ANGELI KRISTINE OBLENA
TAYTAY RIZAL,RIZAL
Summary
Resourceful Management Analyst recognized for exceptional productivity and efficiency in task completion. Specializes in strategic planning, data analysis, and process improvement to enhance organizational performance. Known for strong problem-solving abilities, effective communication, and adaptability, driving impactful change and fostering collaboration across teams. Committed to leveraging expertise to support dynamic organizational goals and elevate performance standards.
Overview
21
21
years of professional experience
Work History
Incident Management Analyst
TELUS DIGITAL
ORTIGAS, PASIG
10.2022 - Current
- Analyzed workflows and established priorities for daily operations.
- Reviewed program plans to develop and coordinate activities.
- Documented incident details in knowledge base articles for future reference purposes.
- Coordinated with stakeholders to ensure timely resolution of incidents.
- Remained calm and poised during high-priority incidents.
- Created, updated, and tracked incident tickets using a ticketing system.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Completed day-to-day duties accurately and efficiently.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Incident Management
TELUS INTERNATIONAL PHILS.
ORTIGAS, PASIG
07.2020 - 10.2022
- Monitored and tracked progress of Major Incidents from start to resolution using incident management tools.
- Reviewed existing documentation related to incident management procedures for accuracy and completeness.
- Implemented best practices for effective incident management, problem solving and root cause analysis.
- Conducted post-incident reviews to assess effectiveness of incident management processes.
- Ensured compliance with relevant industry standards regarding incident management practices.
- Developed, documented and maintained procedures for incident management.
- Collaborated with other departments on cross-functional projects impacting incident management processes.
- Created dashboards for tracking key performance indicators relevant to incident management processes.
- Adhered to established standards regarding incident management and escalation procedures.
- Ensured compliance with internal policies related to incident management processes.
- Reported incidents promptly according to company's incident management policy procedures.
- Participated in root cause analysis investigations as part of incident management system process reviews.
- Reported any incidents or damage to property immediately to management.
Senior Billing Analyst
TELUS INTERNATIONAL PHILS.
ORTIGAS, PASIG
08.2015 - 07.2020
- Reconciled codes against services rendered.
- Reviewed engine assigned codes and modifiers to update and verify accuracy.
- Maintained up-to-date records of all billing information in the system.
- Provided technical support for internal users regarding billing software applications.
- Developed strong professional rapport with vendors and clients.
- Analyzed billing data to identify discrepancies and errors.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Completed day-to-day duties accurately and efficiently.
Program Coordinator
TELUS INTERNATIONAL PHILS.
ORTIGAS, PASIG
11.2011 - 08.2015
- Performed routine assessments to evaluate program effectiveness.
- Modified programs based on participant feedback and evolving requirements.
- Created engagement tracking systems to optimize program outcomes.
- Organized event coverage to match community expectations and achieve ratings gains.
- Led team meetings to communicate updates, gather feedback, and align on goals.
- Ensured timely completion of project deliverables within budget constraints.
- Provided guidance and support to program participants in navigating resources, services, and opportunities.
- Incorporated information about coverage goals, available time and viewer demographics to optimize schedule programming.
- Developed and maintained budgets for various programs, optimizing resource allocation.
- Maintained up-to-date records related to program activities.
- Maintained comprehensive databases of participants, activities, and outcomes for reporting purposes.
- Established and maintained partnerships with community organizations to expand program reach.
- Coordinated scheduling and logistics for events annually, ensuring seamless execution.
- Organized special events related to the promotion or awareness of the program's mission or purpose.
- Facilitated communication between team members by organizing regular meetings and conference calls.
- Administered budgets and monitored expenditures to keep program operations aligned with budget targets.
- Collaborated with other departments within the organization to coordinate efforts that support overall organizational objectives.
- Prepared detailed reports for stakeholders, highlighting program achievements and challenges.
- Worked effectively in team environments to make the workplace more productive.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Completed day-to-day duties accurately and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Training Coordinator
TELUS INTERNATIONAL PHILS.
ORTIGAS, PASIG
08.2005 - 11.2011
- Scheduled classes based on availability of classrooms, equipment or instructors.
- Assessed training needs through surveys, interviews with employees or focus groups.
- Promoted a culture of continuous learning and improvement within the organization.
- Provided feedback to trainers regarding the effectiveness of their sessions.
- Facilitated team-building exercises to enhance workplace collaboration and morale.
- Developed training materials and documents such as manuals, handouts, exercises and facilitator guides.
- Supported onboarding of new employees by hosting orientation sessions.
- Managed the training budget, ensuring cost-effective allocation of resources.
- Maintained accurate records of all trainings conducted.
Customer Service Representative
AMBERGRIS SOLUTIONS
ORTIGAS, PASIG
03.2004 - 08.2005
- Developed positive relationships with customers through friendly interactions.
- Updated system with order specifics and customer details, preferences, and billing information.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Provided accurate information about products and services to customers.
- Promoted available products and services to customers during service, account management and order calls.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Answered customer inquiries via phone, email, and chat.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer complaints promptly and efficiently.
Education
Associate of Science - Elementary Education
HARRIS MEMORIAL COLLEGE
ANTIPOLO RIZAL03-2004
Bachelor of Science - Business Management
SIENA COLLEGE
TAYTAY RIZAL03-2001
Skills
- Requirement gathering and analysis
- Visual Process Documentation
- Client relationship management
- Organizational development
- Business process improvement
- Effective Multitasking
- Adaptability and flexibility
- Teamwork and collaboration
- Interpersonal communication
- Self motivation
- Time management
- Adaptability
- Attention to detail
- Time management abilities
- Active listening
- Effective communication
- Professionalism
- Organizational skills
Languages
Japanese
Elementary
French
Elementary
Korean
Elementary
Accomplishments
- Customers and communities first
- Spirited teamwork
- Service Milestone (20 Years of Service)
Affiliations
- Learning Nihongo N5
- Learning Graphic Design
- Basic Calligraphy
- Emergency Response Team Level 3 (Crisis Intervention Training)
- Emergency Response Team Level 4 (Basic Life Training)
- LG Electronic Philippines (Customer Service)
- Film Gym (Oriented Film Education)
- Transcribing
- CCF Counterflow 2022 Family Conference
Timeline
Incident Management Analyst
TELUS DIGITAL
10.2022 - Current
Incident Management
TELUS INTERNATIONAL PHILS.
07.2020 - 10.2022
Senior Billing Analyst
TELUS INTERNATIONAL PHILS.
08.2015 - 07.2020
Program Coordinator
TELUS INTERNATIONAL PHILS.
11.2011 - 08.2015
Training Coordinator
TELUS INTERNATIONAL PHILS.
08.2005 - 11.2011
Customer Service Representative
AMBERGRIS SOLUTIONS
03.2004 - 08.2005
Associate of Science - Elementary Education
HARRIS MEMORIAL COLLEGE
Bachelor of Science - Business Management
SIENA COLLEGE
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