Sheila Mae Avila

SHEILA MAE Q. AVILA 13 P. Paterno St. Sta Lucia Novaliches Q.C. Contact No:-/ Email address:-Objective: Seeking a challenging work to contribute to the company using my strong communication and problem-solving skills with my positive attitude and determination. Personal Information: Date of Birth: October 3, 1997 Gender: Female Religion: Roman Catholic Nationality: Filipino Employment Experience: Teleperformance- Customer Service Representative, November 27, 2018 June 4, 2021 Analyze the best resolution that suit to customer’s needs Assisting travelers with their changing travel plans such as trip cancellations, re- bookings, refunds and issuing travel credits  Troubleshooting any customer issues relating to use of the travel website and expertly guiding customers whilst they navigate around the site.  Consistently improve customer satisfaction through expert resolution of conflicts, issues and concerns.  Recognized as one of the top phone agents, was up-skilled for live chat and text messaging   TDCX - Support Ambassador , July 22, 2021- November 5, 2021 Promptly responded to general inquiries from host and a guest via telephone, email and messaging.  Process booking reservations, refunds, cancellation and alteration of a reservation  Handled a host account to manage the listings to enhance the business  Troubleshooting any user’s problem relating to use of the travel credits, coupons and creating a listing through the website  Collective Solution- Customer Service Representative, November 15, 2021May 1, 2022 Handle 90+ calls daily, with duties including retrieving customer data, exhausting all potential service providers available, and canceling services.  Received an average of 90% satisfaction rating every month.  Familiarized with the client’s products and services, including insurance coverage and policies.  Making sure to secure all the services needed by the customer and locate the disabled vehicles using a map.  Thorton - Virtual Assistant, May 9, 2022 - September 15, 2023 Manage client’s emails  Providing customer service by resolving concerns via chat, inbound and outbound calls  Performing market research and content creation  Analyze sales reports and sales trends  Educational Attainment University of Santo Tomas Bachelor of Science Major in Information Technology España, Manila June 2014 – July 2018 SECONDARY University of Santo Tomas España, Manila June 2010 – March 2014 PRIMARY San Gabriel Elementary School Novaliches, Quezon City June 2004 – March 2010 TERTIARY Skills and Qualifications:     Excellent verbal and written English communication skills Express compassion and empathy while developing strategic solutions for solving problems and addressing unsatisfactory customer experiences Self motivating , hardworking and committed to work Highly trainable, willingness to learn, active listening skill and time management abilities Technical Skills:     Highly proficient in GDS Sabre Expertise in Microsoft application (MS Word, Excel , PowerPoint) Specialized in IT Automation Knowledgeable in Cisco configurations and in HTML, CSS, Java (Netbeans) language, MySQL Database, PBasic Language