Sheena J. Arip

My career started in the frontline as a Service Crew – Cashier, where I developed a strong foundation in customer service. Interacting with a wide variety of people helped me master the art of patience, effective communication, and handling situations with empathy and professionalism. That early experience taught me how to stay composed under pressure and resolve concerns efficiently.

From there, I transitioned into a Customer Support Agent role, where I provided assistance through various channels like chat, email, and phone. I became proficient in using CRM tools, particularly Zendesk, to manage tickets, document cases, and ensure timely resolution of customer concerns. I gained a deeper understanding of customer needs and how to balance both technical solutions and human connection.

Due to consistent performance and dedication, I was promoted to Subject Matter Expert (SME) and later to Team Leader. In those leadership roles, I wasn’t just responsible for meeting KPI's. I was also focused on coaching, motivating, and developing agents. I worked closely with team members to improve their performance, spot process inefficiencies, and implement solutions that led to measurable improvements in service quality.

One of the most fulfilling aspects of my job was being able to support others in reaching their potential. Whether it was providing feedback, running coaching sessions, or helping someone gain confidence in handling tough customer issues, I took pride in creating a positive and growth-oriented work environment.

I describe myself as coachable, collaborative, and solutions-focused. I thrive in environments that are driven by systems and processes, and I’m always on the lookout for better, smarter ways to do things.

Looking ahead, I’m excited to bring my experience, leadership, and passion for service to a role where I can continue learning, growing, and contributing to a team’s success. Whether it’s supporting customers directly or empowering others behind the scenes, I’m ready to make an impact.