SHEILA MARIE C. ZUÑIGA
CSR / HM Instructor/Pastry Chef
Iligan City
Summary
Seeking to leverage my strong communication skills and customer service expertise to enhance client satisfaction and contribute to team success. Highly self-sufficient and adaptable to remote work, while ensuring compliance with corporate standards and procedures.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Representative
Optimal Solutions
07.2024 - 01.2025
- Assisted clients with credit card transactions, billing inquiries, and account management.
- Addressed customer concerns regarding payments, disputes, fraud prevention, and chargebacks.
- Provided guidance on credit card benefits, fees, and promotional offers. * Processed payment adjustments, refunds, and account updates as needed.
- Maintained accurate records of customer interactions and ensured compliance with financial regulations. * Delivered exceptional customer service through phone, email, and chat support.
- Resolved issues efficiently while ensuring customer satisfaction and retention.
Sales Representative (Inbound and Outbound)
GoHealth360
08.2022 - 06.2024
- Assisted senior citizens and individuals with disabilities in determining SSDI eligibility.
- Educated clients on benefits, application processes, and required documentation.
- Conducted outbound calls to reach potential beneficiaries and provide guidance.
- Maintained accurate records and ensured compliance with SSA regulations.
- Scheduled follow-ups and supported clients throughout the application process.
Appointment Setter
Florida Solar Power Corporation
05.2020 - 06.2022
- Conducted outbound calls to homeowners, offering solar energy solutions.
- Educated potential clients on the benefits of solar power, including cost savings and environmental impact.
- Qualified leads by assessing their energy needs, property suitability, and interest level.
- Scheduled appointments for sales representatives with interested prospects.
- Maintained accurate records of calls, follow-ups, and appointments using CRM tools.
- Handled objections and addressed customer concerns to build interest and trust.
- Met or exceeded daily and monthly appointment-setting targets.
Resort Manager
C Resort
02.2018 - 04.2019
- Managed overall resort operations, ensuring smooth daily functions.
- Supervised staff across all departments to maintain high service standards.
- Handled guest relations, complaints, and experience enhancements.
- Oversaw budgeting, cost control, and revenue optimization. Ensured compliance with safety, health, and hospitality regulations.
ESL Teacher
Acadsoc
06.2017 - 01.2018
- Taught English to young learners through interactive lessons and activities.
- Developed lesson plans focusing on vocabulary, grammar, pronunciation, and conversation skills.
- Used engaging methods such as songs, games, and storytelling to enhance learning.
- Assessed student progress and provided feedback to improve language proficiency.
- Encouraged a fun and supportive learning environment to boost student confidence.
Pastry Chef/Cake Icer/Cake Decorator
Magnolia Bakery
02.2016 - 02.2017
- Executed pastry design and creation, improving bakery quality
- Enhanced team efficiency and presentation skills
- Boosted customer satisfaction through skilled cake decoration
Hospitality Management and Culinary Instructor
St. Michael's College
03.2010 - 12.2015
- Facilitated dynamic instructional sessions in Hospitality Management and Culinary Arts as a tenured instructor, employing a variety of teaching methodologies to cater to diverse learning styles among students
- Served in a tenure-track position, maintaining high educational standards and facilitating student growth in a competitive learning environment
Education
MBA - Business Administration
St. Michael’s College
Iligan, Province Of Lanao Del Norte, Philippines 04.2020 - 01.2023
Bachelor of Science - Hospitality Management
St. Michael’s College
01.2006 - 01.2007
High School Diploma -
La Salle Academy
Iligan, Province Of Lanao Del Norte, Philippines 04.2000 - 01.2001
Elementary - undefined
Holy Child School
01.1996 - 01.1997
Skills
Customer Service & Communication Skills
Sales & Support Skills
Persuasive selling and negotiation skills
Appointment setting and lead generation
Technical & Computer Skills
Soft Skills & Work Ethic
Problem-solving
Active listening
Call management
Time management
Data entry
Data collection
Critical thinking
Seminars Trainings Attended
- VA Training Courses, 02/27/22
- Recipe Costing – Webinar Series, 02/26/22
- E-Bakery Fair 2022 – Virtual Experience, 03/13/21
- Best Selling Cakes 3 Workshop, 03/13/21
Awards Recognition Received
- Customer Service Training – Speaker, 03/01/19, Iligan City, Lanao del Norte, Philippines
- Workshop Seminar – Cupcakes Piping Techniques, 03/01/18, Iligan City, Lanao del Norte, Philippines
- Employee of the Month, 08/01/17, Doha, Qatar
- 5th Placer award - First Diyandi Pastry Cup Dessert Buffet Competition, 09/01/16, Iligan City, Lanao del Norte, Philippines
- Silver Award - Petronas Cooking Showdown Fiesta Celebration, 09/01/15
Personal Information
- Age: 40
- Place of Birth: Lanao del Norte
- Height: 5'3"
- Weight: 80 kg
- Citizenship: Filipino
- Date of Birth: 05/27/84
- Gender: Female
- Marital Status: Single
- Religion: Roman Catholic
Special Skills
- Communication Skills
- Sales Skills
- Customer Service Skills
- Time Management Skills
- Data Entry Skills
Timeline
Customer Service Representative
Optimal Solutions
07.2024 - 01.2025
Sales Representative (Inbound and Outbound)
GoHealth360
08.2022 - 06.2024
Appointment Setter
Florida Solar Power Corporation
05.2020 - 06.2022
MBA - Business Administration
St. Michael’s College
04.2020 - 01.2023
Resort Manager
C Resort
02.2018 - 04.2019
ESL Teacher
Acadsoc
06.2017 - 01.2018
Pastry Chef/Cake Icer/Cake Decorator
Magnolia Bakery
02.2016 - 02.2017
Hospitality Management and Culinary Instructor
St. Michael's College
03.2010 - 12.2015
Bachelor of Science - Hospitality Management
St. Michael’s College
01.2006 - 01.2007
High School Diploma -
La Salle Academy
04.2000 - 01.2001
Elementary - undefined
Holy Child School
01.1996 - 01.1997