Crystal Jane Abello

Crystal Jane B. Abello Phone:- Email:-Address: Purok 6 Sta.Rita Cabiao Nueva Ecija Profile Detail-oriented Customer Experience Lead skilled in quality monitoring, performance evaluation, compliance, root cause analysis and quality standards. With extensive knowledge in excellent customer service and proven track record in cash collection and skip tracing. Personal Information Date of Birth: August 19,1994 Age: 29 years old Civil Status: Single Citizenship: Filipino Height: 161 cm. Weight: 146 lbs. EDUCATION TERTIARY LEVEL Bachelor of Elementary Education Nueva Ecija University of Science and Technology- SECONDARY LEVEL Sta. Rita National High School Cabiao Nueva Ecija 2007 – 2011 SKILLS Customer Service Skills Detail-oriented Strategic Planning and Problem Solving Computer Literate Organizational Skills Verbal and Written Communication Skills WORK EXPERIENCE Customer Service Representative Sutherland Global Services Clark, Pampanga October 2015- May 2018 Job Description Check customer’s account and order status. Help customers place their orders. Make sure that customer’s issues are resolve in a timely manner. Provide accurate information regarding a product or service. Technical Support Representative Convergys Clark, Pampanga May 2018-July 2018 Job Description Help identify and resolve customer’s issues with their device. Perform troubleshooting methods whenever there’s a network problem. Offer any applicable pre/postpaid plans to the customer. Public Area Attendant | Cleaner Agency: Easy Clean Cleaning Services The Parisian Hotel Macau, China October 2018- December 2019 Job Description Perform cleaning and maintenance tasks such as cleaning restrooms, lobby, casino area, mall area, elevators and BOH areas. Monitor inventory level of supplies. Giving attention to the guests’ needs and always offering professional, friendly, and engaging service. Empty the trash cans and make sure that it’s clean. B2B Collections Associate Sutherland Global Services Clark, Pampanga March 2020 – October 2022 (Promoted) Job Description Responsible for helping the company collect all the overdue payments and debts. Monitor assigned accounts, contact debtors and collect/negotiate payments. Help debtors in resolving their account's issue that prevent payments. Assist in updating payment information on the accounts. Offer additional services such as data storage and shredding services. Lead-Customer Experience | Quality Analyst Sutherland Global Services Clark, Pampanga October 2022 – present Job Description Review and monitor calls of employees and make sure that they provide quality customer service. Conduct one on one coaching with employees. Collaborate with Team Managers and Training Team in developing and implementing guidelines for employee improvement. Creating and analyzing data. Sending reports to Managers on a weekly and monthly basis. Trainings | COURSES TAKEN Information Security for Remote Engagement Code of Conduct Data Protection and Privacy Fundamentals of Information Security Anti- Bribery and Corruption Training Protecting Sensitive Information Customer Experience Fundamentals Winning Behaviors for Leader Lean Six Sigma White Belt Training Customer Experience Playbook Root Cause Analysis for CE Professionals Customer Centricity and Perfect 10 Six Sigma Quality Tools Coaching Cycle for CE Professionals Continuous Improvement Framework Clarity and Conciseness in Business Writing Becoming a Great Listener and Adopting a Receptive Mindset CHARACTER REFERENCE Mr. Joephomer Guira Lead Customer Experience Sutherland Global Services- Crystal Jane B. Abello Applicant