AVENIDO SHIELLA
San Roque, Talibon, Bohol
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Representative Specialist
Teleperformance Inc
Cebu City
01.2019 - 06.2023
- Offered advice and assistance to customers, paying attention to special needs or wants
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered constant flow of customer calls with minimal wait times
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
Customer Service Representative
The Results Company
Megaworld Mactan Lapu Lapu
12.2017 - 12.2018
- Provided primary customer support to internal and external customers
- Tracked customer service cases and updated service software with customer information
- Increased efficiency and team productivity by promoting operational best practices
- Followed up with customers about resolved issues to maintain high standards of customer service
- Met customer call guidelines for service levels, handle time and productivity
Technical Support Representative
Convergys Cebu
Cebu City
07.2016 - 10.2017
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Used ticketing systems to manage and process support actions and requests
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Translated complex technical issues into digestible language for non-technical users
- Monitored systems in operation and quickly troubleshot errors
- Researched product and issue resolution tactics to address customer concerns
Market Researcher
SSI Cebu
Mepz II
07.2016 - 10.2016
- Utilized diverse research techniques and online or published data collection tools to amass key information or statistics, supporting business objectives
- Devised questionnaires, surveys and open forum discussions to generate real-time data collection from target demographic
- Scheduled interview appointments with respondents and created multiple questionnaires before commencing data collection
- Analyzed and consolidated data from different sources to generate campaign performance reports
- Recorded accurate respondents' answers during interviews for future reference
Education
Bachelor of Science - Information Technology
Trinidad Municipal College
Trinidad Bohol 03.2015 - 04.2016
Skills
Independent and Self Motivatedundefined
Accomplishments
- Resolved product issue through consumer testing.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Customer Service Representative Specialist
Teleperformance Inc
01.2019 - 06.2023
Customer Service Representative
The Results Company
12.2017 - 12.2018
Market Researcher
SSI Cebu
07.2016 - 10.2016
Technical Support Representative
Convergys Cebu
07.2016 - 10.2017
Bachelor of Science - Information Technology
Trinidad Municipal College
03.2015 - 04.2016
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