Sheena Mae Calabit
Davao City
Summary
As a dedicated and passionate professional with extensive experience in customer service and technical support within the healthcare sector, I am eager to bring my skills to your team. My commitment to providing exceptional service, combined with my ability to lead and support operations, makes me an ideal candidate for becoming a Virtual Assistant. I am excited about the opportunity to contribute to your mission of delivering outstanding care and support to clients.
Overview
2
2
years of professional experience
Work History
Operations Supervisor
Teleperformance
11.2025 - 08.2026
- Implemented strategies to encourage continuous improvement and foster innovative thinking among team members.
- Formulated key performance indicators to enhance accountability and drive performance excellence.
- The ability to give constructive feedback without de-motivating the agent.
- Facilitated resolution of internal team conflicts and addressed escalated customer complaints beyond agent capabilities.
- Supervised daily operations to ensure adherence to service level agreements and quality standards.
Customer Service Representative (Health Care)
Teleperformance
07.2024 - 08.2025
- Exhibited strong command of written and verbal English, enhancing clarity and professionalism in all communications.
- Maintained professionalism and composure while addressing concerns of angry or frustrated customers.
- Leveraged knowledge base effectively to source answers, ensuring timely problem resolution and enhancing team productivity.
- Managed escalated issues effectively, demonstrating strong problem-solving skills and conflict resolution techniques.
- High emotional intelligence, patience, and the ability to remain calm under pressure.
- Recognized as Employee of the Month for outstanding service.
Technical Support Representative
Teleperformance
02.2024 - 06.2024
- Developed troubleshooting guides, streamlining support processes and training
- Resolved technical issues across multiple platforms, enhancing customer satisfaction and retention.
- Provided comprehensive support for software applications, ensuring efficient troubleshooting and user guidance.
Education
Bachelor of Science - Criminology
University of Southern Mindao
Kabacan, North Cotabato01-2022
Skills
- HIPAA Compliance
- Patient Communication
- Appointment Scheduling
- Telehealth Support
- Operations management
- Patient Coordination
- Multitasking
Timeline
Operations Supervisor
Teleperformance
11.2025 - 08.2026
Customer Service Representative (Health Care)
Teleperformance
07.2024 - 08.2025
Technical Support Representative
Teleperformance
02.2024 - 06.2024
Bachelor of Science - Criminology
University of Southern Mindao