Sarah Jane Casinillo-| - | Cebu City, Philippines
OBJECTIVE
Customer service professional with 8 years of experience in the BPO industry, seeking to transition into a
Virtual Assistant role. Adept at handling client communications, administrative tasks, and CRM
management. Highly organized, tech-savvy, and skilled in multitasking to support businesses remotely.
Excited to leverage my customer service expertise and problem-solving skills to provide efficient and highquality virtual assistance.
SKILLS
• Strong verbal and written communication skills
• Email and calendar management (Outlook)
• Data entry, documentation, and file
organization
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Preparing reports and presentations
Basic graphic design (Canva)
Time management and multitasking
Billing and financial support
WORK EXPERIENCE
Teleperformance, Philippines
Nov 2016 - Nov 2019
Technical Support Representative
Diagnose and resolve issues related to telephone lines, and network connectivity. Log and track service
requests in ticketing system. Escalate complex issues to field technicians or higher-level support when
necessary. Monitor telephony systems for outages or performance issues.
Chat Support Specialist
Nov 2019 - Mar 2020
Manage multiple, concurrent chat sessions, ensuring a high standard of customer interaction without
compromising response time or quality. Guide customers through the installation and initial setup. Assist
with Wi-Fi connectivity issues, network configurations, and router settings to ensure optimal performance.
Synchrony Financial
Oct 2020 - Mar 2025
Collections Representative
Manage delinquent accounts and initiate contact with customers via phone to secure outstanding payments.
Provide account details, payment options, and settlement plans tailored to customers' financial situations.
Handle disputes and escalations while maintaining compliance with legal and ethical standards.
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Floorwalker – Providing immediate assistance on process questions to those non-proficient agents.
Asia Chat Support – Sharing expertise through chat support related to process questions across
Collections site in Asia.
Peer Mentor – Assist new employees by guiding them in the process and improve performance.
Performance Specialist - Provides feedback and coaching sessions to improve employee skills and
productivity. Creates reports on performance trends and recommends strategies for better results.
EDUCATION
Talisay City College
Bachelor of Elementary Education Major in Special Education
Licensed Professional Teacher
