Ivy Diane Abregana

IVY DIANE ABREGANA Versatile Operations and Customer Experience Specialist with extensive experience in Finance and Ecommerce. Proven track record in managing high-net-worth (HNW) small business credit portfolios and resolving senior-level technical escalations. Highly proficient in Project Estimation, including material takeoffs and labor cost analysis. I specialize in streamlining communication workflows through professional email management and CRM tools like Klaviyo, ensuring that both technical project demands, and premium customer inquiries are handled with accuracy and professional excellence. EXPERIENCE August 2022 – January 2026 CUSTOMER SERVICE PROFESSIONAL | American Express | BGC Taguig I specialize in the strategic stewardship of high-value small business portfolios, where I bridge the gap between high-touch advocacy and results-oriented sales. My role goes beyond traditional account management; I act as a primary point of contact for the organization's most significant clients, resolving multilayered financial complexities through a lens of capital efficiency. I drive internal revenue by mastering valuebased selling, identifying untapped business needs to introduce tailored solutions that range from advanced credit products to global treasury services. By maintaining an impeccable resolution record and consistently hitting high-volume sales targets, I ensure my clients view me not merely as a service provider, but as an indispensable architect of their commercial success. February 2019 – June 2022 E-COMMERCE CSR AND EMAIL MANAGEMENT | sixthreezero | San Clemente CA Orchestrated end-to-end customer lifecycle management for the high-growth bicycle division, transforming general inquiries into robust, long-term brand loyalty. I served as the central liaison for all client interactions, from initial product interest to post-purchase grievance resolution, maintaining a [e.g., 98%] satisfaction rate even during peak season. A key initiative was the complete revamp of the pre-order workflow; by leveraging Klaviyo's automation capabilities, I introduced dynamic, highly personalized update sequences that provided proactive transparency on order fulfillment status. This strategic streamlining effort successfully reduced 'Where Is My Order (WIMO)' inquiries by [e.g., 40%] while simultaneously decreasing average resolution time by [e.g., 25%], significantly enhancing operational bandwidth and customer retention. February 2019 – June 2022 ESTIMATING AND PURCHASING DIRECTOR | Battino Contracting Solutions | Mount Jackson VA Spearheading end-to-end procurement workflows, I deliver comprehensive estimation services that serve as the financial blueprint for project success. This involves conducting detailed architectural material takeoffs and multi-layered labor cost analyses to produce highly accurate project forecasts. I manage complex, centralized data repositories that track vendor performance, bid status, and material logistics. I serve as the primary liaison between the organization and a global vendor network, employing a proactive outreach strategy to solicit competitive bids and negotiate favorable terms. My focus on constant, transparent communication ensures that project stakeholders receive timely updates on fulfillment status, allowing for agile adjustments to labor schedules and budget allocations. EDUCATION Informatics College Alabang Multimedia Arts 2007 – 2009 Adventist University of the Philippines BS Nursing 2004 – 2006 SKILLS Operations & Financial Management • High-Net-Worth (HNW) Portfolio Management: Experienced in managing complex credit portfolios for small businesses, focusing on risk mitigation and financial growth for premium clients. • Project Estimation & Cost Analysis: Highly proficient in material takeoffs, labor cost analysis, and advanced estimation techniques such as bottom-up and parametric modeling to ensure project profitability. • Process Optimization: Skilled in streamlining operational workflows and implementing business processes aligned with strict Service Level Agreements (SLAs). • Risk & Lifecycle Management: Ability to identify technical or financial risks early and develop comprehensive mitigation plans to prevent project or portfolio derailment. Customer Experience & Technical Support • Senior-Level Escalation Resolution: Proven track record in resolving complex, high-stakes technical inquiries with accuracy and professional excellence. • Premium Client Relations: Specializing in managing "white-glove" inquiries from HNW individuals and small business owners, ensuring high Customer Satisfaction (CSAT) scores. • Omnichannel Support: Proficient in coordinating customer journeys across multiple platforms, including email, chat, and CRM interfaces. E-commerce & Communication Technology • CRM Mastery (Klaviyo): Expert at utilizing Klaviyo for CRM analytics, automated communication flows, and behavior-based segmentation to drive revenue and engagement. • Professional Email Management: Specializing in high-volume, professional communication workflows, emphasizing clear subject lines, concise structure, and empathetic tone. • Technical Aptitude: Skilled in troubleshooting and optimizing digital listings and workflows within ecommerce ecosystems.