SHEILA MARIE VICENTE
138 Doneza St. Balubaran, Malinta,,Valenzuela City
Summary
Customer Service Representative skilled in managing multichannel support and call handling. Maximises customer satisfaction by promptly addressing service issues and fulfilling orders. Maintains accurate records to drive continuous improvement and insights.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
HCL Technologies Philippines
Taguig City
09.2016 - I currently work here
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Built rapport with customers through courteous and professional communications.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Assisted in fulfilment of customer orders placed online and by telephone.
Customer Service Representative
Concentric Daksh
Makati City
06.2012 - 05.2015
- Attended to incoming enquiries within target timeframes.
- Attended regular training to enhance performance and expand knowledge.
- De-escalated negative correspondence to achieve positive outcome.
- Collected and updated accurate customer information to generate meaningful insights.
- Tailored communication style to suit diverse customer demographics, ensuring clarity and positive rapport.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
High School Science Teacher
St. Mary's College of Meycauayan
Meycauayan City, Bulacan
06.2009 - 04.2012
- Planned and prepared high-quality lessons, engaging and motivating students to maximise learning potential.
- Set positive expectations for students' behaviour, establishing high standard of discipline through well-focused teaching.
- Adapted teaching strategies based on continuous assessment, maximising student engagement and achievement.
- Managed classroom environments effectively, creating a safe and inclusive space for all learners.
- Adapted teaching methods to meet changing needs of classes and individuals.
- Maintained up-to-date records of student progress, facilitating targeted support where necessary.
- Built student confidence through interactive teaching and conducting character-building exercises.
Education
Bachelor of Science - Major in Science, Minor in Mathematics
University of Caloocan City
Caloocan City 04.2009 - 04.2009
Skills
- Customer service
- Conflict resolution
- Active listening
- Call handling
- Order fulfillment
- Multichannel support
- Multi-tasking
- Problem solver
- Basic computer knowledge
- Written and verbal communication skills
Timeline
Customer Service Representative
HCL Technologies Philippines
09.2016 - I currently work here
Customer Service Representative
Concentric Daksh
06.2012 - 05.2015
High School Science Teacher
St. Mary's College of Meycauayan
06.2009 - 04.2012
Bachelor of Science - Major in Science, Minor in Mathematics
University of Caloocan City
04.2009 - 04.2009