L

Loraine Anne Obana

About

Detail

Pandi, Central Luzon, Philippines
Contact Loraine regarding: 
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Full-time jobs

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • HOPLA Online
    Team Leader / Trainer
    HOPLA Online
    Apr 2025 - Current (1 year 7 months)
    • Lead day-to-day operations for a team supporting real-time package monitoring and customer concerns.
    • Monitor operational activity, pending cases, escalations, and time-sensitive issues to ensure timely resolution.
    • Handle 15–25 escalated customer cases weekly, determining appropriate resolutions and coordinating with relevant teams.
    • Review operational reports and identify trends, recurring issues, and cases requiring immediate attention.
    • Ensure accurate case documentation and proper tagging to maintain visibility and facilitate follow-up.
    • Coordinate with cross-functional teams to resolve operational issues and improve workflows.
    • Conduct performance reviews and coaching to maintain compliance with o
  • HOPLA Online
    Customer Support Specialist / Trainer
    HOPLA Online
    Mar 2025 - Apr 2025 (2 months)
    • Managed high-volume inbound calls involving real-time package tracking, delivery concerns, and time-sensitive customer issues.
    • Provided accurate status updates and coordinated appropriate next steps based on available information.
    • Investigated customer concerns and determined appropriate resolutions or escalation paths.
    • Maintained accurate documentation of customer interactions and case details.
    • Followed SLA requirements while managing multiple active concerns.
    • Recognized for quickly achieving strong performance results after joining the account.
  • TaskUs
    Customer Loyalty & Retention Specialist
    TaskUs
    Nov 2023 - Jan 2025 (1 year 3 months)
    • Managed high-volume customer interactions requiring accurate account review and timely resolution.
    • Independently assessed customer situations and determined appropriate retention and resolution options.
    • Processed payments, refunds, billing adjustments, and account changes accurately.
    • Scheduled technical appointments and coordinated customer needs with appropriate teams.
    • Consistently exceeded sales and retention KPIs by up to 20%.
    • Maintained detailed documentation and compliance with established procedures.
  • TaskUs
    Email Support Specialist – E-commerce
    TaskUs
    Apr 2023 - Nov 2023 (8 months)
    • Managed time-sensitive customer inquiries involving order tracking, replacements, and account concerns.
    • Researched order information and provided accurate status updates.
    • Maintained high accuracy and QA scores while meeting SLA requirements.
    • Documented customer concerns and resolutions for proper follow-up.
  • E
    Performance Specialist / Account Verifier – Collections
    EastWest BPO + MCI
    Jan 2023 - Mar 2023 (3 months)
    • Verified account information with strong attention to accuracy and data integrity.
    • Served as a team point-of-contact supporting daily operational activities.
    • Coordinated verified accounts with onshore teams to ensure efficient processing.
    • Maintained accurate records and supported workflow continuity.
  • E
    Performance Specialist – Subscription Services
    Eastwest BPO
    Aug 2022 - Jan 2023 (6 months)
    • Managed customer email inquiries involving accounts, billing, and subscription concerns.
    • Maintained SLA and productivity requirements in a high-volume environment.
    • Reviewed customer information and determined appropriate actions based on account circumstances.
    • Maintained accurate documentation and workflow records.
  • Comforcare
    Virtual Assistant
    Comforcare
    Jul 2022
    • Managed email communications and administrative workflows.
    • Scheduled interviews and maintained tracking reports using Google Sheets.
    • Coordinated information across multiple stakeholders.
    • Maintained organized records and ensured timely follow-up.
  • J
    Customer Service Representative
    JAWA Technologies
    Feb 2022 - Jun 2022 (5 months)
    • Verified customer concerns and accurately routed issues to the appropriate support team.
    • Maintained detailed documentation of customer interactions.
    • Coordinated with technical support teams to facilitate issue resolution.
  • J
    Customer Support Specialist
    Joson Metal Bed Frame
    Sep 2021 - May 2022 (9 months)
    • Handled phone and chat inquiries involving products, orders, and customer concerns.
    • Provided quotations and processed customer requests accurately.
    • Supported customers throughout the order and after-sales process.
    • Coordinated customer requirements and contributed to sales and marketing activities.
  • TELUS International Philippines
    Customer Interaction Associate – Level 3 Technical Support
    TELUS International Philippines
    Oct 2016 - Mar 2020 (3 years 6 months)
    • Provided advanced technical support through voice, chat, email, and SMS.
    • Troubleshot complex customer issues and determined appropriate solutions.
    • Served as a Team Point-of-Contact supporting daily operations and escalations.
    • Monitored attendance and operational performance and prepared KPI reports.
    • Consistently exceeded CSAT, AHT, and FCR targets.
    • Assisted with service upgrades and customer retention.
Education verified_user 0% verified
  • C
    Associate in Computer Technology (Computer Science)
    College of Mary Immaculate, Pandi, Bulacan
    Jan 2003 - Jan 2005 (2 years 1 month)
    • Computer Science Department Treasurer
    • Professor's Personal Assistant
    • Part-time ALS Teacher