ISABELLA ARIANA AGONOY
Waipahu
Summary
Experienced with managing client relationships and ensuring their satisfaction. Utilizes effective communication to bridge gaps between clients and internal teams. Track record of resolving issues efficiently and maintaining positive client relations.
Overview
8
8
years of professional experience
Work History
Permit Processing & Client Liaison (Contract / Independent)
Department of Planning and Permitting (DPP)
Honolulu, HI
01.2025 - Current
- Process building and planning permit applications on behalf of architectural and drafting clients, serving as the primary point of contact between clients and DPP.
- Prepare, review, and submit permit documentation, ensuring accuracy, completeness, and compliance with local regulations.
- Track application status, respond to plan check comments, and coordinate revisions to facilitate timely approvals.
- Communicate directly with DPP staff to clarify requirements, resolve issues, and mitigate delays.
- Manage multiple concurrent applications while maintaining organized records and timelines.
Resident Services Administrator
Moanalua Hillside Apartments
Honolulu, HI
01.2026 - 03.2026
- Manage multiple concurrent applications while maintaining organized records and timelines.
- Manage front office operations, serving as the primary point of contact while handling high-volume calls, resident inquiries, and administrative support.
- Coordinate maintenance requests from intake to resolution, tracking progress and following up to ensure timely service and resident satisfaction.
- Maintain organized records and workflows by managing multiple applications, processing mail and deliveries, and preparing tenant communications and notices.
- Support property operations through rent-related communications, process improvements, and special projects to enhance efficiency and service quality.
Team Manager
Alorica Teleservices, Inc.
San Nicolas, Ilocos Norte, PH
10.2023 - 11.2023
- Led a team of agents supporting a major retail account, driving performance across CSAT, AHT, QA, and adherence.
- Conducted coaching, performance reviews, and corrective action plans.
- Analyzed operational trends and resolved escalated customer issues.
- Collaborated with QA, Training, and Workforce Management teams.
Quality Assurance Supervisor
Alorica Teleservices, Inc.
San Nicolas, Ilocos Norte, PH
10.2022 - 03.2023
- Led site-wide QA strategy, calibration, and audits across business lines.
- Represented the site in executive reviews and compliance discussions.
- Drove quality improvement initiatives using data and root cause analysis.
Quality Assurance Associate
Alorica Teleservices, Inc.
San Nicolas, Ilocos Norte, PH
07.2021 - 10.2022
- Reviewed customer interactions for policy and KPI adherence.
- Delivered performance coaching and supported escalated contacts.
- Produced QA reports and trend analyses.
Customer Service Associate
Alorica Teleservices, Inc.
San Nicolas, Ilocos Norte, PH
06.2020 - 07.2021
- Managed high-volume inbound calls and resolved billing, product, and escalation issues.
- Consistently exceeded CSAT, AHT, and QA benchmarks.
Senior High School Teacher
IGAMA Colleges Foundation, Inc.
Badoc, Ilocos Norte, PH
06.2018 - 05.2020
- Designed curriculum-aligned lesson plans and assessments.
- Mentored student leaders and coordinated academic initiatives.
Education
Bachelor of Arts - Communication
Mariano Marcos State University
Batac, Ilocos Norte, PHSkills
- Customer Success & Client Management
- Team Leadership & Performance Coaching
- Process Improvement & Compliance
- Documentation & Regulatory Coordination
- Microsoft Office
- Professional telephone demeanor
- Administrative support
Timeline
Resident Services Administrator
Moanalua Hillside Apartments
01.2026 - 03.2026
Permit Processing & Client Liaison (Contract / Independent)
Department of Planning and Permitting (DPP)
01.2025 - Current
Team Manager
Alorica Teleservices, Inc.
10.2023 - 11.2023
Quality Assurance Supervisor
Alorica Teleservices, Inc.
10.2022 - 03.2023
Quality Assurance Associate
Alorica Teleservices, Inc.
07.2021 - 10.2022
Customer Service Associate
Alorica Teleservices, Inc.
06.2020 - 07.2021
Senior High School Teacher
IGAMA Colleges Foundation, Inc.
06.2018 - 05.2020
Bachelor of Arts - Communication
Mariano Marcos State University