Ma. Monica Sioco
Team Manager
Cuenca
Summary
Knowledgeable and dedicated customer service professional with extensive experience in client servicing industry with over 12 years of retail experience in fast-paced, team-based environments. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in English and Filipino.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Customer Solutions Agent, PayPal
PayPal Philippines Inc
Muntinlupa City, Manila
01.2020 - Current
- To resolve customer complaints via phone and messaging
- Reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Take payment information and other pertinent information such as address and phone numbers; provide company information and services
- Answer questions and suggest solutions in relation to products and services
- Utilize computer technology to handle high call volumes
- Compile reports on overall customer satisfaction
- Ability to multi-task under pressure in a fast-paced working environment
Team Manager, TAL and Hotelbeds
SYKES Asia Inc.
Makati City, Manila
05.2016 - 12.2019
- Provide targeted analytics/ diagnosis to improve the customer experience and drive operational KPI’s
- Ensure the quality of customer insight data collected by the team by leading calibration sessions to ensure accuracy and consistency of data collected is maintained at a high level
- Manage workload to ensure deadlines are met and targeted volumes are achieved
- Participate in leadership forums providing inputs from a customer insight perspective
- Manage performance of Customer Insight Consultants while in rotation
- Ability to transfer insights into our organizations’ business context, to frame them in action-oriented terms that can relate business value.
Customer Service Specialist, AT&T
Convergys Corporation Philippines
Muntinlupa City
09.2010 - 12.2015
- To resolve customer complaints via phone, email, or other media
- Reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Assist with placement of orders, refunds, exchanges; cancel or upgrade accounts
- Take payment information and other pertinent information such as address and phone numbers; provide company information and services
- Answer questions and suggest solutions in relation to products and services
- Inform customer of deals and promotions
- Utilize computer technology to handle high call volumes
- Compile reports on overall customer satisfaction
- Answer customer billing questions and disputes
- Ability to multi-task under pressure in a fast-paced working environment
Customer Service Representative, Telstra
TeleTech Customer Care Management Phils., Inc.
Lipa City Batangas
12.2008 - 08.2010
- To resolve customer complaints on their online accounts
- Reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Answer questions and suggest solutions in relation to products and services.
Education
Bachelor of Science - Nursing
Lipa City Colleges
Lipa City, Batangas 06.2007 - 09.2008
Associate of Science - Health Science Education
Lipa City Colleges
Lipa City, Batangas 06.2005 - 06.2007
High School Diploma -
Kalayaan Christian School
Ibabao, Cuenca, Batangas 06.2001 - 03.2005
Skills
- Team leadership and supervision
Accomplishments
- Supervised team of 16 staff members.
- SYKES Vector Graduate (APAC Business Unit Speed Leadership Excellence Program – June 2019)
- Australia Live Program – April 2018
- 2017 TAL Top Team Leader – SYKES
- SYKES Manila South Accelerated Leadership Program Graduate (July 2017)
- Quarter 3 Top Performer July-September 2014 (awarded last November 20, 2014 – Convergys)
- April 2013 Top Performer (awarded last May 15, 2013 – Convergys)
- Member of Employee Engagement in Convergys Philippines
Timeline
Customer Solutions Agent, PayPal
PayPal Philippines Inc
01.2020 - Current
Team Manager, TAL and Hotelbeds
SYKES Asia Inc.
05.2016 - 12.2019
Customer Service Specialist, AT&T
Convergys Corporation Philippines
09.2010 - 12.2015
Customer Service Representative, Telstra
TeleTech Customer Care Management Phils., Inc.
12.2008 - 08.2010
Bachelor of Science - Nursing
Lipa City Colleges
06.2007 - 09.2008
Associate of Science - Health Science Education
Lipa City Colleges
06.2005 - 06.2007
High School Diploma -
Kalayaan Christian School
06.2001 - 03.2005
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