Experience

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  Pngme (We're Hiring)

  • Canada
  • Software Development
  • 1 - 100 Employee

  • Operations Associate

    • Feb 2022 - Mar 2024

    Pngme is a B2B2C mobile application that enables one-click data sharing, real time insights, and credit scoring for financial institutions in Africa. Pngme believes that everyone deserves equal access to finance and is on a mission to give ownership of data back to people, thereby giving equal access to finance and enabling wealth creation for billions of people.As an Operations Associate, Abigail has:• Developed and refined company-wide policies and procedures, ensuring adherence to best practices and regulatory standards• Streamlined the hiring process by collaborating seamlessly with managers, recruiters, and candidates; and identifying top talent that aligns with the company's core values• Created and implemented a comprehensive Employee Onboarding Program that facilitates seamless integration and nurtures new talent• Managed Compensation and Benefits by ensuring timely and accurate payroll and oversee benefits for employees in USA, UK, Nigeria, and Kenya• Fulfilled compliance requirements and audits in several states in USA to uphold the company's commitment to regulatory standards• Proactively designed strategies to elevate the employee experience, fostering a culture of engagement and satisfaction• Designed and facilitated learning courses to empower employees to acquire new skills and excel in their roles• Create and execute impactful Employee Engagement programs• Actively contributed to various Operations projects, utilizing strong organizational skills and attention to detail to ensure successful outcomes• Developed and wrote marketing email content, CTAs, and 1-pager brochures to be used by Growth team• Conducted market research for product introduction and company expansion• Regularly prepared, created, and finalized decks for monthly investor updates and quarterly board meetings• Provided technical support to employees - troubleshooting and resolving issues with laptops and company applications to ensure smooth operation of daily tasks

  • Executive Assistant

    • May 2020 - Feb 2022

    As an Executive Assistant to the Chief Executive Officer and Chief Operations Officer Abigail's responsibilities are:• Managing the CEO and COO's meetings, appointments, and events, ensuring minimal meeting conflicts and efficient use of their time.• Monitoring, prioritizing, and responding to emails and other communications on behalf of the CEO, handling inquiries and requests appropriately.• Organizing the company's virtual workspaces such as Notion and Box, ensuring all pages and documents are up to date and secure.• Creating the new employee onboarding program and conducting introductory training sessions to new employees.• Provide extensive administrative support for the company's executive team as needed and assist in hiring needs such as scheduling interviews and organizing applicants in the company's Applicant Tracking System.• Write company-wide policies and procedures and assist in implementation

• 

  Lawson HR Group

  • Marketing & Operations Team Assistant

    • Aug 2020 - Jul 2021

    Lawson Delaney is a premier executive recruitment firm with extensive experience in executive search and professional recruitment. The success of Lawson Delaney has been built around working collaboratively with clients and candidates who see a need for a different level of partnership beyond that of a transactional provider.Abigail's role is mainly focused on providing assistance in marketing, events and admin tasks such as, but not limited to:• Creation of marketing materials via Canva and MailChimp, such as LinkedIn posters and monthly candidate newsletters • Initiate and project-manage the event process end-to-end. This includes creation of event materials such as designing and rebranding event invitations, LinkedIn tiles and email signature banners via Canva; writing event invitation email; creating event registration forms via Google forms; responding to event RSVPs and event enquiries; sending invitations, reminders and 'thank yous' via MailChimp; and creating attendance and testimonial reports• Formatting of company documents and spreadsheets presented to clients and candidates and/or useful data for consultants• Research and market mapping projects• Provide technical support and admin assistance to directors and consultants

• 

  San Mateo Municipal College

  • Rizal, Calabarzon, Philippines

  • College Instructor

    • Aug 2020 - Jan 2021
    • Rizal, Calabarzon, Philippines

    Taught Fundamentals of Business Process Outsourcing to college students for one semester.

• 

  Lawson HR Group

  • Operations Team Assistant

    • Aug 2018 - Mar 2020

    As an Operations Team assistant, Abigail handles online admin tasks such as monitoring the support email enquiries and requests. Abigail supports a number of consultants/recruiters based in Australia by formatting candidate resumes, communicating to candidates and clients via email and researching possible clients and candidates based on the role/position/s being searched by the firm. She also assists in the company events by handling RSVP responses and formatting proposals and other documents.

• 

  Acquire BPO

  • Australia
  • Outsourcing and Offshoring Consulting
  • 700 & Above Employee

  • Foundation Skills and Product Trainer

    • Oct 2016 - Aug 2018

    Abigail is an experienced foundation skills and product trainer for Acquire BPO's M2 Energy campaign. As a trainer, she ensures that team members have thorough understanding of their role (understanding why they do what they do) and how their knowledge is applied to their everyday tasks. Thus, her role ensures that the business needs are met such as constantly increasing excellent customer service experience and team productivity. Hence, decreasing business costs and employee attrition. Her expertise are as follows:- Conducting Training Needs Analysis- Adult Learning Principles- Facilitation using Gagne's Nine Levels of Learning- Coaching using the GROW strategy, thus identifying the real issue to be addressed- Training Material Creation using the ADDIE instructional system design (Powerpoint presentations, facilitator's guide, participant's guide, and assessments) - Launching projects or campaigns based on the Training Needs Analysis results- Training Reports and Presentations- Training Motivational Workshops for Leadership and Employees

  • Quality Assurance Analyst

    • Jul 2015 - Oct 2016

    One of Abigail's main tasks as a Quality Assurance analyst is do call monitoring providing helpful feedback to improve agents' performance in the call center. Analysis of trends, audit results, and common issues are also part of her responsibilities in order to provide valuable and actionable recommendations to Operations to achieve quality performance. She also spearheaded internal and external calibration sessions to ensure that all key departments are calibrated on what constitutes a quality call or task.

  • Product Trainer

    • Oct 2014 - Jun 2015

    • Facilitates new hire , up-skill and refresher training classes for an Australian telecommunications company• Provides support and engagement activities for employees which potentially helps decrease employee attrition• Creates Training reports and short presentations

  • Customer Service Representative

    • Nov 2013 - Oct 2014

    • Handles Billing and Payment inquiries of Australian customers regarding their electricity and gas accounts• Organizes connection and transfer requests for electricity and gas applications• Reviews and validates Explicit Informed Consent on sales sign up• Handles complaints regarding connection and bill issues

• 

  Sykes Enterprises, Incorporated

  • United States
  • Outsourcing and Offshoring Consulting
  • 700 & Above Employee

  • Escalations Specialist

    • Jul 2012 - Jun 2013

    • A subject matter expert on a Canadian telecommunications services• Handles escalated calls and level 2 complaints • Provides real time product knowledge support and assistance to team members

  • Customer Service Representative

    • Feb 2010 - Jul 2012

    • Handles basic plan and technical inquiries of Canadian customers regarding their prepaid mobile plans and handsets• Handles payment and billing disputes• Provides basic mobile phone troubleshooting• Handles basic complaints