Melissa C. Abalos
156 SLU-SVP Housing Coop. Old Site Bakakeng
Baguio City, Benguet Philippines 2600
Mobile: (+63)932-935-1116
Email address: melissa_marie303@yahoo.com
POSITION DESIRED: Helpdesk Customer Service Officer
EDUCATION
Collegiate
Bachelor of Science in Industrial Engineering (2006-2009)
Saint Louis University, A. Bonifacio St, Baguio City, Philippines
Bachelor of Science in Architecture (1998-2004)
4th year standing
Saint Louis University, A. Bonifacio St, Baguio City Philippines
Secondary
Saint Louis School Center Girls’ High School (1998)
Naguilian Road, Baguio City, Philippines
Elementary
Saint Louis School Center (1994)
Assumption Road, Baguio City, Philippines
Short course in Computer Aided Drafting and Design (Auto CAD),
January 2008
WORK EXPERIENCE
Customer Service Representative
SITEL Philippines Inc. Baguio City, Philippines
March 2011 – present
 Provides inbound customer service and support to a financial institution in
United States for customers in use of prepaid debit pay cards.
 Assists customers with gift card usage, replacements and search for branch
or store locations
 Assists merchants with gift card information and direct customer or merchant
inquiries to the correct department.
 Performs data entry for dispute forms of transactions made with prepaid debit
cards.
 Performs data entry for card replacement request, order of secondary cards,
made sure shipping and billing addresses are 100% accurate along with
cardholder information.
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Performs data entry for statement request and cancellation and refund of
voided checks.
Performs data entry for follow-ups on request for removing account holds or
transfers of account ownership in time when the cardholders can no longer
manage their accounts.
Performs tasks for the team assigned by the immediate supervisor such as
monitoring and editing KRONOS (application for time card) and updating the
files or folders with individual team metrics
Cascaded to team members updates about the account and products.
Escalated issues of clients or customers when needed to the correct channels
or departments.
Assisted new hires or trainees with product and process related questions.
Assisted during team outings, helped with reservations and organized events
or activities
Operational Excellence (OE) Associate/ Project Engineer
Coca-Cola Bottlers Philippines Inc. Ilagan, Isabela, Philippines
August – December 2010
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 Ensured effective functioning of the Site Steering Committee (SSC) by
working closely with the Plant Operations Manager, the SSC members, and
site OE project leaders and teams.
 Trained, coached, and developed site OE project leaders and teams on the
proper use of OE Tools and Methodology.
 Conducted trainings for all levels of employees on OE Tools & Methodologies
including Coca-Cola best practices.
 Supports the Site OE Project Leaders and Teams to successfully complete
projects, workshops and process improvements using appropriate OE Tools
and Methodologies.
 Conducted time and motion study of processes to standardize work
procedures
 Monitored worker and equipment relationship and analyzed efficiency for
work optimization.
 Assisted in the 5S seminar and application within offices (Human Resources,
Finance, and Manufacturing departments as introduction to the
implementation of this OE tool.
Industrial Instruments Technician
Texas Instruments Philippines Inc. Loakan Road, Baguio City, Philippines
December 2009 – May 2010
 Conducted time study on major log points of material process.
 Conducted Man-Machine-Ratio.
 Performed inventory of machines and equipment.
OTHER WORK EXPERIENCES
Team Member
Phil. Pizza Hut Inc. SM Baguio City, Philippines
November 2002 – May 2006
Recognition Received: Team member of the month for January 2003 and March
2005.
 SERVER to take orders of guests and do follow ups, make sure the orders
are served on time, and especially make sure the needs of guests are met,
and entertaining guests at their table being a customer mania for a rewarding
dining experience. Part of the job included cleaning and setting up the table,
cleaning the dining area.
 Senior CASHIER at the take out counter to receive orders and deliver to
guests; auditing of tape receipts and other accounting documents; cleaning
the take out counter; and performing inventory. DINE IN CASHIER and BAR
PERSON in charge of beverages and desserts.
 Trained at the production area in preparing starters, pasta, salads, rice meals,
and pizzas; washing of dishes and cleaning the production area.
 Observed buddy-system with new hires or trainees in providing excellent
customer service, full knowledge on products and processes.
 Assisted in birthday parties
Service Crew
Jollibee Foods Corp., Governor Pack Road, Baguio City, Philippines
May - October 2002
 Cashier receiving orders for dine in and take out transactions.
 Observed buddy-system with trainees in providing great customer service,
familiarization on products and processes.
 Counter person to assemble orders.
 Cleaned counter area during closing shifts.
Student Assistant
Saint Louis University Libraries, Bonifacio Street, Baguio City, Philippines
November 1999 – March 2002
Recognition Received: Working Scholar for two years as student assistant at
Saint Louis University Libraries.
 Issued books and periodicals to faculty, students, and outside researchers
 Printed required labels on books.
 Performed inventory of books, and cleaned and organized the library during
semestral breaks.
TRAINING
On-the-job-trainee
Pepsi Cola Products Phil. Inc., Udiao, Rosario, La Union, Philippines
April-May 2008
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Conducted time study on manual bottle washing.
Conducted study on Re-lay outing of the Storage Facility.
Conducted study on design of tools used in transportation of products.
Performed clerical, data entry and manufacturing jobs at the Quality Control
Department.
Performed clerical and data entry jobs at the Physical Distribution and HR
Departments.
Performed jobs regarding First-In First-Out (FIFO) of products at the Storage
Area.
SEMINARS ATTENDED
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Principles and Application of 5S System
Six Sigma (Process Variation Reduction)
Foundations of Leadership
Logistics
SKILLS
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Proficient in English oral and written communication
Knowledgeable in Microsoft Office applications (MS Word, PowerPoint, Excel)
Basics of 2D AutoCAD
Architectural drafting
Freehand drafting
Proficient with the Dewy Decimal System
INTERESTS and ACTIVITIES
Reading books, magazines, articles; watching movies, online surfing, extreme
activities (bungee jumping, water rafting, kayaking, and up to try other
adventure), cross stitching, art galleries, bills and stamps collection.
CHARACTER REFERENCES
Ms. Rina Hemedez-Diaron
Director of Libraries
Saint Louis University
A. Bonifacio Rd., Baguio City
Contact No: (+63) 074-442-2793 local 282
Ms. Ma. Lourdes Bibit-Chee
Department Head
Industrial Engineering Department
Saint Louis University
A. Bonifacio Rd., Baguio City, Philippines
Contact No.: (+63) 074-443-2001 local 301
Ms. Michelle Carino Adiwang
Faculty
Industrial Engineering Department
Saint Louis University
A. Bonifacio Rd., Baguio City, Philippines
Contact No.: (+63) 915-773-7171
Ms. Irene Orpilla
Coach
SITEL Philippines Inc.
Dona Julia Vargas Ave., Pasig City, Manila
Contact No.: (+63) 915-271-1403
Mr. Mark Anthony P. Figueras
Coach Track Trainee /OIC
SITEL Philippines Inc.
EPZA Loakan Rd., Baguio City
Contact No.: (+691) 925-7233
Mr. Michael Sareno
Call Monitoring Specialist
SITEL Philippines
EPZA Loakan Rd., Baguio City
Contact No.: (+63) 922-858-0963
PERSONAL INFORMATION
Date of Birth
Place of Birth
Nationality
Religion
Height
: October 30, 1981
: Baguio City, Benguet, Philippines
: Filipino
: Roman Catholic
: 5’ 5 1/2”