SHEENA G. JACUTIN
Job Intention :
Customer Service Representative
Education Background
2007 - 2011 Brokenshire College, Madapo Hills, Davao City
Major course: Bachelor of Science in Nursing
Philippine Nursing Licensure Exam Passer
Work experience
CONCENTRIX - DAMOSA | Feb. 2012 - Jun. 2013 | Technical Support Representative
Provides technical phone/chat/email support for networking equipment
CONCENTRIX - DAMOSA | Jun. 2013 - Sept. 2015 | Quality Assurance Specialist
Monitors phone/chat/email transactions of the technical support representatives to ensure
customers’ satisfaction was given while abiding the company’s rules and policies
Provides one-on-one coaching with the representative to discuss the strengths and
opportunities to help them improve their customer service skills
Personal
COMPANDSAVE.COM | Sept. 2015 - Jun. 2016 | Customer Service Representative
information
Worked home-based as a customer service representative assisting the customers placing
orders over the phone and submitting RMA requests
Birthday:-
Provides customer support through phone, chat and email
COMPANDSAVE.COM | Jun. 2016 - Jun. 2017 | Customer Service Supervisor
Location: Davao City, Philippines
Nationality：Filipino
Tel : -
Email:-
Handled 13 customer service representatives
Answers escalations from the team and investigate customer’s problem and find solutions
Hire, train and terminate non-performing agents
Compile reports on overall customer satisfaction
Monitors agents’ performance and reports directly to the Operations Manager
COMPANDSAVE.COM | Jun. 2017 - Mar. 2018 | Part-Time Quality Assurance Specialist
Address: PH4A 26 Lilac St., El Rio
Vista Village, Bacaca Rd., Davao
City, Philippines, 8000
Monitors phone/chat/email transactions of the team to ensure excellent customer service was
givent to the customers
Provides feedback directly to the team leads and management for the team leads to coach the
agents
COMPANDSAVE.COM | Mar. 2018 - PRESENT | Customer Service Manager
Self-evaluation
Works home-based, managing 8 customer service agents and 2 customer service supervisors
Acts as a Quality Assurance Specialist to ensure adherence of company’s process and policies,
while providing feedback directly to the agents
I am very optimistic and cheerful, I can
quickly
integrate
into
the
work
Works directly with the Higher Management and discusses KPI of the team
Hires, train and terminate non-performing agents
environment. I am a person with good
logical thinking ability and teamwork
ability, who have the ability to quickly
analyze and solve problems. To improve
work efficiency, communication is my
strength and it is my specialty to solve
problems in time!
Professional Skills
1. Experienced in using different tools such as Volusion, Magento, Zendesk, Live Chat,
Confluence, Slack, HipChat
2. Proficiency with Microsoft Office Tools, Google Sheets, Google Drive
3. Typing speed of 70-80 WPM
