Sheena Mae Pedrosa

Over four years’ experience in business process outsourcing industry with strong interpersonal skills, customer orientation, team interaction, analytical and decision making skills. Exemplary problem-solving skills; able to identify problems and implement corrective processes. 0 Professional Experience April 2013 – September 2017 Customer Service Representative Teleperformance Philippines Responsibilities: Sheena Mae C. Pedrosa  Personal Information    Pagadian City, Zamboanga del Sur, Philippines, 7016    -  - Achievements:  Consistent in being one of the top 3 Customer Service Representative in the account.  Contributed 35% of the whole site's performance. July 20, 1988 Career Objective To exceed expectations on my job with January 2009 – May 2012 Assistant Registrar November 2007 – December 2008 Secretary of the Administrator/Registrar minimal supervision and to be effective on the things I do for myself and for the company. Hard Skills (Novice)  Programming Logic  Data Structure  Networking  Software Installation  Troubleshooting Resolved 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. Contributed to team effort by accomplishing related results as needed. Managed large amounts of incoming calls. Built sustainable relationships of trust through open and interactive communication. Provided accurate, valid and complete information by using the right methods/tools. Met personal/team sales targets and call handling quotas. Assigned to assist and coach the new hires on the production floor especially during nesting period. Handled the team if the manager/supervisors were not around. Philippine Paramedical &Technical School-Pagadian Campus Responsibilities:  Managed and supervised the operations of the admissions and registration, articulation and assessment services and information services units within the office.  Trained 6 Administrative Assistants in customer service and other office procedures. Achievements:  Entrusted to act as a school registrar despite the current educational attainment.  Earned Php 2,000,000+ worth of TESDA scholarships through the funding of government officials. PPTS-Pagadian Campus Responsibilities:  Maintained diaries and arranged appointments  Typed, prepared and collated reports  Managed databases  Prioritized workloads  Implemented new procedures and administrative systems  Acted as a receptionist and/or meeting and greeting clients and students Achievements:  Been proficient to different departments (e.g. cashier, registrar, and librarian) with a very minimal training and supervision. Soft Skills  Adaptability  Ability to work under pressure  Conflict Resolution  Committed  Communication  Critical Thinking  Decision making  Determination  Detail-oriented  Flexible  Integrity  Leadership  Result-oriented  Teamwork Education June 2012 – October 2014 Systems Technology Institute College, Cebu City, Philippines Bachelor of Science in Information Technology    June 2006 – October 2007 Demonstrate proficiency in basic computing and networking skills relevant to small office/home environments. Design and develop database management systems for common business challenges. Apply a variety of technological and managerial theories, tools, and techniques to ultimately enhance business systems. Systems Technology Institute – Pagadian Campus, Pagadian City, Philippines Bachelor of Science in Information Technology    June 2005 – March 2006 The two-year Information Technology program provides students with programming skills in various high-level languages for a startup career in the information technology field. The program also hones the students' communication skills relevant to technical customer service environments. Solve IT-related problems, develop algorithms, and write structured computer programs through the use of various programming languages. Implement data models using database programs. Mindanao State University – Iligan Institute of Technology, Iligan City,Philippines Bachelor of Science in Physics Date of Availability Available anytime. Character Reference Gemma Perez DEAN STI College – Cebu City - Joevelyn Q. Alpuerto Team Leader Sykes- Philippines -