LHEA OBRADOR
Virtual Assistant | Customer Service Expert | Team Leader
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About Me
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Dolores Quezon, Philippines
SKILLS
EFSET C2 Proficient (English
Communication Skills)
Providing excellent customer
service
I am a seasoned BPO professional who has mastered providing
exceptional customer service via phone, chat, and email. I have
handled diverse accounts like: Telco (Bell Canada, Uverse),
Financial (Mortgage), Tech (Google Cloud Platform), Meta
Advertising, Property Management (Associa)
WORK EXPERIENCE
PROPERTY MANAGER
Associa | January 2025 to April 24, 2025
Property Management skills
Coordinate with Association Manager to handle maintenance
Facebook Ads Management
requests
Email Management
Calendar management
Leadership skills
Performance management
Performing root-cause analysis
Development coaching skills
SOFTWARE
EXPERIENCE
Salesforce
Monitor vendor payments
Coordinate with Association Manager to handle violations
SENIOR PROCESS EXECUTIVE
Cognizant | September 2023 - December 2024
Assisted small, medium, and large businesses with their technical
and operational concerns related to their account
Handle escalated tickets about account onboarding, billing, and
integration
TEAM LEAD
TDCX | March 2021 - September 2023
Manage team performance
Citrix
Perform root cause analysis on DSAT cases
Case Studio Manager
Do regular coaching sessions with agents on a weekly basis
Siebel
Zendesk
SRT Workplace
Slack
Gsuite
Microsoft Office
CUSTOMER SERVICE REPRESENTATIVE
Taskus | January 2020 - May 2020
Help schools find a substitute teacher
Make changes with the assignment as deemed necessary by the
school admins
Assist and answer inquiries from substitute teachers, applicants
and school admins
LHEA OBRADOR
Virtual Assistant | Customer Service Expert | Team Leader
AWARDS
WORK EXPERIENCE
Top Team Lead TDCX June 2023
CUSTOMER SERVICE REPRESENTATIVE
Most Improved Team Lead TDCX
Telus | April 2018 - January 2020
June 2023
Top Team Lead in Resolution Rate
TDCX January 2023
Top Team Lead in AHT TDCX
January 2023
Assist and answer customer inquiries regarding request to increase
their Google cloud resources' quota
MORTGAGE SPECIALIST II
JP Morgan Chase & Co. | November 2016 - March 2018
Assist customers in making payments for their mortgage
Create payment arrangements
Top 3 Team Lead with balanced
Assist with document copy requests
score card TDCX December 2022
Create an Escrow account
EDUCATION
PHILIPPINE CHRISTIAN UNIVERSITY
Bachelor of Arts Major In Political
Science
June 2006 - March 2008
CUSTOMER SERVICE REPRESENTATIVE
Convergys | February 2014 - October 2016
Answer customer inquiries regarding their service e.g., bills, product
inclusions (Mobility, TV, Home phone and Internet)
Troubleshoot problems with their services (device and connection)
CUSTOMER SERVICE REPRESENTATIVE
Concentrix | October 2011 - February 2014
Answer customer inquiries regarding their service e.g., bills, product
inclusions (Mobility, TV, Home phone and Internet)
Troubleshoot problems with their services (device and connection)
REFERENCES
Mark Alwin Obniala | Cognizant/Supervisor
Phone:-
Krista Kamill Soriano | TDCX/Operations Manager
Email:-Ma. Teresita Delos Reyes | TDCX/Supervisor
Phone:-
