SHALLOA
DETAILS
MUNTINLUPA CITY, Philippines--
PROFILE
I am a detail-oriented virtual assistant and customer service advocate with leadership skills and
experience ensuring projects are completed on time with extreme confidentiality. I strive in a fast
pace virtual environment following established procedures and practices to exceed all customer
expectations. I have worked on projects displaying my organizational and administrative skills
resulting in 100% client satisfaction.
EMPLOYMENT HISTORY
Helpdesk Technician Lead, Stefanini, Pasay City
MARCH2021—JUNE2022
• Stefanini is a global company with 30 years of experience in the market, offering a robust
selection of services such as automation, cloud, Internet of Things (IoT), and user experience
(UX).
• Managed a team of Service Desk agents to help them perform their duties and exceed clientset goals.
• In charge of attending client meetings to present the account's performance and collaborate
with the clients on action plans that can help with the team's performance.
• Achieved the highest Customer Service Satisfaction (CSAT) score as a team.
Team Leader, Ibex Global, Mandaluyong City
DECEMBER 2 0 1 9 — MARCH 2 0 2 1
• IBEX Global Solutions provides contact center services and other business process outsourcing
solutions to enterprise customers. The Company specializes in the voice-based contact center
services area where it provides a complete suite of voice-based services to clients.
• Managed a team of Customer Service agents specialized in handling voice Telco account.
• Created coaching logs to monitor the team's performance and data gathering to analyze the
team's strengths and areas of improvement.
• Recognized as Top Overall Supervisor in a cluster.
Resolution Specialist, Amazon Ops, Pasay City
N OV E M BE R 2 0 1 8 — O C TO BE R 2 0 1 9
• Amazon is guided by four principles: customer obsession rather than competitor focus, passion
for invention, commitment to operational excellence, and long-term thinking.
• A Subject Matter Expert with Amazon customer service skills who trained and helped new agents
to easily cope up with the process and skills needed.
• Provided a helping hand to my Team Manager by generating reports through data gathering.
• Identified as an Acting Team Leader during the Team Leader Apprenticeship Program. Handled
2 waves of nesting agents.
Team Leader, VXI Global Philippines, Pasay City
DECEMBER 2 0 1 6 — A U G U S T 2 0 1 8
• VXI Global Solutions provides innovative and transformative customer care and customer
experience (CX) solutions to the world’s leading brands.
• Managed a team of Billing and Customer Service agents specialized in handling voice Telco
account.
• Monitored the team's performance by gathering data through various data tools for continuous
improvement.
• Recognized as Top Overall Supervisor and Top VOC (Voice of the Customer) Supervisor.
Executive Assistant- VXI Site Director
JUNE2016—DECEMBER2016
•
•
•
Personal Executive Assistant to the Site Director of one of the largest BPO company in the
Philippines.
Managed email management and communication, calendar and scheduling, preparing
and creating reports and events planning.
Handled the site’s engagement activities and managed a social media page to boost the
engagement across all employees.
TSR, Teleperformance, Makati City
MARCH2013—JUNE2016
• Teleperformance is a global leader in solution design, business optimization strategies, frontoffice customer support, and back-office services like finance, accounting, collections, and
tech support.
• Technical Support representative expert in addressing technical issues for phone, internet, and
cable reported by customers via phone.
• Proactively assist the team as a point of contact for any knowledge or administrative tasks
needed when the Team Manager is not around.
• Identified as a Nesting Subject Matter Expert and recognized as a Top-Quality Agent.
EDUCATION
Bachelor of Science in Information Management, ABE International College of Business and
Accountancy, Las Piñas City
A P R IL 2 0 0 4— O C TO BE R 2 0 0 4
• ABE International Business College is a premier business and management learning institution
in the Philippines. It is currently considered one of the best colleges for cultivating leadership
education in the country and is continuously working for the progressive improvement of the
students’ learning experience by investing in state-of-the-art facilities and highly competent
educators.
LINKS
Facebook LinkedIn Onlinejobs.ph
SKILLS
Critical thinking and problem solving
Microsoft Office
Leadership Skills
Ability to Multitask
Communication Skills
Organizational Skills
Customer Service Skills
Data Entry
Calendar Management
Amazon Product
Research
Administrative Tasks
Social Media Management
Effective Time
Management
PA RT TIME J O BS
Amazon Product Researcher
OCTOBER 2 0 2 0 — APRIL 2 0 2 1
Pet Parents- Pet Supplies- Washable Dog Diapers
Amazon Product Researcher
January 2 0 2 0 — June 2 0 2 0
Natural Amor- Beauty and Personal Care- Bath Soaps
CO URSES
AT&T Leadership Academy
2 0 16
Amazon E-commerce Product Knowledge and Customer Service
2 0 18
Amazon Resolution Specialist focusing on Retail and Logistics
2018
FedEx Logistics and Customer Service
2019
Product Research
2019
Tactical Arbitrage Navigation
2019
Keepa Tool Basic Navigation
2019
Shopify Basic Navigation
2 0 21
Asana Basic Navigation
2021
Trello Basic Navigation
2021
REFERENC ES
John Jynell Motilla from Executive Virtual Assistant-| -
Fredie
Lech
Insao
from
Ibex
Global
-| -
Jennifer Joy Garcia from Conduent Philippines-| -
John
Ronald
Bernabe
from
Stefanini
-| -
Angel Caunca from Stefanini-| -
Jurylee Tacderas from Amazon Operation Services Philippines-| -
