Sheena Jacutin

I’ve been in the customer service industry since 2012. With my experience, I was able to develop myself for being a customer-oriented person. I am friendly and good in dealing with associates younger or older than me. I have the willingness to learn, to be trained and can work with minimal to no supervision.

• Expert with Phone, Chat and Email Support
• Experience in the following ticketing tools: Freshdesk, Kayako and Zendesk
• Experience in using Live Chat Application
• Experience in using the following CRM Tools : Volusion and Magento
• Experience in handling customers from Amazon Seller Central and Google Merchant
• Experience in using of HipChat and Slack as mode of communication
• Experience in Data Entry
• Experience in handling customer complaints and escalations posted in the following platforms:

1. Reseller Ratings
2. Better Business Bureau
3. Google Reviews
4. Yelp
5. Facebook

• Promoted as CS Supervisor, then as CS Manager

1. Leading, supervising and managing 9 to 13 customer support agents
2. Sorting of applications and resumes and conducting interviews
3. Training new employees who applied for the customer service position
4. Handling complaints and escalations from the customers, from the CS team and from the upper management
5. Conducting investigation and on-the-spot coaching to agents for issues that need urgent attention
6. Creating weekly, monthly and yearly performance report of the agents
7. Acting as Quality Assurance Specialist for the CS Team
8. Arranging Customer Service Team Schedule
9. Conducting Focus Group and 1-on-1 Discussion for the CS Team

• Experience in administrative tasks such as but not limited to:

1. Creating training manual, modules and guidelines
2. Writing "How To" articles for company's internal use
3. Creating FAQ's for company's internal use

Other Skills :

• Good communication skills both oral and written
• Detail-oriented person
• Knowledgeable with MS Office (Excel/Word/Power Point/Outlook) and GSuite (Google Docs, Google Sheets, Google Slides, Google Drive, Gmail)
• Touch Typing skill of 70 to 80 WPM
• Excellent multitasking skills