SHELLA MAE TUMOG
Sales Associate
Caloocan City, Metro Manila
Summary
Sales Associate handling high-volume customer support for 50+ customers per day, resolving 50+ billing cases per week with a focus on billing questions, payment processing, and account discrepancy resolution. Manages Excel and Google Sheets to update 50+ records per week, keeping records accurate, organized, and ready for follow-up. Strengthens customer satisfaction by balancing speed, clear policy guidance, and consistent documentation.
Overview
5
5
years of professional experience
Work History
Sales Associate
Clevrcomm
03.2026 - Current
- Update shared spreadsheets to keep sales records current and easy to review.
- Identify process improvements that reduce repetitive follow-up work and improve team flow.
- Support sales conversations by explaining available options and confirming customer needs clearly.
- Maintain accurate documentation for customer interactions, updates, and completed follow-up actions.
- Track account activity and status changes to keep customer information current.
- Use spreadsheet reports to review sales activity, customer trends, and follow-up needs.
- Reconcile customer accounts by verifying balances, payment history, and record accuracy.
- Follow established procedures for handling customer requests in a remote work environment.
- Adjust communication approach to match customer needs, account status, and issue complexity.
- Communicate professionally with customers to clarify details, confirm expectations, and close routine requests.
Customer Service Agent
Alorica
09.2025 - 02.2026
- Resolved 10 customer cases daily while maintaining a positive, service-focused experience for each caller.
- Delivered courteous customer support across high-volume interactions, balancing urgency, accuracy, and satisfaction throughout the shift.
- Applied strong attention to detail to manage multiple tasks and projects simultaneously without losing track of priorities.
- Explained billing terms, payment processing steps, and support policies clearly to help customers resolve questions faster.
Operations Supervisor
Teleperformance
01.2025 - 08.2025
- Reviewed monthly documentation checks to maintain accuracy and consistency across workflow records.
- Tracked weekly KPI reports in spreadsheets to monitor team performance and support timely follow-up.
- Supervised daily operations and coordinated workload distribution to keep team activities on track.
- Coached team members to meet deadlines and maintain quality standards during routine work.
- Maintained accurate workflow records and supported consistent documentation across daily processes.
Content Moderator
Teleperformance
06.2024 - 01.2025
- Tracked records daily for accuracy and consistency under strict time limits.
- Reviewed cases weekly for policy compliance and flagged questionable content for further review.
- Reviewed large volumes of data for compliance with platform guidelines and flagged unusual activity for escalation.
- Maintained accuracy and consistency in decision-making while meeting tight turnaround expectations.
- Reported monitoring metrics and documented irregular patterns to support team follow-up and case resolution.
Sales Representative
Aquiras Inc.
08.2021 - 06.2024
- Maintained accurate records of leads, sales, and client interactions in CRM and spreadsheets.
- Followed up consistently with prospects to support sales target attainment.
- Applied disciplined tracking to organize daily pipeline activity and strengthen reporting accuracy.
Education
Senior High School - undefined
Notre Dame of Trece Martirez
Trece Martires City, Cavite01-2021
Junior High School - undefined
Kalian National High School
Kalian Margosatubig, Zamboanga del Sur01-2019
Skills
- Data accuracy
- Effective time management
- Workflow coordination
- Team coaching
- Escalation handling
- Performance coaching
- KPI tracking
- Documentation control
- Compliance monitoring
- Spreadsheet reporting
- Customer account reconciliation
- Process improvement
- Excel
Timeline
Sales Associate
Clevrcomm
03.2026 - Current
Customer Service Agent
Alorica
09.2025 - 02.2026
Operations Supervisor
Teleperformance
01.2025 - 08.2025
Content Moderator
Teleperformance
06.2024 - 01.2025
Sales Representative
Aquiras Inc.
08.2021 - 06.2024
Junior High School - undefined
Kalian National High School
Senior High School - undefined
Notre Dame of Trece Martirez