Abigail Gorumba

I am Abigail and please call me Abie. I've been in the BPO industry for almost 16 years. I started as a customer representative and aimed to be part of the support group. In that 16 years, I have reached my objective by the 4th year in the business.

6 years as a Quality Analyst. I am responsible for creating an end-to-end test plan; executing the plan and managing all activities in the plan to ensure that all the objectives are met and that the solution works as expected. Achieves daily, weekly, and monthly quality monitor goals for email/call/order per account specified goals. Ensures adherence to client standards and recommends/develops action plans/process improvements, if necessary to contain quality problems.

Then, another 6 years as part of the leadership department. Manage and investigate disputes/integrity issues related to sales. Present to clients status reports on ongoing risk quality-related performance; address operation and quality issues. Identify and close gaps in process implementation. Provide support process improvement, and act as the point of escalation for issue resolution. Led team meetings, asking questions to better understand the calls representatives are receiving, educating, and coaching workers regarding processes and practices, and explaining expectations to employees. Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

I can do work with less supervision but provide quality results. I aim to have a client-centric environment. I would also love to venture into experience being a virtual executive assistant.