Monica Abad has over 15 years of experience in customer service and operations management roles in the mobile device industry. She is currently the Store Manager for Huawei Service Center, where she is responsible for meeting key performance indicators, managing staff, and submitting weekly and monthly reports. Previously she held roles such as Assistant Manager at EsquireTech Corp and Customer Service Officer at Ecorenew Inc, where her responsibilities included customer support, inventory management, and issue escalation.
Monica Abad has over 15 years of experience in customer service and operations management roles in the mobile device industry. She is currently the Store Manager for Huawei Service Center, where she is responsible for meeting key performance indicators, managing staff, and submitting weekly and monthly reports. Previously she held roles such as Assistant Manager at EsquireTech Corp and Customer Service Officer at Ecorenew Inc, where her responsibilities included customer support, inventory management, and issue escalation.
Monica Abad has over 15 years of experience in customer service and operations management roles in the mobile device industry. She is currently the Store Manager for Huawei Service Center, where she is responsible for meeting key performance indicators, managing staff, and submitting weekly and monthly reports. Previously she held roles such as Assistant Manager at EsquireTech Corp and Customer Service Officer at Ecorenew Inc, where her responsibilities included customer support, inventory management, and issue escalation.
Monica Abad has over 15 years of experience in customer service and operations management roles in the mobile device industry. She is currently the Store Manager for Huawei Service Center, where she is responsible for meeting key performance indicators, managing staff, and submitting weekly and monthly reports. Previously she held roles such as Assistant Manager at EsquireTech Corp and Customer Service Officer at Ecorenew Inc, where her responsibilities included customer support, inventory management, and issue escalation.
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MA. MONICA Z.
ABAD Blk 14 Lot 5 Silver Crest Villas, Brgy Habay I, Bacoor cavite monicaabad1211@gmail.com / 0915.345.3666
ABOUT ME
Interested in a position that offers expanded career opportunity to apply experience and expertise in a job setting the provides upward mobility based upon an individual's, abilities and performance. Accomplished as Insurance Support Manager for 7 years.
WORK EXPERIENCE
STORE MANAGER HUAWEI SERVICE CENTER / TAGUIG / March 2022-Present.
Key Responsibilities:
Monitor and ensure that service levels are met on a daily basis particularly TAT as well as overall customer experience Regional and Global. Handling the Service Engineer, Service Handling/Customer service and coordinate spare parts concern with the inventory controller. Assign work and monitor service personnel performance within daily, weekly and monthly workplan. Monitor that all SOP are adhered to and objective are met. Quality Control function requires regular written service operational audit checklist conducted in service center with employee and heads. Conduct service personnel training according to HQ requirements or Gap issues for PH. Prepare and submit weekly and monthly reports to Region and Global. - Daily /Weekly KPI - Monthly Audit - Monthly report to be presented Regional / Global. Escalation points for operational issues and concerns encountered by team members. Other duties may be directed by the Service Operation manager and/or Management. ASSISTANT MANAGER ESQUIRETECH CORP / MUNTINLUPA / Oct 2017 – August 31,2021.
Key Responsibilities: Monitor and ensure that service levels are met on a daily basis particularly TAT as well as overall customer experience. Coordinate with Authorized Service Centers with regard to all repair requirements and KPIs. Identify if a model is already end of life and recommend substitute models with the nearest specifications and price point to Chubb. In charge of forecasting and replenishment of buffer stock. Coordinate with Suppliers with regard to product pricing, availability and delivery. Monitor stock levels and place POs as needed. Prepare and submit weekly and monthly reports to Chubb - SLR (Service Level Report) - Forecasting (Inventory) - Aftersales - Fund Reconciliation (Finance) Escalation point for operational issues and concerns encountered by team members
CUSTOMER SERVICE OFFICER
ECORENEW INC. / TAGUIG CITY / May 2015-Sept 2017
Key Responsibilities:
Register Settlement Letters and records payment dates on EcoDesk.
Request CHUBB to offer claimants with substitute models in case the insured is already end of life or different color. Responds to customer queries and complaints in a polite manner and settles and resolves issues in a timely and pleasant way. Ensure that all transaction is for the customer delight and satisfaction especially on critical issues that needs to be resolved at once. Keeps and maintains inventory records of handsets and accessories for traceability and future reference. Prepare packing list and ships defective and damage units to ASC (Authorized Service Center), monitors repair completion and then updates inventory records upon records upon return of repaired units. Provide necessary information to dispatch team in order to proceed with the shipment. LOGISTICS ASST TORQUE MOBILE PHONE / MAKATI CITY / Aug 2011- Jul 2013
Key Responsibilities:
Monitor all units released from warehouse.
Processing of CM (Credit MEMO) return units within 7 days. Monitor all units from Quality Control. Monitor all inventory of Return Units. Monitor all repair units. Handle all units return to factory.
CUSTOMER SERVICE TEAM LEADER
JSP (SAMSUNG SERVICE CENTER) / MAKATI CITY / Feb 2010 - Jul 2011
Key Responsibilities:
Provide assistance on technical queries/guidance to walk-in customer, dealers and
network operators. Responsible for the registration on incoming and outgoing units using the provided database by Samsung proprietary software. handle Monthly warranty claims. Handle over-the-phone customer inquiries/complaints/problems concerning their mobile phones. prepare service quotation based on the standard charges set by the company. Coordinate and implement services through Technical Support Department. Use various software application, relation data base GSPN (Global Service Partner Network)
CUSTOMER SERVICE OFFICER
HALDANE PHILS (VERZIO Mobile Phone, Digital Camera and laptops) / MALATE MANILA / Jan 2008 - Feb 2010
Key Responsibilities:
Provide assistance on technical queries/guidance to walk-in customer, dealers and network
operators.
Responsible for the registration on incoming and outgoing units using the provided database. Prepare service quotation based on the standard charges set by the company. Coordinate and implement services through Technical Support Department. Use various software application, relation data base ERIC. Provide courteous, accurate and timely response to request for information. Handle Logistics Department/General Admin.
CUSTOMER SERVICE - TEAM LEADER
NOKIA SERVICE CENTER / QUEZON CITY / Jan 2003 - Dec 2007
Key Responsibilities:
Provide assistance on technical queries/guidance to customer; particularly Globe (Platinum
and Corporate Account).
Responsible on incoming and outgoing units using the prescribed database.
Handle over-the-phone customer inquiries/complaints/problems concerning their mobile phones. Prepare service quotation based on the standard charges set by the company. Coordinate and implement services through Technical Support Department. Provide courtiers, accurate and timely responses to requests for information. Prepare and submit daily, weekly and monthly reports to GLOBE.
MARKETING ASST FORTUNE SEA CARRIER INC (SHIPPING LINES) / MANILA / May 2001- Jan 2003
Key Responsibilities:
Receive inquiries for Cargo Shipment and Marketing Profitability Calculation prior to acceptance of shipment. Prepare shipment data sheet for each shipment and dissemination to Operations to proper coordination and monitoring of lay days and schedules. Prepare fixture notes and contracts. Assist Accounting Department, make follow up on account receivables. remit collection to Head Office for processing.
