Sheena Amata
San Pedro, Province Of Laguna,LAG
Summary
Experience working in call center for 8 yrs. with Customer Service, Technical Support and Sales. Eager to expand my skill to effectively fill the role in your company.
Overview
15
15
years of professional experience
Work History
Latitude Financial Services – Hardship Specialist
Genpact Services LLC
03.2023 - Current
- Handled hardship applications through phone and email as part of the back office support team.
- Consistently met or exceeded program metrics, including processing time, accuracy, and service quality.
Latitude Financial Services - Customer Service Rep
Genpact Services LLC
12.2021 - 03.2023
- Handles phone calls professionally and quickly responds to customer queries.
- Consistently meet the metrics provided by the program
Citibank Best Buy- Customer Service Representative
Genpact Services LLC
09.2018 - 12.2021
- Handles phone calls professionally and quickly responds to customer queries.
- Consistently meet the metrics provided by the program
Subject Matter Expert
Sutherland Global Services, Inc.
03.2013 - 03.2018
- Provides real time support to Customer Service and Technical Support consultants
- Conducts huddles and provides updates
- Familiar with Time in Motion - to identify AFIs of consultants to maximize their utilization
- Case Management/ hygiene check - scrubbing cases to see if it was tagged accordingly
- Giving out real time feedback, coaching consultants
- Handles phone calls professionally & quickly respond to customer queries
- Call monitoring - to ensure representatives are following the organization’s protocols
Senior Consultant
Sutherland Global Services, Inc.
09.2012 - 03.2013
- Handling escalations with quality
- Provides real time support to colleagues and to Customer Service consultants
Consultant
Sutherland Global Services, Inc.
11.2010 - 09.2012
- Handles phone calls professionally & quickly respond to customer queries
- Consistently meet the metrics provided by the program
Education
BS Agriculture - Soil Science
Central Bicol State University of Agriculture
Brgy. San Jose, Pili, Camarines Sur01.2004
Secondary Education -
Unibersidad De Sta. Isabel
Brgy. San Agustin, Pili, Camarines Sur01.2001
Primary Education - undefined
Villamor Airbase Catholic Elementary School
Pasay, Metro Manila01.1997
Skills
- Experienced in Customer Service, Technical Support and Sales Support (Chat, Phone)
- Computer skills with proficiency in MS Office (Word, Excel, Outlook)
- Well accustomed to meeting and interacting with different people
- High-pressure management
Timeline
Latitude Financial Services – Hardship Specialist
Genpact Services LLC
03.2023 - Current
Latitude Financial Services - Customer Service Rep
Genpact Services LLC
12.2021 - 03.2023
Citibank Best Buy- Customer Service Representative
Genpact Services LLC
09.2018 - 12.2021
Subject Matter Expert
Sutherland Global Services, Inc.
03.2013 - 03.2018
Senior Consultant
Sutherland Global Services, Inc.
09.2012 - 03.2013
Consultant
Sutherland Global Services, Inc.
11.2010 - 09.2012
Primary Education - undefined
Villamor Airbase Catholic Elementary School
BS Agriculture - Soil Science
Central Bicol State University of Agriculture
Secondary Education -
Unibersidad De Sta. Isabel
References
- Shiela Marie Batas, Analyst, +63 946.637.160, JPMorgan Chase
- Ma. Christina B., Cayetano, Team Manager, +63 917.650.6649, Quantrics Enterprises inc.
- Ma. Camille Oliver, Case Manager / QA, +63 956.175.8485, IBM Business Services INC