Iggi
Cabael
Customer Service, People and Engagement and
Admin Support professional
CONTACT ME
WORK EXPERIENCE
--Saint Francis Homes 1 Block 1 Lot
26, San Francisco ( HALANG ),
Biñan Laguna 4024, Philippines.
EDUCATION
Diploma in Sales and Marketing
International Training Institute - Port Moresby
2009
Certificate in Accounting
Port Moresby Business College
2007
SKILLS
Calendar and Meeting Management
Events and Travel Management
Inbox Management
Layout and Design - Canva
Wiki and knowledge hub Builder - Canva
Customer Support
Coaching and Development
Leadership
People and Engagement
Customer Support Lead
Sept 2023 - Present
GammaX | Remote
Reports to: Customer Support Manager
Team Size: 4-8 representatives
Key Responsibilities:
Performance Management
Collaborates with the Customer Support Manager on establishing goals and targets
to measure performance and identify what success looks like.
Use data and reporting to monitor daily, weekly and monthly performance and
progress.
Identify and implement developmental activities to improve performance through
SMART action planning.
Facilitate weekly team meetings and 1:1s to communicate key business and
department updates, initiatives, plans and to discuss reminders
Training and Quality
Audits and reviews tickets and provides feedback and identifies actionable plans to
ensure consistency in service.
Documents methods and procedures so that team members are guided with support
handling.
Scheduling and workforce
Plans schedules of Team Leads and Representatives based on volume requirements
for a 24/7 business operations.
People and Culture
Collaborates with Operations on planning and strategy of activities and initiatives to
retain top talent through engagement and culture activities.
Project and Initiatives:
Involved in the planning and design of the Training Curriculum and creation of
Customer Service Training deck/content.
Involved in the planning and design of the Quality and assurance program.
Executive Partner Operations Manager
June 2022 - Sep 2022
Athena | Remote
Reports to: Sr. Operations Manager
Team Size: 12 Executive Partners ( Executive Assistants )
CONTACT ME
--Saint Francis Homes 1 Block 1 Lot
26, San Francisco ( HALANG ),
Biñan Laguna 4024, Philippines.
EDUCATION
Diploma in Sales and Marketing
International Training Institute - Port Moresby
2009
Certificate in Accounting
Port Moresby Business College
2007
SKILLS
Calendar and Meeting Management
Events and Travel Management
Inbox Management
Layout and Design - Canva
Wiki and knowledge hub Builder - Canva
Customer Support
Coaching and Development
Leadership
People and Engagement
Lead
Leverages on our mission, vision and core values and value proposition to make it
the north Star in executing my role.
Support
Ensures that Executive Partners consistently perform with excellence and progress
with desire by providing relevant training for development and reinforcing
strengths.
Renders monthly hours of Executive Partner tasks such as calendar management,
inbox management, general research, travel management.
Manage
From onboarding to issue resolution, I take ownership and accountability for any
activity or initiative that involves the team.
Track
Monitors and tracks Client and Executive Partner relationship while also monitoring
Executive Partner attendance, concerns, escalations and owning the resolution of
performance and quality issues.
Advocate
strengthen Athena's values, house rules and policies while promoting a positive
work-life blend.
Operations Manager
March 2022 - May 2022
Valor Global | Biñan Laguna, Philippines
Reports to: Sr. Operations Manager
Team Size: 4 Team Leaders
Key Responsibilities:
Conduct staff performance reviews, assess needs, cost/benefit analysis and other
operational strategy assessments.
Establish a high standard for productivity, quality, customer service as well as define
user guidelines.
Develop company systems for customer interaction and voice response and control the
implementation process.
Manage and improve center performance through performance monitoring, problem
resolution, system audits and quality assurance measures.
Aid human resources department in recruitment process by interviewing potential hires
and outlining clear job expectations.
Summarize, collect and analyze call center trends and data for regular performance
reports.
Oversee system maintenance and upgrade implementation. Call for repairs and trouble
shooting as needed.
Maintain consistent professional improvement through company provided workshops,
tracking call center trends and active participation in team projects.
