Jonalyn Gabionza

WORK EXPERIENCES SENIOR QUALITY EVALUATOR Concentrix Malaysia | Aug 2021 to Present Facilitates internal call/chat/email monitoring, client and CSAT calibration sessions. Completes and delivers Attainment, Calibration, and Variance reporting to Operations, Program Management and Training relative to the team and program-level results. Provides insight to Operations and Account Management relative to improvement opportunities. Consults with Quality Management on process improvement, training, environment, Quality and CSAT tools and analysis, recommends and initiates appropriate change. Provides recognition to high performing teams and individuals’ relative improvement in the top two success drivers for the program. Create reports/presentations that illustrate performance and present to the leadership team JONALYN GABIONZA Date of Birth: 12 June 1993 Citizenship: Filipino Civil Status: Single CLIENT SERVICE ASSOCIATE Concentrix Malaysia | Feb 2020 to AUG 2021 Develop deep knowledge with products related to Facebook Advertising and Policies. Partner with advertisers to effectively resolve issues through chat and email. Answer how-to-questions and help advertisers with their needs. Communicate thoughtful, customized solutions that help customers move forward and help them with advertising on the platform. Collaborate with internal teams with the advertiser's issue to ensure that all issues are covered. Show composure, resilience, and flexibility as advertisers need to evolve and case volume changes. TRAVEL CONSULTANT / CUSTOMER SUPPORT Dnata Travel Inc. | Etihad Airways| Jul. 2019 to Jan. 2020 CAREER OBJECTIVE The desire to leverage my knowledge and experience is my main goal. Moreover, I’m looking forward to work in challenging environment where my skills can be effectively utilized to improve operations and contribute to the company's growth. • Responsible for answering incoming calls around the globe, providing excellent customer service. • Main duties include sales management, customer service support, flight research, and email management. • Interact with internal teams to ensure consistent and reliable customer service. • Expansive knowledge with SABRE (GDS for reservation & ticketing). • Support customers on a wide range of generic services following established policies and procedure to ensure customer needs are met in the most effective manner. VIRTUAL ASSISTANT - PROJECT BASED | REMOTE Limitless Media Group LLC | Nov. 2019 to Dec. 2019 • Main duty is to call leads, verify if they want to purchase or refinance a house. • Main goal is to set up an appointment for the clients. • Managing the calendar of each clients, making sure all necessary details are correct . • Email management and SMS management. • Data entry and other admin tasks. VIRTUAL ASSISTANT - PROJECT BASED | REMOTE Armand Morin Network | Sept. 2019 to Oct. 2019 CORE SKILLS Customer Service Satisfaction Lead Generation Virtual Assisting Appointment Setting / Cold Calling Email Management Travel Planning / Management Web Research Data Entry Good Communication Skills Knowledge of Microsoft 365 CONNECT WITH ME!- linkedin.com/in/jonalyngabionza • Main duties includes calling leads/attendees that will join the seminar, confirm their attendance, ask necessary questions. • Answer any questions that attendees might ask. • Data entry and other admin tasks TELEMARKETING SPECIALIST Demand Science Team PH | Feb. 2019 to Jul. 2019 • Responsible for generating interest by promoting contents and services in behalf of our clients. • Responsible for prospecting, pre-qualifying, and generating new leads to suffice the campaign requirement of our clients. • A highly-motivated self-starter able to identify and develop business prospects from our list and/or discovery and individual research. • A dynamic personality with a drive to reach decision makers, gather and verify information is essential. CUSTOMER SERVICE SPECIALIST | SME SUPPORT Concentrix | May 2016 to Dec. 2018 - SME Nov. 2017 • Interacts with customer on behalf of an organization. • Answering queries about the products and services. • Determine charges and oversee billing or payments. • Review or make changes to customer accounts. • Perform basic troubleshooting steps (e.g. network, mobile device) • Research answers or solutions as needed • Taking supervisor calls and providing options to customers to resolve the issue. • Source of knowledge, technique, or expertise in products offered by the program. • Evaluating calls to the assigned team and ensure quality service to customers. TRAVEL CONSULTANT | OIC Blue Voyage Travel Services | Nov. 2011 to Mar. 2015 Officer-in-charge | Mar. 2015 to Apr. 2016 • Proficient in Microsoft Word, Excel and PowerPoint. • Arranging flights, accommodation and insurance for the clients. • Expansive knowledge on using Global Distribution System (GDS) such as ABACUS for booking reservations. • Answering incoming and outgoing calls, updating on social media platforms for promotions and giving quotations through email. • Handle unforeseen problems and complaints • Processing visas and passports. • Maintain relationships with key person. • Main duties include managing office stock, preparing regular reports and organizing company records • Organize a filing system for important and confidential company documents