MONICA MARIE ABELLA
Customer Support Specialist
Dubai
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
Work History
Senior Customer Support Specialist
dubizzle cars
Dubai
07.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Assisting the team leader in ensuring performance goals are met.
- Realtime support for agents on the floor such as CRM inquiries, clarifying the process, minor technical assistance, etc
- Formulated tracker sheets for the acquisitions and retention agents to help increase their efficiency and productivity by 80%
- Responsible for managing and training the listing agents
- Organized the listing team and helped increase their productivity and efficiency by 90%
- Supports the Listing Agents by preparing their daily tasks and making sure that all data and documents are ready to proceed with the car listings on the website
- Co-authored the contact center’s standard operating procedures and training guidelines to help the newly hired agents learn about the business process
Call Centre Agent
dubizzle cars
Dubai
07.2017 - 06.2021
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback
- Oversaw training and mentoring of new team members, promoting productivity and quality service
- Helped new staff acclimate to the customer service team and mentored on strategies for success
- Adhered strictly to policies and procedures for continued company compliance
- De-escalated objections and disputes professionally to maintain customer satisfaction
- Shared customer feedback and suggested improvements to enhance team performance
- Managed high-volume customer queries simultaneously through effective multitasking
- Offering prompt solutions to maintain customer satisfaction
- Employed active listening and product expertise to successfully resolve inbound queries.
- Worked with customers to understand needs and provide excellent service.
Education
Master of Arts - Educational Management
Xavier University-Ateneo De Cagayan
Cagayan De Oro City, Philippines 04.2013 - 03.2017
BBA - Business Management
Silliman University
Dumaguete City, Philippines 06.2005 - 03.2009
Skills
Customer service expertCustomer support needs assessmentData entryStaff education and training
Report preparation
Complaint resolution
Timeline
Senior Customer Support Specialist
dubizzle cars
07.2021 - Current
Call Centre Agent
dubizzle cars
07.2017 - 06.2021
Master of Arts - Educational Management
Xavier University-Ateneo De Cagayan
04.2013 - 03.2017
BBA - Business Management
Silliman University
06.2005 - 03.2009