Mary Liezl M. Abella

#** ***** ******, ******** *******, Concepcion Uno admg08@r.postjobfree.com

Marikina, 1807 Tel# (02)8734-0955

Cel# +639*********

Profile

Solution-oriented, results-focused, demonstrating consistent achievement of company objectives and subsequent career progression. Strong forecasting and analysis skills, and superior negotiation, vendor relations and customer service abilities with a proven track record of improving sales. Education

UNIVERSITY OF PHILIPPINES, Los Baños, 1991 – 1995

-Bachelor of Arts in Sociology GPA – 2.5/1.00

Professional Experience

CUSTOMER SERVICE SPECIALIST:

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Dynamic customer service professional experience in call-center settings. Excel in listening to customer needs, articulating product benefits and creating solutions that provide value to the customer. Build and maintain enduring customer relationships to boost sales and generate repeat business.

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-ADMINISTRATIVE STAFF:

Providing invaluable clerical services. From faxing and making copies to handling mail, taking and transcribing meeting notes and more, serve to free up senior staff to concentrate on other aspects of the organization.

--ELEMENTARY SCHOOL TEACHER:

Hired as a full-time teacher following student tutoring part-time job, teaching English subject to classrooms of up to 52 students for grades 2 and 3. Earned high marks for the quality and creativity of classroom teaching, lesson plans and instructional materials used in teaching English subject. Established positive relationships with students, parents, fellow teachers and school administrators/staff. Quickly became a "first-to-call" resource in current substitute teaching role. Left Infant Jesus Academy at the end of the 1996 academic year to venture into office jobs and customer service-related career. Employment History

HGS Hinduja Global Solutions

Healthcare Associate /Account: HUMANA @Dental Insurance 16 F Zeta Tower, C5 Road, Bridgetowne, Quezon City, Philippines 1110 Phone: +632-****-**** local 5914/2052

http://www.teamhgs.com/ph/

From July 19, 2019 to January 25, 2020

Humana Inc. is a for-profit American health insurance company based in Louisville, Kentucky. I was assigned at the Dental Insurance Department where I handle inbound calls of members who would like to shop for more dental plans, find a dentist, pay premiums, find a form, view claims, check coverage, file an appeal. I also give helpful resources to members such as the copy of their benefits and the List of Dentist that are in the network of Humana.

WNS Philippines Inc

Sr. Associate –Ops /Account: Energy Australia

9th Floor, 1880 Building, Eastwood Avenue, Eastwood Cyberpark, Libis, Quezon City, 1110 Metro Manila Phone: (02)8 318 2000

From December 6, 2018 to March 4, 2019

Energy Australia is an electricity generation, electricity and gas retailing private company in Australia that is owned by Hong Kong-based and listed CLP Group. I was assigned at the Credit and Collections Department where I handle inbound calls of customers who would like to make payment arrangements with Energy Australia. Retains existing customer/services using proactive customer service/consulting techniques and enabling customers to perceive value in the service. SITEL Philippines

Customer Service Representative / Account: USA Frontier Airlines Eton Cyberpod - Ortigas (Corinthian), Ortigas Avenue cor. EDSA, Quezon City, 1110 Metro Manila Phone: (02)8 860 2011

From September 28, 2018 to November 28, 2018

Respond to telephone inquiries, request and complaints called in through phone by customers of Frontier Airlines. Orient customers regarding Frontier Airlines frequent flyer program, book flights, cancel flights, change flights, process special request, and inform customers about Frontier Airline policies and airport rules and regulations

FOCUS CARE CORPORATION

Customer Service Representative/ Account Executive 11th /F Strata 2000 Emerald Ave. Ortigas, Pasig City Nov 2004 - Dec 2005

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Respond to telephone inquiries, providing quality service to customers and doing outbound marketing for company products and services. Listen attentively to caller needs to ensure a positive customer experience. Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds. Contributed to a 12% sales increase for the quarter by communicating product benefits and providing excellent service. Recommended solutions within customer budgets and proactively followed up with all leads. CUSTOMER CONTACT CENTER INC. C3

Customer Service Associate

#1 E Commerce St., Eastwood, Libis, Q.C.

Sept. 2001 - Sept. 2004

-Assist customers of Meralco regarding their inquiries, request and complaints called in through phone. Ensured customers were satisfied with every part of the flooring experience, from initial greeting through order completion.

MERALCO (Manila Electric Company)

Customer Care Specialist

2nd Floor, Lopez Bldg., Meralco Compound, Ortigas Ave, Pasig City Nov. 1996 - Sept. 2001

Receives, transmits and resolves inquiries, request and complaints called in by customers of Meralco regarding their service application, meter reading, payment management and service irregularities. Disseminates information regarding power interruptions or line troubles to media and local government agencies. Conducts power interruption advisories to General Power and Core Customers. Analyzes and interprets simple cases of billing abnormalities or discrepancies. Handles and performs outbound calls and conducts surveys and interviews through telephone. Receives, composes and documents incident reports affecting company line operations.

JOLLIBEE FOOD CORPORATION

Administrative Staff

10/F Jollibee Plaza Bldg. No 10 Emerald Ave, Pasig October 1996

-Performs administrative and office support activities for multiple managers. Duties include fielding telephone calls, receiving and directing visitors, arranging manager’s schedules, reporting store sales to the regional managers, word processing, filing, and faxing. INFANT JESUS ACADEMY

Elementary School Teacher

Russet St. Rancho Estate, Concepcion Dos, Marikina City Sept. 1995 - April 1996

-Taught Elementary English to Grades 2 and 3 students. Professional Affiliations

UPLB Sociology Society Member, Since 1992

-Meralco Paskulitan Outreach Programs, Member, 1999 Other Skills

Proficient in Microsoft Word, Microsoft Excel, Power Point. Fluent in English and Filipino Language

Negotiating, Writing, Mentoring, Training, Teamwork, Presentation, Empathy, Listening and Sense of Humor Skills

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