Sheena J. Arip

SHEENA J. ARIP --Purok 8, Barigon Tugbungan, Zamboanga, Zamboanga Del Sur, 7000 SUMMARY Customer Service Representative and Team Leader. Skilled in handling customer inquiries, resolving issues, and leading teams to deliver excellent service. Strong communicator, problem-solver, and team player. Passionate about creating positive customer experiences and improving service quality. EDUCATION WORK EXPERIENCE Western Mindanao State University Team Leader | Customer Service Representative Bachelor of Science in Computer Science 2013 - 2019 Vintazk Outsourcing | August 2020 - May 2025 SKILLS Customer Service & Support – Delivering exceptional service through clear communication, patience, and problem resolution. Experienced using Zendesk as CRM tool. Problem-Solving – Analyzing issues quickly and providing effective solutions to enhance customer satisfaction. Team Leadership – Leading, mentoring, and motivating teams to improve performance and achieve company goals Adaptability & Critical Thinking – Adjusting to changes in customer needs and company policies while finding innovative solutions. Ability to work independently and as part of a team Performance Management – Monitoring and evaluating team performance to ensure efficiency and quality service. Conflict Resolution – Managing and resolving disputes between customers and employees professionally. Lead and support a team of customer service representatives. Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed. Coach and train staff to improve performance. Analyze customer feedback to enhance service. Resolved customer complaints via chats, email and phone calls with emphaty, resulting in increased loyalty and repeat business. Handled escalated concerns efficiently, finding satisfactory resolutions for both customers and the company alike. Encoder/Verifier Department of Social and Welfare Development -Listahanan | 2015 Processed and verified data accurately. Maintained documentation for compliance. Reviewed validation output and performed specified manual checks on data to evaluate consistency and completeness. Improved efficiency through teamwork. Service Crew - Jollibee Cashier Jolly Management Solutions Inc. |- Provided fast and friendly customer service in a high-paced environment. Managed cash register operations, processed transactions, and ensured accurate handling of payments. Assisted customers with orders, upselling menu items to enhance sales. Maintained cleanliness and organization in the dining and counter areas. Worked efficiently with kitchen staff to ensure timely food preparation and service. Resolved customer complaints with professionalism to ensure satisfaction.