Shiera Nadine Mores
Customer Service Representative / Sales Analyst
Zambales
Summary
Dynamic Customer Service Representative with a proven track record in conflict resolution and customer loyalty enhancement. Expertise in active listening and adaptability drives sales growth and improves overall user experience.
Overview
17
17
years of professional experience
Work History
Customer Service Representative/Inside Sales Representative
Quantrics Enterprises
12.2017 - 02.2026
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
Customer Service Representative /Senior Sales Analyst
Sutherland Global Services
03.2009 - 10.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Bachelor of Science - B.S Food Service And Institutional Management
Uninbersidad De Sta. Isabel
Naga City Camarines Sur 04.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Adaptability and flexibility
Time management
Problem resolution
Decision-making
Appointment scheduling
Account updating
Complaint handling
Customer relationship management (CRM)
Customer satisfaction measurement
Live chat support
Technical support
Customer education
Timeline
Customer Service Representative/Inside Sales Representative
Quantrics Enterprises
12.2017 - 02.2026
Customer Service Representative /Senior Sales Analyst
Sutherland Global Services
03.2009 - 10.2017
Bachelor of Science - B.S Food Service And Institutional Management
Uninbersidad De Sta. Isabel
04.2001 -