Gwen Alfie Abellana

 GWEN ALFIE ABELLANA 659 Seaside North Poblacion City of Naga, Cebu 6037 Contact No. -- WORK EXPERIENCE______________________________________________ 1. Company Name :Marina Bay Sands Pte. Ltd Singapore, Singapore Position :Mozza Lead Hostess / Assistant Events Coordinator Specialization :Food and Beverage Hospitality Date Joined :May 2011 to May 31, 2018 Work Description Welcoming and leaving a good first impression to the guests. Monitoring the open dining sections of the restaurant for empty and cleaned tables. Estimating wait times for guests and monitoring the guest waiting list. Ensuring that the needs of the guests are met while they are waiting to be seated. Answering phone calls. Taking reservations via emails, phones and walk-ins. Making sure the tables are all set before the guests arrive. Making sure the guests had a wonderful time in the restaurant. Handles large parties or event bookings 2. Company Name:Cebu Global Teleservices Inc. Cebu, Philippines Position :Team Leader/ Quality Evaluator / Sales Specialist Specialization :Customer Service Date Joined :Feb 2007 - Nov 2010 Work Description May 2009 – November 2010 Team Leader To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Front liners and Management. Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call. Training and development of staff. Motivation, leadership for a team of customer service reps and developing future leaders. Conducting performance appraisal for the team. Contribute for the initial hiring and selecting process of the front line. Compiling reports on team’s performance and customer feedback. Communication and being a focal point of dissemination of information from management to team and vise versa. Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management. Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes. Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business. Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations. February 2008 – May 2009 Quality Evaluator Work Description Listen to calls to determine if the Sales Specialist is meeting quality requirements; Evaluates specialists’ call flow to ensure adherence to client acceptability standards and quality requirements; Analyze results, trends on all quality metrics with FTI campaign; recommends improvement in terms of program performance /program enhancement to achieve business results and client satisfaction; Provide verbal and written feedback on Sales Specialist’s strengths and improvement opportunities delivered in a positive, collaborative manner to help improve quality performance of Sales Specialists; Recommends and initiate changes; Comply with assigned monitoring schedule with 100% schedule adherence on each calls on a daily basis; Participate in calibration sessions with operations and training on quality issues with clients; Responsible for providing coaching and/or feedback to specialist in order to improve the quality of their calls; Work Description February 2007 – JANUARY 2008 Sales Specialist Responsible in doing outbound calls for a Non-Profit Organization 3. Company Name:Touch Asia Contact Solution Inc.Cebu, Philippines Position :Call Center Agent / Quality Training Officer Specialization :Customer Service Date Joined :Jul 2004 - Feb 2007 Work Description JULY 2004 – OCTOBER 2006 Call Center Agent Responsible in doing outbound calls for a Non-Profit Organization Work Description OCTOBER 2006 – FEBRUARY 2007 Quality Training Officer Responsible in handling a team(People Management) Call monitoring, coaching and giving immediate feedbacks PERSONAL BACKGROUND_________________________________________ Date of Birth:July 19, 1983 Civil Status:Single Gender:Female Citizenship:Filipino EDUCATIONAL ATTAINMENT_______________________________________ Highest Education Level:College Graduate Field of Study : Bachelor of Science Major:Information Technology Name of Institution :University of San Jose Recoletos Location:Magallanes St. Cebu City Philippines