Shekinah Vi Borla
Education
12-C Sitio N.G.A Lahug Cebu City, Province Of Cebu
Summary
Dynamic Customer Care Representative with a proven track record at Wipro, excelling in first call resolution and active listening. Enhanced customer satisfaction through effective problem resolution and empathy, consistently addressing inquiries and fostering loyalty. Skilled in CRM software and billing coordination, driving positive outcomes in high-pressure environments.
Overview
7
7
years of professional experience
Work History
Customer Care Representative
Wipro
02.2021 - 02.2026
- Managed high call volume with exceptional professionalism and efficiency.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Customer Service Representative
Teleperformance
06.2019 - 12.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
BSED Major in Social Social Studies - Education
Cebu Technological University Main Campus
Corner M.J. Cuenco Ave. & R. Palma St.,Cebu City 04.2001 -
Skills
First call resolution
Empathy and patience
Claims monitoring
Multitasking Abilities
MS office
Workplace professionalism
Problem resolution
Active listening
Payment processing
Billing coordination
CRM software
Timeline
Customer Care Representative
Wipro
02.2021 - 02.2026
Customer Service Representative
Teleperformance
06.2019 - 12.2020
BSED Major in Social Social Studies - Education
Cebu Technological University Main Campus
04.2001 -