Summary

Overview

Work History

Education

Skills

Timeline

Shiela Mae Peñaredonda

Bacoor

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.

Overview

7

7

years of professional experience

2

2

years of post-secondary education

Work History

Logistics Specialist, CarsArrive

Saperium

Taguig, Metro Manila

12.2022 - Current

Managed over 150 cases per day
Issued timely and accurate responses to both internal and external inquiries.
Increased productivity by 10%

Team Leader, AT&T Mobility Sales and Service | AT&

VXI Global Solutions, LLC

Pasay, Metro Manila

12.2019 - 10.2022

Managed team of18-20 agents, providing real time support, live call monitoring and development coaching.
Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Promoted high standards through personal example to help each member understand expected behaviors and standards.
Communicated KPIs outlined in monthly plan to inform employees of expectations and deliverables.
Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Developed effective improvement plans in alignment with goals and specifications.

Customer Sales and Service Expert

TSA PHILIPPINES

Pasay, Metro Manila

05.2019 - 12.2019

Handled over 50 customer calls per day.
Provide friendly and helpful responses to customer support tickets via email and chat, jumping in to assist when needed, and making sure the overall customer experience is a priority.
Solved customer challenges by offering relevant products and services.
Assessed customer needs and utilized suggestive selling techniques to drive sales.
Processed orders, service requests and applied information to customers.
Generated new sales leads to achieve and exceed monthly sales goals.

Customer Service Representative, Travel Account

Teleperformance

Paranaque, Metro Manila

06.2016 - 12.2018

Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
Offered advice and assistance to customers, paying attention to special needs or wants.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Education

High School Diploma -

Bataan Peninsula State University, Dinalupihan, Philippines

10.2013 - 10.2015

Skills

Complaint resolution

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Timeline

Logistics Specialist, CarsArrive - Saperium

12.2022 - Current

Team Leader, AT&T Mobility Sales and Service | AT& - VXI Global Solutions, LLC

12.2019 - 10.2022

Customer Sales and Service Expert - TSA PHILIPPINES

05.2019 - 12.2019

Customer Service Representative, Travel Account - Teleperformance

06.2016 - 12.2018

Bataan Peninsula State University - High School Diploma,

10.2013 - 10.2015