Marie Gretchen Abella
Asquith,Australia
Summary
Customer service professional with 16 years of experience in digital banking and customer relations management. Proven expertise in technical support and data analysis, driving enhanced customer satisfaction. Strong leadership skills in optimising service delivery processes to boost customer engagement. Committed to fostering positive customer experiences and upholding brand reputation.
Overview
17
17
years of professional experience
Work History
Customer Relation & Social Media Manager
DBS Bank Ltd
Singapore
12.2020 - 04.2023
- Analysed customer feedback to identify improvement opportunities, collaborating with departments for optimised journeys.
- Managed customer escalations via the contact centre and social media, maintaining positive banking relationships.
- Conducted detailed analyses of technical issues, collaborating with teams to resolve recurring problems.
Digital Service Specialist Manager
DBS Bank Ltd
Singapore
11.2019 - 11.2020
- Manage customer escalations and assisted inquiries for technical issues in digital channels and products.
- Conducted in-depth analyses, documented all reported problems, and collaborated weekly with different business units to identify common issues.
Customer Service Officer
DBS Bank Ltd
Singapore
05.2010 - 10.2019
- Resolved customer inquiries and issues related to banking services with prompt updates.
- Evaluated and analysed customer issues, providing alternative solutions tailored to needs.
Technical Support Supervisor
1&1 Internet Inc.
Philippines
01.2008 - 02.2010
- Compiled reports detailing customer technical issues for administrative review.
- Motivated the customer service team to achieve set objectives and enhance performance.
Team 2nd Level Technical Support Engineer
1&1 Internet Inc.
Philippines
07.2007 - 12.2007
- Handle customer inquiries and issues related to banking services and products.
- Responsible for compiling reports detailing customers' technical issues for administrators' consideration.
1st Level Technical Support Engineer
1&1 Internet Inc.
Philippines
04.2006 - 06.2007
- Handled inbound telephone calls and emails from global clients regarding domain and web hosting support.
- Streamlined troubleshooting processes, resulting in faster resolution times and improved client feedback scores.
Education
Advanced Diploma of Information Technology - Major in Cybersecurity
Lead College Pty Ltd
Australia09-2025
Bachelor of Science - Computer Engineering - Major in Computer Networks
University of San Carlos
Philippines01.2006
Skills
- Customer relationship management
- Technical support, troubleshooting, and resolution
- Social media engagement
- Problem solving
- Team leadership
- Data analysis
- Project management
- Customer feedback analysis
Languages
- English
- Tagalog
Hobbies and Interests
- Baking
- Creating art
- Staying active with sports
- Playing pickleball
- Exploring new places
Timeline
Customer Relation & Social Media Manager
DBS Bank Ltd
12.2020 - 04.2023
Digital Service Specialist Manager
DBS Bank Ltd
11.2019 - 11.2020
Customer Service Officer
DBS Bank Ltd
05.2010 - 10.2019
Technical Support Supervisor
1&1 Internet Inc.
01.2008 - 02.2010
Team 2nd Level Technical Support Engineer
1&1 Internet Inc.
07.2007 - 12.2007
1st Level Technical Support Engineer
1&1 Internet Inc.
04.2006 - 06.2007
Advanced Diploma of Information Technology - Major in Cybersecurity
Lead College Pty Ltd
Bachelor of Science - Computer Engineering - Major in Computer Networks
University of San Carlos
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