Sherilyn Amores
Davao City
Summary
Dynamic and results-oriented professional with extensive experience as a Customer Service Representative at IQor and Sales Associate at SM. Excelled in resolving high-stress situations, enhancing customer loyalty, and streamlining order processes. Skilled in Microsoft Excel and building rapport, I significantly improved customer satisfaction and operational efficiency.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
IQor
02.2021 - 02.2025
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Sales Associate
SM
01.2016 - 04.2019
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
Education
Graduate Certificate - Bachelor Science Secondary Education
Sto Nino National High School
Sto Nino Tugbok District Davao City04.2019
Skills
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Complaint handling
- Conflict resolution
- Microsoft Excel
- Payment processing
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Appointment scheduling
- Order processing
- Documentation
- Administrative support
- Data collection
- Microsoft PowerPoint
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Building rapport
- Live chat support
- Multi-line phone talent
- Order fulfillment
- Account management
- Reading comprehension
- Office equipment proficiency
- Retail store support
- Service standard compliance
- Escalation management
- Shipping and logistics
- POS systems expert
- CRM software proficiency
- Delivery scheduling
Timeline
Customer Service Representative
IQor
02.2021 - 02.2025
Sales Associate
SM
01.2016 - 04.2019
Graduate Certificate - Bachelor Science Secondary Education
Sto Nino National High School
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