Shaira Mae Acal
Makati City,Philippines
Summary
Proactive and goal oriented professional with excellent time management and problem solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organisational growth.
Overview
7
7
years of professional experience
Work History
Process Trainer
Infosys BPM
Taguig City, Philippines
08.2022 - Current
- Facilitated classroom and virtual sessions with process maps, job aids, and knowledge modules to support effective learning.
- Delivered process training for new hires, enhancing SOP adherence and ensuring workflow accuracy.
- Evaluated trainee performance through assessments, observations and feedback discussions.
- Identified skill gaps within the workforce, creating targeted training programmes to address these challenges.
Customer Resolution Manager
Telus
Taguig City, Philippines
05.2021 - 08.2022
- Coordinated cross-functional teams to swiftly resolve service issues, rebuilding customer confidence.
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Managed complex customer escalations, achieving timely resolutions while ensuring adherence to policies.
- Provided exceptional customer service by empathising with clients" concerns and offering tailored solutions to meet their needs.
Customer Service Representative
Teleperformance
Taguig City, Philippines
08.2019 - 05.2021
- Resolved inbound customer inquiries through phone, providing accurate and timely support to enhance customer satisfaction.
- De-escalated difficult interactions using active listening and calm, solution-focused communication.
- Developed comprehensive product knowledge to offer tailored recommendations based on customer needs.
- Adhered to call scripts and client procedures, ensuring consistent service delivery that met quality standards.
Education
Bachelor of Science - Information Technology
Philippine College of Science and Technology
Calasiao, Pangasinan01-2019
Skills
- Task management
- Effective time management
- Strong attention to detail
- Problem-solving abilities
- Collaborative teamwork
- Commitment to excellence
Timeline
Process Trainer
Infosys BPM
08.2022 - Current
Customer Resolution Manager
Telus
05.2021 - 08.2022
Customer Service Representative
Teleperformance
08.2019 - 05.2021
Bachelor of Science - Information Technology
Philippine College of Science and Technology