Jerico james Abella
@jericojamesabella
I improve customer experience through QA audits, KPI reporting, escalation support, and agent coaching.
PhilippinesWhat I'm looking for
I've supported customer operations at Fusion Philippines, RealPage Philippines, and Qualfon Philippines, auditing interactions, resolving client concerns, and handling sensitive escalations. At Fusion, I produced KPI-based Excel reports, facilitated Weekly Business Reviews, and aligned evaluation standards through client call calibrations.
I've coached agents from audit findings and supported customers across chat, email, and calls using Salesforce. I also assist with CRM tasks including quoting, calendar management, website guidance, and leasing concerns.
Experience
Work history, roles, and key accomplishments
Product Support / Customer Service
Realpage Philippines
Feb 2024 - Jun 2024 (4 months)
Supported users and addressed concerns to maintain service quality and customer satisfaction. Managed client requests and handled concerns through chat, email, and calls using Salesforce.
Quality Analyst
Fusion Philippines
Apr 2022 - Sep 2023 (1 year 5 months)
Conducted QA audits to evaluate customer interactions against quality standards. Prepared audit reports, developed Excel reports and pivots, facilitated Weekly Business Reviews, and provided coaching to agents.
Customer Service Representative
Qualfon Philippines Inc.
Mar 2016 - Mar 2017 (1 year)
Handled customer inquiries and resolved concerns in a timely manner. Followed company procedures to ensure service quality and customer satisfaction.
Supervisor's Group / Escalations Support
Qualfon Philippines Inc.
Mar 2016 - Mar 2017 (1 year)
Handled irate and sensitive customer escalations requiring careful follow-through. Resolved complex concerns by applying company guidelines and escalation procedures.
Education
Degrees, certifications, and relevant coursework
University of Southern Philippines Foundation
Bachelor of Science, Business Administration
Bachelor of Science in Business Administration with a major in Financial Management.
University of Southern Philippines Foundation
High School Diploma, General Studies
Completed high school education.
City Central School
Elementary School Diploma, General Studies
Completed elementary education.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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