Sheila Cerbito
Imus City, Cavite
Summary
Dynamic customer service professional with a proven track record at TTEC, adept at resolving conflicts and enhancing customer loyalty. Skilled in active listening and critical thinking, I excel in high-pressure environments, ensuring customer satisfaction while efficiently managing inquiries and complaints. Proficient in data entry and committed to delivering exceptional service experiences.
Overview
11
11
years of professional experience
Work History
Customer Service Representative (US Retail)
TTEC
01.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative (Travel Account)
IGT Solutions
10.2021 - 12.2022
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Store Supervisor
World Balance International Inc.
04.2015 - 10.2021
- Supervised daily operations by directing customer service, inventory and sales operations.
- Maintained high standards of store appearance by enforcing cleanliness guidelines, organizing merchandise displays, and scheduling routine maintenance tasks.
- Conducted inventory analysis to determine optimal stock levels.
- Supervised daily store activities to ensure smooth operations, proper staffing levels, and adequate inventory control.
Store Associate
Sports Central Inc.
10.2014 - 03.2015
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Maintained a clean and safe shopping environment for customers through regular cleaning and monitoring of store conditions.
- Utilized strong multitasking abilities to manage multiple responsibilities simultaneously during busy periods.
- Increased customer satisfaction by providing efficient and friendly service while handling transactions.
Education
High School Diploma -
General Emillio Aguinaldo National High School
Imus, Province Of Cavite, Philippines04-2013
Skills
- Client support
- Attentive listening ability
- Problem-solving skills
- Detail-oriented data management
- Proficient in computer applications
Timeline
Customer Service Representative (US Retail)
TTEC
01.2023 - Current
Customer Service Representative (Travel Account)
IGT Solutions
10.2021 - 12.2022
Store Supervisor
World Balance International Inc.
04.2015 - 10.2021
Store Associate
Sports Central Inc.
10.2014 - 03.2015
High School Diploma -
General Emillio Aguinaldo National High School
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