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 -
10.2013 - 10.2015
Skills
Complaint resolution
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