Abigail Ivy Sales

Oversaw end-to-end logistics support for a global e-commerce client, managing a team of 4 while handling 1,000+ orders during peak season with zero service disruption. Implemented standardized quality checkpoints and escalation/reporting routines that reduced error rates and improved SLA compliance.

Managed high-volume customer inquiries via Zendesk and messaging/email, consistently meeting accuracy and response-time benchmarks. Owned escalated order and shipment issues end-to-end, documenting resolutions and coordinating internal teams to close recurring gaps.

Led a team of 8 analysts across multiple client accounts by enforcing quality standards and balancing workloads, resulting in monthly Brilliant Performance awards and Customer Kudos recognition. Built performance monitoring using Google Sheets dashboards and QA scorecards for faster quality intervention and standardized delivery processes across global accounts.

Delivered stakeholder-ready analytical insights across 10+ client accounts simultaneously under tight deadlines. Mentored junior analysts on quality standards and process adherence, reducing review cycles and improving output consistency across the team.

Monitored and analyzed media coverage across 15+ concurrent client accounts, delivering high-volume outputs with consistent turnaround times. Tracked brand mentions, competitor activity, and media trends across print, digital, and broadcast channels to ensure timely, comprehensive coverage reports.

Enforced strict editorial quality standards across tax, accounting, and law publications by reviewing outputs for accuracy, consistency, and client-spec compliance. Applied a UK English house style guide and developed corrective review frameworks that reduced error rates and created a repeatable quality baseline.

Designed fully customized one-on-one English curriculum for regular and seasonal learners based on proficiency level and goals. Tailored materials and instruction approach, demonstrating individualized coaching and progress-focused lesson planning.

Earned a Bachelor of Arts in Linguistics and Literature from the University of San Carlos (Talamban Campus) in 2014.

Earned a High School Diploma from the University of the Visayas (Main Campus) in 2008.