- Reply rate:
- 100.0%
- Availability:
- Full-time (40 hrs/wk)
- Age:
- 29 years old
- Location:
- Las Pinas, Ncr, Philippines
- Experience:
- 9 years
Sheen Marie Gangcuangco Bolanos
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CORE COMPETENCIES
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Leadership: Escalation Management, Team Supervision, Mentorship & New Hire Training
Operations: Fraud/Risk Analysis, Business Process Improvement, Knowledge Management
Technical: Microsoft Office, GSuite, Atlassian/Confluence, Lexis Nexis, JAMOVI Statistical Analysis
Languages: English (Fluent), Filipino (Native), Filipino Sign Language (Level 1)
PROFESSIONAL EXPERIENCE
PayPal Philippines | Alabang, Muntinlupa Internal Consultancy and Advice Supervisor | 2022 – 2026
● Global Training & Leadership: Spearheaded training initiatives for in-house and partner sites in Manila, Bangalore,
and Mumbai. Personally trained new agents and supervisors in Mumbai from May–August 2025 and remotely for
all other sites
● Process Excellence and Knowledge Management: Consultant for Business Process Analysts, facilitating systems
migration and improving agent experience through-.
● High-Level Escalations: Managed VP-level escalations and served as a consultant for Global Customer
Complaints and Advocacy cases.
● Compliance & Finance: Supervised Bankruptcy Reporting and debt forgiveness processes; authorized
international wire transfers and check issuances for non-US customers.
● Awards: Twice recognized as a Special Awardee (Q3 2023, Q1 2024) for significant contributions to knowledge
management and process improvement.
Customer Solutions Teammate | 2020 – 2021
● Managed diverse account inquiries, specializing in card and purchase-related issues.
IGT Solutions | Alabang, Muntinlupa Quality Analyst | 2018 – 2020
● Quality Assurance: Monitored cross-channel communications (calls/emails) within the flight insurance department.
● Calibration: Led weekly sessions to identify operational pain points and system inefficiencies.
● Compliance: Collaborated with Business Excellence to ensure all tools and processes met GDPR standards.
Order Processing Specialist | 2017 – 2018
● Coordinated complex flight arrangements, including priority boarding and specialized service requests.
United Airlines | NAIA Terminal 1 Passenger Services Agent | 2017
● Managed "below the wing" operations, including check-in, boarding, and baggage handling for international
flights.
EDUCATION
Lyceum of the Philippines University | Manila Bachelor of Science in International Travel and Tourism Management
