Fabie Thodukayil

Served as the first point of contact for prospective clients, managing high-volume inbound calls and emails while providing professional, empathetic support throughout the legal intake and onboarding process. Screened and qualified prospective clients, coordinated attorney consultations, prepared contracts, and maintained accurate client records in legal CRM and case management systems.

Conducted quality audits of Level One Customer Service Specialists supporting BPO teams in the Philippines and Bogotá, Colombia, providing actionable insights, coaching, and feedback to improve call quality, service performance, and client retention. Collaborated with management to optimize workflows and improve operational efficiency.

Delivered exceptional customer service through phone and email while building strong client relationships and identifying customer needs and preferences. Educated customers on products and services, proactively addressed inquiries, and leveraged consultative sales techniques to meet and exceed sales targets.

Delivered high-quality customer service while supporting the sales of telecommunications products and phone plans, guiding customers through purchasing decisions based on their needs and preferences. Leveraged strong product knowledge and communication skills to recommend tailored solutions and resolve issues.

Pursued a Bachelor of Arts in Mass Communications at Far Eastern University from 2011 to 2013.