Sheen Marie Bolanos

Sheen Marie Gangcuangco Bolanos KEY COMPETENCIES Detail oriented Excellent communication skills Exceptional organisational skills Critical thinking skills Strong interpersonal skills Proactive and self-motivated PROFESSIONAL EXPERIENCE PayPal Philippines Customer Solutions Supervisor (Escalations) | 2022 - Present Supervised customer support operations for the Manila site and taking escalation calls Orchestrated end-to-end training programs, including new hire onboarding and upskilling Managed high-stakes executive escalations and served on a specialized backup unit handling fraud and financial risk cases Customer Solutions Teammate | 2020 - 2021 Resolved a high volume of general account inquiries, maintaining high customer satisfaction ratings Interglobe Technologies Quality Analyst | 2017 - 2020 Evaluated service quality across multi-channel communications (calls and emails) to ensure adherence to compliance standards Facilitated weekly calibration sessions to identify operational friction points and implement system-wide process improvements Order Processing Specialist (Back office) | 2017 - 2018 Fulfill ancillary requests like bags, seats, meals and special assistance either via call or via the airline website Issuing and re-issuing air tickets as requested by the passenger Coordinate with airlines and partners to resolve issues regarding ancillary or booking request EDUCATION Lyceum of the Philippines University - Intramuros, Manila Bachelor of Science in International Travel and Tourism Management | 2013 - 2017