeholders during weekly meetings.
- Performance management, employee development, reports generation and analysis.
- Worked with different units and team projects (Customer Support, Back-office, Book Audit, Inventory Management, Data Management, and Workbooks Authoring).
Product Support Specialist
PressReader PH
07.2019 - 07.2020
- Managed inbound and outbound questions about TextbookHub platform in a courteous and accommodating manner through voice, email, & chat.
- Created and filed descriptive tickets for technical bugs discovered while assisting customers.
- Conducted market research, data gathering, and validation on existing and new leads and built a database of prospect and leads for the Sales Team.
- Provided admin and back office support to the US counterparts and schools.
- Performed tasks as assigned by management.
Referencing Team Manager
PSG Global Solutions Inc.
10.2017 - 11.2018
- Ensured successful implementation, continual operation and growth of accounts by collaborating with different work groups.
- Managed TQR performances to meet/exceed goals defined with clients.
- Built reference check specialist competencies in verifying clinical references and employment verifications, specialized by industry/client.
- Performance management, employee development, reports generation and analysis.
Team Leader
ADP Philippines Inc.
02.2015 - 07.2016
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Participated in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units as needed.
Senior Analyst
ADP Philippines Inc.
03.2014 - 01.2015
- Monitored client data feeds, prepared status reports, case metrics and project work to evaluate the best approach to providing proactive services within client contact performance goals.
- Investigated and resolved client inquiries and complaints pertaining to Talent Management Systems (Cornerstone/ADP TMS), HR/payroll processing and data processing.
- Conducted analysis of application failures or errors to determine root cause and worked with technical staff to implement solutions.
- Mentored new team analysts and service consultants.
Technical Support Representative
Reed Elsevier Shared Services
03.2012 - 03.2014
- Addressed and resolved customer product complaints emphatically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Referred unresolved customer grievances to designated departments for further investigation.
- Mentored new hires.
Customer Care Specialist - Live Chat And Email Support
IBM Daksh Business Process Services Philippines Inc.
08.2007 - 07.2010
- Assisted online customers with account registration, seller account listings, buying concerns and billing assistance.
- Supported top care customer accounts (e.g. Powersellers and Store Owners).
- Developed reputation as an efficient service provider with high levels of accuracy.
Data Technician/Quality Assurance Inspector
SPI Technologies Inc.
08.2005 - 08.2007
- Segmented project content for load distribution and production scheduling and created corresponding log file.
- Performed tagging and merging (HTML, SGML, XML) of general content, as well as tables and images.
- Followed strict monitoring and compliance to production standards and procedures.
Education
Bachelor of Science - Computer Engineering
Holy Name University
Tagbilaran City, Bohol03.2005
Skills
- Analytical and critical thinking
- Attention to detail
- Client Service
- Communication skills
- Data Management
- Leadership skills
- Knowledgeable in Microsoft Windows Systems and Software
- Knowledgeable in CRM Software (Zendesk, Salesforce, IBM Cognos, Siebel)
- Problem-Solving
- Proficient in troubleshooting
- Quality Control
- Time Management
Timeline
Account Manager - B2B Business Development
PressReader PH
11.2023 - Current
Team Lead, EduTech Division
PressReader PH
08.2020 - 11.2023
Product Support Specialist
PressReader PH
07.2019 - 07.2020
Referencing Team Manager
PSG Global Solutions Inc.
10.2017 - 11.2018
Team Leader
ADP Philippines Inc.
02.2015 - 07.2016
Senior Analyst
ADP Philippines Inc.
03.2014 - 01.2015
Technical Support Representative
Reed Elsevier Shared Services
03.2012 - 03.2014
Customer Care Specialist - Live Chat And Email Support
IBM Daksh Business Process Services Philippines Inc.
08.2007 - 07.2010
Data Technician/Quality Assurance Inspector
SPI Technologies Inc.
08.2005 - 08.2007
Bachelor of Science - Computer Engineering
Holy Name University
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