Ailene Abela

AILENE ABELA PROJECT MANAGER OPERATIONS MANAGER EXECUTIVE ASSISTANT SKILLS Versatile and results-driven operations professional with over 15 years of leadership experience across Quality, Operations, and strategic executive support. Proven track record in driving operational efficiency, leading crossfunctional projects, and ensuring seamless execution of organizational priorities. AI-proficient, leveraging automation tools and data-driven systems to streamline workflows, enhance reporting accuracy, and improve decision-making. Recognized for strong problem-solving abilities, stakeholder communication, and delivering measurable results aligned with business objectives. Executive Assistant Operations Monitoring EXPERIENCES Team Management Complaint Handling Problem Solving / Critical Thinking Performance Improvement Data Analytics People Management EDUCATION BACKGROUND BS IN COMPUTER SCIENCE San Pedro College of Business Administration |- • VP in Academic Affairs- • Student Body VP- • Dean's Award of Excellence • Best in Thesis FREELANCER PROJECT MANAGER / SUPERVISOR / EXECUTIVE ASSISTANT October 2023 - February 2026 EA Manager / Project Manager EA (Inbox, Calendar Management, Travel) Freelance Researcher CLIENT SUCCESS MANAGER / OPERATIONS MANAGER / EXECUTIVE ASSISTANT Athena Labs LLC | July 2022 - July 2023 People, Performance, and Client Management Email, Calendar, Travel, Research and Financial Management CRM Management Project Management Data Management and Analysis Customer Service and Escalations Handling Core Groups / Projects: Project Swat Green Partnership OPERATIONS MANAGER Ibex Global Phil | Sept 2020 - May 2022 People & Performance Management Core Groups / Projects (Recovery Team): Ops Validation Lead Handled "red zone" program- Asked to handle another "red zone" program 2021 - 2022 EXPERIENCES TEAM MANAGER Ibex Global Phil | Aug 2019 - Sept 2020 People & Performance Management Core Groups / Projects: Customer Service ABAY Core Group Pandemic ABAY Lead Escalations Team OUTBOUND LEAD VERIFIER BrokerMatch | Mar 2019 - June 2019 information verifier secure agreement to be called by lenders and to be offered cash assistance OUTBOUND LEAD VERIFIER EB5AN | Jan 2019 - Feb 2019 invite leads to attend seminar re: investment ASSISTANT MANAGER WNS Global Services | Feb 2018 - Jan 2019 People & Performance Management Core Groups / Projects: Inception Team Claims Department TEAM LEADER Convergys Philippines | Mar 2015 - Feb 2018 People & Performance Management Core Groups / Projects: OM Validation QUALITY SUPERVISOR Convergys Philippines | Dec 2012 - Mar 2015 Analyze results and trends on all quality metrics across account(s) and shares insights to Internal and External partners Facilitates calibration sessions and QA talk, as needed Core Groups / Projects: New QA Form creation Part of the top Quality Supervisor in 2014 which is responsible for creating a module or process to help onboard new Quality Evaluators and Supervisors QUALITY EVALUATOR Convergys Philippines | Apr 2012 - Dec 2012 Evaluate calls and analyze results to be shared to Operations with recommended action plans Sends observed behaviors or trends to agents Core Groups / Projects: assistant QA Supervisor assists with the selection process for QA applicants CUSTOMER SERVICE REPRESENTATIVE Convergys Philippines | Oct 2011 - Apr 2012 handles and resolves Telco related concerns manages and investigates disputes TOOLS PROFICIENCY Google Suite ChatGPT Canva Trello Adobe Monday PandaDoc Asana Sharepoint Notion Dropbox AirTable SalesForce 2Talk Hubspot Clay Front NationBuilder Spark Raisely Vimcal Zapier Keap Microsoft Office AlayaCare Attio BambooHR Ramp Indeed OnlineJobsPH