Carli-Ann Fabinal
Las Vegas
Summary
Dynamic and motivated professional leveraging strong customer service skills and a positive attitude in challenging workplace environments. Committed to achieving high levels of customer satisfaction while contributing to organizational success and business objectives. Eager to embrace new experiences and challenges, bringing a goal-oriented mindset to every task. Authorized to work in the US for any employer, ready to make a meaningful impact.
Overview
7
7
years of professional experience
Work History
Business Expert
T-Mobile for Business
Las Vegas, NV
05.2025 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and prompt issue resolution.
- Implemented feedback mechanisms to identify service gaps, driving continuous improvement initiatives.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Team Leader
TELUS International
Las Vegas, NV
06.2020 - 05.2025
- Streamlined workflows, resulting in reduced response times for client inquiries.
- Implemented quality assurance processes to ensure adherence to service standards.
- Facilitated regular team meetings to promote collaboration and resolve conflicts effectively.
- Analyzed performance metrics to identify areas for improvement and drive strategic initiatives.
- Coordinated project timelines and resource allocation to meet organizational objectives efficiently.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Team Coordinator
Sutherland Global Services
Las Vegas, NV
01.2019 - 05.2020
- Oversaw team operations with a focus on effective case management for tickets and inquiries. Facilitated communication by addressing agent questions and concerns. Monitored adherence to standards during supervisor calls.
- Drove continuous improvement efforts through feedback collection and process evaluation sessions.
- Served as a liaison between management and team members to address concerns and facilitate problem-solving initiatives.
Education
High school diploma -
President William Mckinley High School
Honolulu, HI05.2015
Timeline
Business Expert
T-Mobile for Business
05.2025 - Current
Team Leader
TELUS International
06.2020 - 05.2025
Team Coordinator
Sutherland Global Services
01.2019 - 05.2020
High school diploma -
President William Mckinley High School