Senior Team Leader
July 2021 - Dec 2021
Airtasker | Remote
CONTACT ME
Reports to: Operations Manager
Team Size: 4-8 associates
Manages the day to day operations of their team by monitoring and reporting team
performance, as well as setting goals and priorities to optimize processes and outcomes
Responsible for setting and guiding their team to achieve their OKRs
Creates an inspiring, positive environment that fosters open communication and
feedback culture by coaching and training team members to empower high performers,
motivate high potentials and provide feedback and support to low performers
Able to technically guide their team members on disputes and conflict issues, and be the
first point of contact for their team members seeking help on the tickets they handle
Responsible for approving goodwill payments and keeping track of the goodwill payout
budget
Part of building a high performing team by actively participating in the recruitment,
onboarding and training process of new team members
Coaching and upskilling their team members to help grow a high performance support
team.
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Customer Care Manager
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Lalamove Ph | Makati, Philippines
Saint Francis Homes 1 Block 1 Lot
26, San Francisco ( HALANG ),
Biñan Laguna 4024, Philippines.
EDUCATION
Diploma in Sales and Marketing
International Training Institute - Port Moresby
2009
March 2020 - Feb 2021
Reports to: Sr. Customer Care Manager
Team Size: 1 Assistant Manager and 4 Team Leaders
Key Responsibilities:
Leads the team in terms of customer advocacy and customer centric culture.
Solves problems through tactical and strategic problem solving methods for
issues/concerns impacting the market.
Manages people, culture and welfare through empathetic and genuine people
management and supports HR with the company wide culture activities.
Develops methods and procedures to improve and optimize the customer experience.
Audits calls, chats and emails and provides feedback.
Facilities business reviews to provide stakeholders of the state of the business and to
provide updates.
Provides coaching and development of team leads and provides guidance on managing
their team and performance.
Acts as the point person for the outsourced contact center and monitors performance.
Certificate in Accounting
Port Moresby Business College
2007
People Services Coordinator
March 2018 - March 2021
Asurion | Sta. Rosa Laguna, Philippines
SKILLS
Calendar and Meeting Management
Events and Travel Management
Inbox Management
Layout and Design - Canva
Wiki and knowledge hub Builder - Canva
Customer Support
Coaching and Development
Leadership
People and Engagement
Reports to: Site Director
Team Size: This is an individual contributor role
Key Responsibilities:
Work with CS leadership team on company branding o Alignment with the US teams
and work with CS leadership team for the development and implementation of
comprehensive and cohesive internal communications that align with business key
strategies, priorities and objectives.
Develop company audio video presentation.
Develop and maintain CS website, including management of all CS communication
avenues/materials
Build executive decks on a quarterly basis that showcase team wins/highlights and
relevant metrics
Work with local leaders to develop communication and marketing materials to
implement multiple company programs and projects.
Work closely with the leadership team to develop content for quarterly town halls,
focus group discussion, etc
Partner with HR leadership and employee engagement team on developing marketing
strategies for HR related activities and events.
Collaborate with various groups and stakeholders to research and evaluate new ideas,
processes, design, and content.
Assess and develop the right combination of tools and channels to address needs of CS
team.
Supports the Site Director with other administrative support such as calendar and inbox
management, travel and hotel management and general research.
Call Center Supervisor
March 2017 - March 2018
Asurion | Sta. Rosa Laguna, Philippines
Convergys Philippines
Call Center representative
Trainer
Team Leader
Sales Coach
CONTACT ME
--Saint Francis Homes 1 Block 1 Lot
26, San Francisco ( HALANG ),
Biñan Laguna 4024, Philippines.
EDUCATION
Diploma in Sales and Marketing
International Training Institute - Port Moresby
2009
Certificate in Accounting
Port Moresby Business College
2007
SKILLS
Calendar and Meeting Management
Events and Travel Management
Inbox Management
Layout and Design - Canva
Wiki and knowledge hub Builder - Canva
Customer Support
Coaching and Development
Leadership
People and Engagement
Jan 2010 to March 2017
