Mariel Abalo
Customer Service Senior Analyst-Lapulapu City, 6015, Philippines
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https://www.linkedin.com/in/mariel-abalo-2017a5137/
Summary
Experienced Customer Service Senior Analyst with over 9 years in the service industry.
Expertise in resolving complex customer inquiries and providing advanced support, resulting in
high customer and agent satisfaction rates. Proven ability to leverage strong analytical skills to
resolve escalated complaints and enhancing operational efficiency. Committed on ensuring
excellent service and customer satisfaction.
Work Experience
Customer Service Senior Analyst, Manulife, Lapulapu City, Philippines
07/2020 – Present
Orchestrated the resolution of complex customer inquiries, delivering advanced support
and effectively addressing escalated complaints.
Facilitated team objectives by assisting in training initiatives and ensuring compliance with
policies through coordination with global teams.
Customer Service Escalation Specialist, Concentrix, Lapulapu City, Philippines
09/2017 – 07/2020
Resolved high-priority customer issues promptly, ensuring timely solutions related to
Amazon products.
Leveraged strong analytical skills to assess intricate situations and devise effective
resolutions.
Technical Advisor, Teleperformance, Cebu City, Philippines
06/2016 – 09/2017
Responsible for providing basic and advance troubleshooting steps for cable, internet and
phone service.
Arranged on-site technician visits when remote troubleshooting fails to resolve the issue
Education
Bachelor of Science in Elementary Education, major in Special Education, Talisay City College,
Talisay City, Philippines
06/2012 – 03/2016
Skills
Audited calls to prevent financial loss
Monitored calls to avoid further escalation
Showed teamwork when discussing process improvement
English(C1) based on professional experience & language assessment
Resolved multiple escalated complaints endorsed by CSRs
Collaborated with global leaders to resolve issues in timely manner
Helped the operations by conducting individual coaching
Effective in resolving insurance disputes through negotiation
Helped mitigate financial risks for the company.
Responsible in CSRs inquiries via email & live chat with accuracy
Skilled in providing professional and courteous support to customers
Created a detailed coaching logs to monitor agent performance
Utilized CRM Agent Desktop to support daily customer service operation
Well-versed in e-commerce, including policy application, refunds, etc
Languages
English
Fluent
Filipino
Native
