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Shiela Marie T. Calderon

Valenzuela City | 68 Kay Pandan St. | 1443 Philippines
Mobile : (0939) 807 4813

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Career Objective

Desiring a team leader position, bringing excellent communication and interpersonal skill to be able to direct team
member on achieving the company’s objectives and make them work towards its sustainable business growth.

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Core Qualifications

• Proven experience as call center supervisor or similar supervisory position

• Experience in customer service and technical support
• Proficient in English
• Working knowledge of MS Office
• Tech savvy with knowledge of telephone equipment and relevant computer programs
• Knowledge of performance evaluation procedures
• Outstanding communication and negotiation abilities
• A results-oriented approach
• Excellent organizational and leadership skills
• Ability to work under pressure

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Employment History

Service Desk Analyst 12/2019 – To date

Unisys Mandaluyong, Philippines

Subject Matter Expert / Supervisor 10/2016 – 12/2019

Genpact Quezon City, Philippines

Technical Support Representative 04/2015 – 09/2016

Genpact Quezon City Philippines

Technical Support Representative 11/2010 – 05/2012

Teletech Mandaluyong, Philippines

Customer Service Representative 01/2010 – 10/2010

Sitel Pasig, Philippines

Customer Service Representative 01/2009 – 12/2009

CSJM Valenzuela, Philippines
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Duties and Responsibilities

Supervisor/Team Leader • Ensuring agents understand and comply with all call center objectives,
performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching
opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine
call center goals.
• Working with other supervisors and management team members to support
agents and maximize customer satisfaction.
• Anticipate escalation and take over calls when needed
• Devise ways to optimize procedures and keep staff motivated
• Keep management informed on issues and problems
• Prepare daily/weekly/monthly/annual results and performance reports

Technical Support • Provide daily support to users of various computer systems including
Representative answering questions, analyzing problems, and quickly forming solutions to
return systems to proper operation.
• Communicate clearly and effectively with end users, colleagues, and
management to quickly resolve issues and ensure customer satisfaction.
• Install and maintain hardware, software, and other equipment to meet
client requirements, routinely observe operational performance, and install
security patches and updates when necessary.
• Maintain detailed records of daily interactions with customers, installation
activities, reported issues, and completed solutions along with any further
actions required of management or repair personnel.
• Develop training manuals and troubleshooting procedures to help both
support personnel and end users interact properly with hardware and
software.
• Collaborate with technical staff and clients to establish goals and objectives
for system improvements and upgrades.
• Create and implement new processes to improve efficiency and customer
satisfaction while reducing costs.
• Deliver service and support to end-users using and operating automated
call distribution phone software, via remote connection or over the
Internet;
• Interact with customers to provide and process information in response to
inquiries, concerns, and requests about products and services;
• Gather customer’s information and determine the issue by evaluating and
analyzing the symptoms;
 • Research required information using available resources;
• Follow standard processes and procedures;
• Identify and escalate priority issues per Client specifications;
• Redirect problems to appropriate resource;
• Offer alternative solutions where appropriate with the objective of
retaining customers’ and clients’ business;
• Organize ideas and communicate oral messages appropriate to listeners
and situations;
• Follow up and make scheduled call backs to customers where necessary;
• Stay current with system information, changes and updates

Customer Service • Open and maintain customer accounts by recording account information
Representative
• Resolve product or service problems by clarifying the customer's complaint;
determining the cause of the problem; selecting and explaining the best
solution to solve the problem; expediting correction or adjustment;
following up to ensure resolution
• Maintain financial accounts by processing customer adjustments
• Recommend potential products or services to management by collecting
customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer
information
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive
communication
• Provide accurate, valid and complete information by using the right
methods/tools
• Meet personal/team sales targets and call handling quotas
• Handle complaints, provide appropriate solutions and alternatives within
the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file
documents
• Follow communication procedures, guidelines and policies
• Resolve customer complaints via phone, email, mail or social media
• Use telephones to reach out to customers and verify account information
• Work with customer service manager to ensure proper customer service is
being delivered
• Compile reports on overall customer satisfaction
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Educational Attainment

Tertiary
University of the East
Caloocan City
Bachelor of Science in Accountancy major in Computer based Accounting System
2005-2009

Secondary
Children of Mary Immaculate College Consultancy of Dela Salle University
Valenzuela City
2001-2005

Primary
Children of Mary Immaculate College Consultancy of Dela Salle University
Valenzuela City
1995-2001

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Personal Attributes

Date of Birth 30th October 1989

Place of Birth Manila, Philippines
Age 31 years old
Marital Status Single
Citizenship Filipino

Character reference is available upon request.