SHEENA MARIE CELINO
SULTAN KUDARAT - CITY OF TACURONG,REGION XII (SOCCSKSARGEN)
Overview
12
12
years of professional experience
Work History
Appointment Setter
W.Charter Solutions
04.2024 - 04.2025
- Managed inbound and outbound calls with potential clients, fostering strong relationships.
- Scheduled appointments for sales representatives, optimising their schedules and increasing appointment rates.
- Scheduled phone calls between potential customers and sales representatives.
- Utilised CRM software to record client information, facilitating timely follow-ups.
- Documented calls in detail for future reference by contact centre and field personnel.
- Assisted in developing cold calling scripts, which contributed to higher engagement rates.
- Prioritised tasks effectively, managing multiple calendars without scheduling conflicts.
- Contributed to team meetings with constructive feedback and innovative ideas.
Compliance Officer
Focusinc Group Corp.
10.2021 - 05.2023
- Monitored drivers to confirm the timely delivery of medications.
- Assigned efficient routes to drivers for optimal medication delivery.
- Checking and ensuring all the medications were picked up and distributed correctly.
Customer Service Representative
Sutherland Global Services
08.2019 - 03.2020
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Tailored communication style to suit diverse customer demographics, ensuring clarity and positive rapport.
Customer Service Representative (Dispute team))
Telus International Philippines
11.2017 - 03.2018
- Enhanced customer satisfaction by promptly resolving service issues to maintain loyalty.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Resolved customer service inquiries quickly and accurately to enhance customer experience.
- Provided assistance on product-related questions, feedback, and complaints to ensure customer understanding.
Data Encoder
ICall Outsourcing
02.2013 - 09.2013
- Scanned documentation and entered into database to maintain accurate records.
- Verified and updated account information in company computer system.
- Compared source documents to verify accuracy of data.
- Corrected errors in data to prevent duplication across systems.
- Provided administrative support by compiling and sorting information for efficient data entry and reporting.
Education
Foundation Degree in Science - Bachelor of Science in Hotel and Restaurant Management
System Technology Institute (STI)
Tacurong, SUK2019
Skills
- Customer relationship management
- Appointment scheduling
- Call handling
- Cold calling
- Data entry
- Task prioritization
- Team collaboration
- Conflict resolution
- Feedback implementation
- Client interaction
- Customer Service
- Email communication
- Lead generation
Timeline
Appointment Setter
W.Charter Solutions
04.2024 - 04.2025
Compliance Officer
Focusinc Group Corp.
10.2021 - 05.2023
Customer Service Representative
Sutherland Global Services
08.2019 - 03.2020
Customer Service Representative (Dispute team))
Telus International Philippines
11.2017 - 03.2018
Data Encoder
ICall Outsourcing
02.2013 - 09.2013
Foundation Degree in Science - Bachelor of Science in Hotel and Restaurant Management
System Technology Institute (STI)