SHEILA MAE HERNALIN
Bago City
Summary
Customer service and sales expert who identifies customer needs and delivers effective solution to the problems. Committed to providing high-quality customer care to create a positive customer experience. Personable and under pressure with motivated, energetic nature.
Overview
14
14
years of professional experience
Work History
Virtual Assistant
BRUNTWORKS
Remote
03.2021 - Current
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Facilitated smooth operations with proficient data entry and document management for various projects.
- Maintained a well-organized database system for improved information accessibility in daily operations.
Credit Card Specialist
JP Morgan Chase Bank NA
Cebu City, Province Of Cebu, Philippines
02.2018 - 03.2021
- Built strong relationships with customers to increase retention and loyalty.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
- Provided exceptional customer service, leading to increased client retention rates and positive referrals from satisfied customers.
- Evaluated customer creditworthiness and financial statements to determine credit limits.
Escalation Specialist
Teleperformance
Bacolod City, Province Of Negros Occidental, Philippines
10.2016 - 01.2018
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
Technical Support Representative
Concentrix
Bacolod City, Province Of Negros Occidental, Philippines
10.2014 - 10.2016
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Customer Service Representative
Teleperformance
Bacolod City, Province Of Negros Occidental, Philippines
09.2010 - 10.2014
- 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.
Education
Bachelor of Science - Engineering
Central Mindanao University
Bukidnon, Province Of Negros Occidental, Philippines06-2025
Bachelor of Science - Education
Polytechnic College
Iloilo City, Province Of Iloilo, Philippines04-2003
Skills
- Customer Service
- Communication
- Project Management
- Computer Competency
- Intrapersonal Awareness
- Microsoft office
- Calendar management
- CRM management
- Attention to detail
- Time management
- Multitasking and organization
- Team collaboration
- Task prioritization
Timeline
Virtual Assistant
BRUNTWORKS
03.2021 - Current
Credit Card Specialist
JP Morgan Chase Bank NA
02.2018 - 03.2021
Escalation Specialist
Teleperformance
10.2016 - 01.2018
Technical Support Representative
Concentrix
10.2014 - 10.2016
Customer Service Representative
Teleperformance
09.2010 - 10.2014
Bachelor of Science - Engineering
Central Mindanao University
Bachelor of Science - Education
Polytechnic College