SHEENA MAE PARADERO
Customer Service Representative
BACOLOD CITY (Capital)
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
QA Analyst
IQor(Apprenticeship)
12.2024 - 03.2025
- Monitored and evaluated customer interactions (calls, chats, emails) for compliance with quality standards.
- Used scorecards and QA tools to assess agent performance and service delivery.
- Provided constructive feedback and coaching to improve agent communication and customer handling skills.
- Identified performance trends and recurring issues to recommend training or process improvements.
- Collaborated with team leaders and operations to align QA insights with business goals.
- Prepared quality reports and performance summaries for management review.
- Ensured adherence to company policies, scripts, and customer service protocols.
Customer Service Representative
IQor(Frontier Airlines)
09.2021 - 03.2025
- Handled customer inquiries through Facebook, Twitter, and Instagram with professionalism and empathy.
- Assisted with domestic flight bookings, modifications, and cancellations via social media platforms.
- Addressed baggage concerns, including reports of lost or damaged items.
- Processed refund and reimbursement requests related to baggage issues and flight disruptions.
- Delivered timely and accurate responses while maintaining the airline’s brand voice and tone.
- Coordinated with internal departments to resolve complex travel and baggage issues efficiently.
Customer Service Representative
IQor(Dr. Leonards)
08.2020 - 08.2021
- Handled inbound calls for online order entry and assisted customers with placing orders.
- Managed order modifications, status inquiries, and tracking updates.
- Resolved billing concerns and explained charges related to credit-based purchases.
- Assisted customers with credit loan account questions, including payments and statements.
- Provided clear and accurate information to ensure a smooth online shopping experience.
- Maintained a high level of professionalism and accuracy in a fast-paced e-commerce environment.
Customer Service Representative
Iqor(AMerimark)
07.2018 - 01.2020
- Handled inbound calls for online order entry and assisted customers with placing orders.
- Managed order modifications, status inquiries, and tracking updates.
- Resolved billing concerns and explained charges related to credit-based purchases.
- Assisted customers with credit loan account questions, including payments and statements.
- Provided clear and accurate information to ensure a smooth online shopping experience.
- Maintained a high level of professionalism and accuracy in a fast-paced e-commerce environment.
Customer Service Representative
Teleperformance(Expedia)
12.2017 - 01.2018
- Assisted customers with booking flights, hotels, and car rentals for both domestic and international travel.
- Handled flight and hotel reservation changes, cancellations, and special requests.
- Resolved customer concerns regarding travel itineraries, pricing, and availability.
- Provided support for car rental inquiries, including modifications and policy explanations.
- Ensured accurate and efficient processing of refunds and travel credits.
- Delivered prompt and professional service to ensure customer satisfaction with every interaction.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Associate of Arts - Mass Communication
University of Negros Recoletos
Bacolod City, Ph 05.2015 - 01.2018
Skills
Strong organizational and time management
Timeline
QA Analyst
IQor(Apprenticeship)
12.2024 - 03.2025
Customer Service Representative
IQor(Frontier Airlines)
09.2021 - 03.2025
Customer Service Representative
IQor(Dr. Leonards)
08.2020 - 08.2021
Customer Service Representative
Iqor(AMerimark)
07.2018 - 01.2020
Customer Service Representative
Teleperformance(Expedia)
12.2017 - 01.2018
Associate of Arts - Mass Communication
University of Negros Recoletos
05.2015 - 01.2018
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