Abigail Obando

Manage workforce scheduling and real-time management for the Mercari account, supporting client stakeholders and WFM requirements. Supervise junior RTAs, prepare reports, and assist with workforce planning and operational decision-making.

Provided Tier 2 customer support through email and live chat for an international carpet retailer. Assisted customers in selecting carpet products and used an AI-based visualization tool to create customized room concepts.

Performed real-time workforce monitoring for the GoDaddy account, identifying staffing variances and operational risks. Prepared weekly, monthly, and Quarterly Business Review metrics for client and leadership discussions.

Managed customer inquiries and complaints through email and live chat for Lyft. Used Microsoft Excel to track and monitor individual and team performance metrics.

Provided customer service and technical support to AT&T/DIRECTV customers through telephone interactions. Handled billing disputes, payments, troubleshooting, and account investigations, and promoted to SME/Tier 2 Support.

Managed day-to-day operations of a family-owned apartment rental business. Handled rental contracts, invoices, maintenance coordination, tenant requirements, and property-related documentation.

Supported food preparation and production activities while maintaining quality and operational standards.

Managed customer accounts with past-due balances and worked with customers to establish payment arrangements. Assisted customers with account concerns and service reactivation requirements.

Assisted Bank of the Philippines clients in learning and using the bank's new Customer Transaction Assist (CTA) system. Provided step-by-step guidance and customer support during system adoption.

Bachelor of Science in Hotel and Restaurant Management with a major in Institutional Management.

Student on-the-job training in the Hotel and Food and Beverage Department.

Student on-the-job training in the Food and Beverage Department.