Shayne Laurice Rosario
Customer Service Representative/Team Lead
Manila
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Freelance CSR/Documentation Assistant
Meoni Creatives
08.2024 - 12.2024
- Email Management
- Calendar Management
- Creating Brand posts in Social Media
- Handling Social Media Accounts posts
Customer Experience Associate
Carousell Philippines
09.2024 - 11.2024
- Assisting customer inquiries thru chats
- Providing customer satisfactory replies through Zendesk
- Giving out remote assistance in e-commerce needs of the company partners/clients
- Worked diligently toward meeting or exceeding KPIs related to metrics such as average handle time, first call resolution, and overall customer satisfaction scores.
Customer Service Representative/ Team Lead Trainee
First Digital Finance Corporation
07.2022 - 07.2024
- Provided Excellent Customer Service for Live Chat, Emails and Company Social Media accounts (Viber & Telegram)
- Knowledgeable about CRM's -Tawk, PayUp, Discord, Sprout
- Promoted as Team Lead Trainee (August 2022 - March 2023)
- Handled CSRs (Livechat, Email and Facebook)
- Monitors handled agents productivity and performance
- Handling google sheets logs and process concerns
- Assists in newly hired trainees
Telephone Research Interviewer
Cardas Research and Consulting Co.
10.2023 - 04.2024
- Demonstrated excellent time management skills by balancing multiple assignments simultaneously without compromising quality or productivity levels.
- Exceeded client expectations for project deliverables by consistently providing accurate, reliable data from a diverse range of respondents.
- Contributed to project completion within deadlines by maintaining a consistent daily quota of completed interviews.
- Collaborated effectively with fellow interviewers to share best practices and optimize overall team performance.
Customer Care Associate/Team Lead
Cyan Services Corporation
08.2016 - 06.2022
- Campaigns: Telesales, Billing, Retention, Aftersales and VIP clients
- Communicates clients inquiries and concerns thru emails, Viber and Telegram
- Listening to calls, coaching and validation of the sales
- Monitors KPI of agents assigned to each campaign
- Doing mock calls to newly hired trainees
- Sending reports to clients thru emails
- Assist management in administrative tasks
- Knowledgeable about Zoom, Google Suite, Microsoft Word, Excel, Powerpoint, Canva Tools
Education
Bachelor of Science -
Information Management
01.2000 - 01.2005
Skills
Customer Service
Problem Solving
Administrative Tasks
Leadership/People Management
CRM software
Data entry
Call center experience
Certifications/Trainings
- Teamwork and Learned Leadership Training (TALL), Cyan Services Corporation
- Inhouse Leadership Training, Cyan Services Corp.
- Data Privacy and Security Training, First Digital Finance Corp.
- Advance Call Center Course, Clairvoyance Management Consultancy & Corp.
- ESL Teaching Course, Clairvoyance Management Consultancy & Corp.
Timeline
Customer Experience Associate
Carousell Philippines
09.2024 - 11.2024
Freelance CSR/Documentation Assistant
Meoni Creatives
08.2024 - 12.2024
Telephone Research Interviewer
Cardas Research and Consulting Co.
10.2023 - 04.2024
Customer Service Representative/ Team Lead Trainee
First Digital Finance Corporation
07.2022 - 07.2024
Customer Care Associate/Team Lead
Cyan Services Corporation
08.2016 - 06.2022
Bachelor of Science -
Information Management
01.2000 - 01.2005