Summary
Overview
Work History
Education
Skills
Work Availability
Accomplishments
Languages
Work Preference
Affiliations
Certification
Quote
Software
Interests
Timeline
Hi, I’m

SHIELA BATALLONES

Rizal
SHIELA BATALLONES

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.


To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.



Overview

14
years of professional experience

Work History

IGT Solutions

Travel Agent I
08.2023 - 06.2024

Job overview

  • Arranged travel accommodations for groups, couples, executives, and special needs clients.
  • Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
  • Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
  • Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
  • Implemented a new online booking platform, making it easier for clients to browse and reserve travel options independently while still receiving personalized support from the agency.

Concentrix

Sales Advisor I
02.2021 - 07.2023

Job overview

  • Provided expert product knowledge to customers, leading to informed purchasing decisions and increased satisfaction levels.
  • Increased sales by establishing rapport with customers and identifying their needs.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Handled difficult situations professionally by addressing customer complaints and finding mutually beneficial solutions, preserving long-term relationships.

Sitel

Customer Service/Technical Support/Billing
08.2014 - 02.2018

Job overview

  • 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.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.

Teleperformance

Customer Service Representative
03.2014 - 08.2014

Job overview

  • 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.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Results Companies

Customer Service Representative
07.2013 - 03.2014

Job overview

  • 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.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Responded proactively and positively to rapid change.

Teleperformance

Customer Service Representative
11.2010 - 07.2013

Job overview

  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Education

Batanes State College
Basco, Batanes Philippines

Bachelor of Science from Elementary School Teaching
03.2010

University Overview

Skills

  • Itinerary Planning
  • High volume environments
  • Geography Knowledge
  • Travel Arrangements
  • Customer Service
  • Payment Processing
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

Accomplishments
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.

Languages

English
Upper intermediate (B2)

Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Healthcare benefitsPaid sick leaveCareer advancementWork-life balanceWork from home optionPersonal development programs

Affiliations

Affiliations
  • Certificates

Certification

CSR Certificate from Teleperformance (November 2010 - July 2013)

CSR Certificate from Results Company (July 2013 - March 2014)

CSR Certificate from Teleperformance (March 2014 - August 2014)

Certificate of Completion of Video Repair Tech support (October 11, 2014)

Project Verte VOC Excellence (June 2017)

Certificate for Completing Product Specific training for ATT Mobility Sales and Service (March 30, 2021)

Certificate of Achievement United Airlines North American Sales Reservations Training with Best Award (November 10, 2023)

Quote

There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin

Software

Social Media/ Microsoft/ Email

Interests

I am excited about the opportunity to contribute my expertise to the position I am qualified for, and open for learning new things

Timeline

Travel Agent I
IGT Solutions
08.2023 - 06.2024
Sales Advisor I
Concentrix
02.2021 - 07.2023
Customer Service/Technical Support/Billing
Sitel
08.2014 - 02.2018
Customer Service Representative
Teleperformance
03.2014 - 08.2014
Customer Service Representative
Results Companies
07.2013 - 03.2014
Customer Service Representative
Teleperformance
11.2010 - 07.2013
Batanes State College
Bachelor of Science from Elementary School Teaching

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SHIELA BATALLONES