Niña Lourdes T. Abbas
#4 E. Rodriguez Moonwalk
Parañaque City, Philippines-Portfolio: https://aninabbas.wixsite.com/shinabbas
OBJECTIVE
To work in a competitive and challenging environment where I can serve and establish an enjoyable
career.
•EDUCATION•
COLLEGIATE
•PACASUM COLLEGE, MARAWI CITY
Bachelor of Arts Major in Political Science
SY:-
SECONDARY EDUCATION
•ROOSEVELT COLLEGE, CUBAO QUEZON CITY
•SY:-
•WORK EXPERIENCE•
Service desk Analyst (May 16, 2016- Present)
XBS Disposition Subsidiary Philippines Inc. (ATOS PH)
7th Floor Atos One E-com Building Mall of Asia Complex, Pasay City
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To analyze where the main issue is coming from and assign it to the correct resolving team.
Unlock/Reset passwords Q2C | AMAPS | AUTOTIME | HTTP | SAP
Remote access using (BOMBGAR)
VPN issues
McAfee issues (Unable to update)
Outlook O365 or 2016 Issues
Single sign on related issues (Password synchronization)
Windows issue (Login issues ex. Trust relationship issue)
Browser issues (Compatibility issues)
Active directory (removing and putting back users on the domain)
Limited software installations (VPN | OUTLOOK)
Creates work/request orders and incident tickets for user
Digests User ID profile for password reset on LOTUS NOTES
Network or Local Printer setup
Connection issues (LAN | Wireless)
Collections specialist B2C (Sep. 7, 2015- April 21, 2016)
Microsourcing
G/F Two E-com, Mall of Asia complex Pasay City
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Calls account as soon as they were sent to collections
Works on a collection portfolio
Offers settlements and options for delinquent customers
POC for collectors
Audit good payers account as a *special task*
Handles emails for Loan Originators & Support (Costa Rica & Philippines)
Created Knowledge base for the account
Audit chat transcript
Chat support as a *special task*
Sends out promotional settlement offers for accounts in collections
Credit Representative B2B (Nov. 17, 2014 –July 31, 2015)
EXL Service
6/F One E- Com Center Harbor drive, Mall of Asia Pasay City
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Handles accounts starting day 1 and above [Net due upon receipt]
Handles payment and arrangement for the accounts
Contacts Accounts payable and asks for payment status
As a credit rep if the accounts get suspended, we are entitled to decide either to lift the restriction or
keep the hold on the account
Files Lien/Bond on Subcontractors / General Contractors
Decides on account strategies either submit Attorney demand letter or forward the account for approval
and sent it to 3rd party collections
Handles disputes, Account transfers for invoices
CREATED Knowledge base tool for the account
Sr. Operations Representative (CSR) (Aug. 4 2014 – Nov. 22, 2014)
CapitalOne Philippines Support Services Corp.
Northgate Cyberzone Filinvest, Corporate City, Alabang Muntinlupa City
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Servicing current accounts
Explaining bill to the customer
Deleting authorizations
Reissue credit cards
Handling retention and privacy preference changes.
Submits account for disputes/Fraud
Credit Bureau explanations
Technical Support (July 9, 2012 - July 9, 2014)
Teleperformance (Toshiba)
SDC IT Bldg. Santana Grove, Dr. A. Santos Ave. Brgy. San Antonio Paranaque city
L1 Support
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Table support
4G/3G tablet support for any issues
Troubleshooting for software issues such as
Compatibility, malfunction, install/uninstall, limited Internet connection issues
Toshiba Online backup support
Cancellation of paid backup support from Toshiba
Troubleshooting Backup software installed on the computer
Install/Uninstallation of the software used for online backup
TEC (TOSHIBA EXPERT CARE)
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Depot repair for laptops in warranty
Troubleshooting limited to Toshiba utilities and laptops drivers
Out of scope issues
Backing up of files
Retrieving files, Email configuration (outlook,
Thunderbird)
Software compatibility issues, 3rp party software
System Recovery
Install/uninstalling printer.
Virus removal (ex: Ransomwares "FBI virus "|Trojans etc.)
Collections Agent (Nov. 7, 2008 - Jul 4, 2012) B2C & B2B
NCO/RMH TELESERVICES ASIA-PACIFIC (Capitalone)
6/F Total Corporate Center 110th Ave. corner
Kalayaan ave. Bonifacio Triangle, Bonifacio Global City, Taguig City
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Skip to locate then collect: Customers who appears to be delinquent and has no
Updated contact information
Collections for 0-160 day’s delinquency
Prevent charge-off for credit cards which is in collection
Arranging payment arrangement for customers who are unemployed or having financial difficulties
I HEREBY CERTIFY THAT THE ABOVE INFORMATIONS IS TRUE AND CORRECT TO THE BEST OF MY
KNOWLEDGE AND BELIEFE
NIÑA LOURDES T. ABBAS
