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Lomilyn Gabonada

Customer Service Pro: Elevating Satisfaction & Loyalty

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Intro
Cebu City, Philippines
Universal Agent at Open Look Business Solutions
Joined July 27, 2023

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About
Hello, I'm Lomilyn Gabonada, a highly motivated and customer-focused individual based in Cebu, Philippines. I am dedicated to delivering exceptional customer service and building long-lasting relationships with clients and customers. As an experienced Customer Service Representative, I have worked with top companies such as Teleperformance, JP Morgan Chase, and Open Look Business Solutions. During my tenure, I have served as a Universal Agent, specializing in hard-core retention, and a Debit Card Fraud Prevention Specialist, successfully resolving issues and reducing escalations. My work interests revolve around providing top-notch customer support, addressing inquiries, and promoting products and services. I excel in proactively solving complex customer concerns, maintaining a high first-call resolution rate of 90%.
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Experience
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Open Look Business Solutions
May 2023 – Present
Philippines
Universal Agent
Educated clients on the importance of membership and the benefits it offers, resulting in a 30% increase in customer enrollment. Conducted outbound client interactions, effectively promoting the Affiliate program with commissions, leading to a 20% rise in customer engagement and loyalty. Handled inbound inquiries and emails, efficiently troubleshooting and resolving customer issues, maintaining a 90% first-call resolution rate. Utilized problem-solving skills to proactively find solutions to complex customer concerns.
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JP Morgan Chase
Dec 2016 – May 2019
Philippines
Debit Card Fraud Prevention Specialist
Lifted debit card restrictions and resolved errors, enabling customers to regain full card functionality, resulting in a 20% decrease in customer escalations. Assisted clients through in-depth walkthroughs, leading to a 10% improvement in client understanding of fraud prevention measures. Collaborated with the team to implement a new fraud detection system, contributing to a 25% reduction in fraudulent activities. Build long-lasting relationships with customers through effective communication, fostering trust and loyalty.
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TELEPERFORMANCE
Oct 2012 – Nov 2016
Philippines
Customer Service Specialist
Served as a Universal Agent at Experian Credit Bureau, specializing in hard-core retention. Successfully troubleshooted and walked customers through various issues, resulting in a remarkable 95% customer satisfaction rate. Provided quality customer support, addressing inquiries and concerns promptly and professionally, contributing to a 15% reduction in customer complaints. Demonstrated adaptability during transitional periods, ensuring seamless service delivery amidst policy changes.
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