Gil Carlo Abis

GA

Open to opportunities

Gil Carlo Abis

@gilcarloabis

Quality Lead and customer service expert who improves processes and customer outcomes.

What I'm looking for

I’m looking for a role where I can own quality, troubleshoot customer issues across channels, and continuously improve processes. I want a team that values leadership, attention to detail, and training so I can keep growing and delivering measurable results.

I’m an experienced professional with more than four years in Quality Lead and customer service, handling complex line of business work such as billing, technical support, retention, and sales. At Cognizant, I performed intensive quality analyst training and used that experience to become a Top Agent and drive stronger outcomes for a payment processor account.

Across my roles, I report flaws in processes and products, spot issues early, and help resolve customer problems through multiple channels—email, chats, and calls. I also support customers with technical troubleshooting, including Stripe-related issues, and I create/handle IT tickets for CRM problems to keep operations moving.

I bring leadership and communication strengths—acting as a Team Lead for new comers and supporting dispute resolution as part of a consultation team. I’m energized by continuous improvement, growth mindset, and learning new processes while maintaining strong attention to detail and consistent quality.

Experience

Work history, roles, and key accomplishments

CO

Current

Quality Lead

Current

Oct 2023 - Present (2 years 8 months)

Handled complex customer support for a payment processor account, covering billing, technical issues, retention, and sales across multiple channels. Reported process/product flaws and led/mentored new joiners to improve service quality.

Quality Assurance Customer Support Team Leadership Process Improvement Root Cause Analysis Payment Processors Technical Troubleshooting Training

CO

Senior Process Specialist

Jul 2022 - Oct 2023 (1 year 3 months)

Provided multi-channel customer support (email, chat, and calls) and assisted customers with technical issues, including Stripe-related support. Performed troubleshooting and used CRM ticketing to resolve customer problems.

Customer Service Technical Troubleshooting Stripe Communication Problem Solving

CO

Customer Service Representative

Feb 2021 - Oct 2022 (1 year 8 months)

Handled retention and billing for a telecommunications account and processed wireless sales for customers in the U.K. Troubleshot service and tool issues and submitted IT tickets for CRM problems.

Customer Service Retention Billing Support Troubleshooting Communication

VI

Customer Service Representative II

VXI Global Holdings Inc

Served as a customer service representative and was recognized as Top Agent for 2019. Supported billing and wireless service sales while assisting and mentoring new team members.

Customer Service Billing Support Level 2 Support Troubleshooting Communication

Education

Degrees, certifications, and relevant coursework

AI

AIGPE

Lean Six Sigma White Belt, Lean Six Sigma

Earned a Lean Six Sigma White Belt certification by AIGPE in September 2024.

NU

New Era University

Bachelor of Science in Business Administration, Financial Management

2018 - 2020

Completed a Bachelor of Science in Business Administration, majoring in Financial Management, at New Era University from 2018 to 2020.

Tech stack

Software and tools used professionally

Gmail

Root Cause

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