Jovy-Lyn Abilar
_________________________
Tokyo
Summary
Dynamic professional with extensive experience in administrative support and customer service. Proven ability to enhance client satisfaction through effective communication and report preparation. Skilled in database entry and task prioritization, consistently achieving operational metrics while fostering positive relationships with stakeholders.
Overview
18
18
years of professional experience
2
2
Languages
Work History
Appointment Line Clerk
Entourage LLC
12.2023 - Current
- Answer incoming telephone calls and schedule patient appointments in the Composite Health Care System (CHCS)/Armed Forces Health Longitudinal Technology Application (AHLTA) for primary care, specialty and subspecialty medical care.
- Call patients to schedule, reschedule, and/or cancel appointments as needed.
Custodial Worker
LMO
06.2021 - 05.2022
- Cleaning rooms, making beds and changing linens.
- Keeping bathrooms stocked with clean linens, toiletries, and other supplies.
- Maintain positive working relations between staff and customers to ensure maximum customer service experiences
- Assisted in onboarding new employees and ensuring compliance with company policies.
Order Entry/Marketing & Sales Specialist
Henkel
05.2016 - 11.2019
- Enter emailed or faxed sales orders from end user customers.
- Retrieve orders from partner portal and process.
- Verify pricing against customer contract or approved discount matrix.
- Coordinate with Purchasing to determine lead times when supply is not available.
- Maintain customer files with contracts, purchase orders, and other information.
- Built strong client relationships through consistent communication and effective problem solving.
Backlog Management Specialist
Hewlett Packard
04.2013 - 10.2013
- Provide daily routine Team and stakeholders’ communication as required, to drive revenue maximization and maintain customer and stakeholders’ satisfaction.
- Monitor, react, and report through operational metrics.
- Ensure operational metrics are met.
- Manage, and resolve backlog, revenue maximization reporting and other reporting escalations.
- Proactive team/individual performance assessment and resource/ accounts balancing.
- Participate, validate and/or deploy new processes and tools within hub.
- Responsible for generating reports and managing backlogged orders of Volume Direct Operations & Channel - SEAT.
CSR / Workforce Analyst / Reports Specialist
West Contact Services
09.2007 - 04.2013
- Answered constant flow of customer calls with minimal wait times.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Monitor real-time individual and overall line group call statistics in a timely and accurate manner ensuring adherence to established departmental policies and procedures.
- Ensure appropriate staff team members are notified of production employees exceeding the limits for ALC, Hold Time, and Not Ready time.
- May assist with timely administration of breaks and lunches to production employees as well as shift releases to maximize efficiency while continuing to meet client target.
- Report Generation and Review- Generate and/or compile a variety of reports (e.g. call statistics, up sell reports, agent-level trending reports, absenteeism statistics, agent performance scores, customer issues, supervisor tasks, etc.) for internal customer and external client (end-user) use, which may include reports for multiple sites, utilizing both internal and end-user data and eliminating any irrelevant data
- Ensure that all reports are prepared in accordance with strict timelines and in a report format that is familiar to all users.
Education
Bachelor of Science - Organizational Communication
University of Makati
Makati, Philippines05-2007
Skills
Administrative support
Administrative tasks
Database entry
File maintenance
Schedule and calendar management
Call center experience
CRM software
Data entry
Task prioritization
Microsoft Excel
Microsoft PowerPoint
Report preparation
Timeline
Appointment Line Clerk
Entourage LLC
12.2023 - Current
Custodial Worker
LMO
06.2021 - 05.2022
Order Entry/Marketing & Sales Specialist
Henkel
05.2016 - 11.2019
Backlog Management Specialist
Hewlett Packard
04.2013 - 10.2013
CSR / Workforce Analyst / Reports Specialist
West Contact Services
09.2007 - 04.2013
Bachelor of Science - Organizational Communication
University of Makati
Similar Profiles
Teoni GlarborgTeoni Glarborg
Director of Operations/ Clinical Advisor at Entourage MD & Wellness LLCDirector of Operations/ Clinical Advisor at Entourage MD & Wellness LLC
Rafael PELAEZRafael PELAEZ
Babysitter at occasionnellement pour mon entourageBabysitter at occasionnellement pour mon entourage
Savannah ParnauSavannah Parnau
Cosmetologist at Entourage Salon & SpaCosmetologist at Entourage Salon & Spa