Abegael Mena

Detail-oriented Quality Assurance Analyst and Customer Service Representative with a strong track record of improving customer experiences and ensuring service accuracy. Skilled in handling inquiries, resolving issues efficiently, and maintaining high standards through data analysis and process evaluation. Experienced in communication, problem-solving, and using Google Workspace, Slack, and CRM tools to support seamless customer interactions in remote environments.

I bring reliability, attention to detail, and a customer-first mindset that helps clients build trust and satisfaction.

Quality Assurance Analyst – Real Estate at Smart Apartment Data (2021-03 – 2026-09)

• Monitored 100+ daily customer-agent interactions, improving service quality scores by identifying key performance gaps.
• Analyzed QA evaluation data to detect trends and recommended process improvements, contributing to a 20% increase in customer satisfaction.
• Conducted online research and validated 100+ data entries daily, ensuring 98% accuracy using credible and up-to-date sources.
• Maintained data integrity and documentation standards, reducing reporting errors and improving overall workflow efficiency.

Customer Service Representative / Order Processing Specialist at CNM BPO Solutions (2018-05 – 2021-01)

• Handled 100+ daily inbound calls, assisting customers with order placement and inquiries while maintaining high satisfaction ratings.
• Verified and processed customer orders with 99% accuracy by collecting and confirming detailed client information.
• Resolved customer concerns efficiently, reducing repeat inquiries and improving first-call resolution rates.
• Collaborated with team members to suggest process improvements, enhancing order processing speed and service efficiency.

Bachelor of Science in Business Administration in Marketing Management – University of Mindanao Panabo College (2018)