Christine Grace Crabajales
Atlu-bola,PAM
Summary
Talented Scheduler with a hardworking mentality and an organized approach. Familiar with compliance and documentation requirements. Dedicated to offering exceptional assistance to team members and clients. Skilled at coordinating appointments, organizing mail and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities.
Overview
12
12
years of professional experience
Work History
Material Scheduler
Shell Business Operations (SBO)
01.2021 - 12.2023
- Completed logs and reports detailing production data such as volume, materials used and quality assurance results, helping management make accurate operational decisions.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Maximized efficiency in project delivery through strategic prioritization of tasks based on urgency, complexity, and available resources.
Customer Operations Coach
Shell Business Operations (SBO)
10.2017 - 12.2020
- Utilized positive communication to encourage team and promote integrity and respect.
- Monitored team's daily activities to establish high level of performance.
- Analyzed and evaluated team performance metrics to identify areas of improvement.
- Enhanced team performance by developing and implementing effective coaching strategies.
- Boosted staff confidence through personalized training sessions and continuous feedback.
- Conducted regular performance evaluations for staff, setting clear expectations for continuous improvement.
- Developed and delivered effective and engaging coaching sessions to improve performance.
Customer Service Professional
Shell Business Operations (SBO)
08.2011 - 09.2017
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Streamlined call center operations for improved efficiency and reduced wait times.
- Maintained high-quality service standards by adhering to company policies and procedures.
- Collaborated with cross-functional teams to resolve complex customer issues, fostering a positive work environment.
- Consistently met performance metrics by setting personal goals and seeking feedback from supervisors for continuous improvement.
- Implemented best practices in complaint handling, reducing escalations and ensuring prompt problem resolution.
- Assisted in training new hires, helping them acclimate quickly to company culture and expectations for delivering outstanding customer service.
- Improved first-call resolution rates by proactively identifying common issues and finding effective solutions that could be applied across multiple cases.
- Optimized internal processes through regular review of workflows, proposing improvements that led to increased productivity while maintaining a high level of service quality.
- Recognized by management for consistently surpassing performance targets and demonstrating a strong commitment to the organization's customer-centric values.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Increased efficiency and team productivity by promoting operational best practices.
Education
BSBA Financial And Management Accountancy -
Holy Angel University
Angeles City, Pampanga PhilippinesSkills
- CRM Software
- Production Scheduling
- Materials Management
- Process Improvement
- Stakeholder Management
- Strategic Focus
Accomplishments
- Change Payment details prior to Account Closure - $11,897.92
- Updated COTT Process - $420.19
- Directing SPS Failure Report to General Inbox of Classic Team and Set Correct Default Card Type i GFN - $257.00
- Invoice Bundling - $221.00
- Checking Released Security Deposit for Migrated Customers - $22.07
- Standardization of Bidding Process - $15,568.00
- Improved Steps for Speedy Processing of Customer Request - $5,685.00
- Reduction of Handling time CGP Migration Liter Limit - $38,301.00
- CS&A CI Project - $74,352.30
CI Value Delivery Project Lead
CI Value Delivery Project Member
Additional Information
AWARDS
- Pearl Awards - Best Performer for UK 2016
- Superuser Performance Award Asia 2016
Rewards & Recognition - Awardee
- 2016 - Sept, Oct, Nov and Dec
- 2013 - November
- 2012 - September
Timeline
Material Scheduler
Shell Business Operations (SBO)
01.2021 - 12.2023
Customer Operations Coach
Shell Business Operations (SBO)
10.2017 - 12.2020
Customer Service Professional
Shell Business Operations (SBO)
08.2011 - 09.2017
BSBA Financial And Management Accountancy -
Holy Angel University
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