Sheila Sales
Valenzuela City
Summary
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
iConnect Convergence Inc.
Quezon City
04.2016 - Current
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Identified opportunities for upselling additional products or services based on customer needs.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Quality Assurance Analyst
iConnect Convergence Inc.
Quezon City
04.2016 - Current
- Reported issues in a timely manner with accurate descriptions and steps to reproduce them.
- Participated in daily scrum meetings providing status updates on projects assigned.
- Developed, documented, and executed manual tests for web-based applications.
- Prepared and analyzed internal and external quality reports for management staff review.
- Established quality metrics and benchmarks to measure and report on product quality and testing progress.
Retention Customer Service Representative
PacificHub Corp
Pasig City
04.2010 - 02.2016
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Evaluated existing processes and procedures for improvement opportunities.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Transcriptionist
ePLDT Ventus
Quezon City
05.2008 - 09.2009
- Reported issues in a timely manner with accurate descriptions and steps to reproduce them.
- Participated in daily scrum meetings providing status updates on projects assigned.
- Developed, documented, and executed manual tests for web-based applications.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Replayed dictation tapes to verify contextual accuracy of reports.
Education
Some College (No Degree) - Electrical, Electronics And Communications Engineering
University of The East
Caloocan Skills
- Complaint resolution
- Account updating
- Scheduling
- Proofreading
- Report transcription
- Refunds processing
- Dispute resolution
- Merchandise upselling
- Documentation
- Grammar
- Report creation
- Customer consulting
- Call center operations
Timeline
Customer Service Representative
iConnect Convergence Inc.
04.2016 - Current
Quality Assurance Analyst
iConnect Convergence Inc.
04.2016 - Current
Retention Customer Service Representative
PacificHub Corp
04.2010 - 02.2016
Transcriptionist
ePLDT Ventus
05.2008 - 09.2009
Some College (No Degree) - Electrical, Electronics And Communications Engineering
University of The East