Sheena June Yu

SHEENA JUNE J. YU Phase 9A, Block 11, Lot 25, Deca Homes Tacunan, Davao City Email and Skype:- - Educational Background: Notre Dame of Dadiangas University Bachelor of Arts in Mass Communication S.Y. 2004 – S.Y. 2010 Summary:  A self-starter and quick learner.  Versatile skill set with experience in customer service, strong interpersonal skills and written & oral communication.  Customer services specialist with extensive management experience.  Detail-oriented worker with administrative experience.  Strong customer service and communication skills.  Excellent interpersonal and team-management skills.  Accustomed to working in fast-paced environments with the ability to think quickly.  Excellent interpersonal skills, ability to work well with others, in both supervisory and support staff roles. Work Summary: Ayima Ltd SEO Analyst March 2018 – Present      Strong knowledge about popular SEO Tools (keyword tools, web analytics and internal reporting tools) Good command over written and spoken English language Strong organizational skills and ability to manage multiple, concurrent projects Ability to think creatively, strategically and identify and resolve problems Performing site specific keyword research, competitive analysis and detailed technical of the company's website/s to ensure the health of the website in the online space. Alorica Teleservices Team Leader/Operations Manager Apprentice (Lyft) November 2016 – June 2018         Assisted agents/team leads in a non-voiced transportation account and set performance standards to the team; Assisted in the success of the whole line of business as I am currently enrolled in an OM apprenticeship program; Helped organize scheduling of the part-time and fulltime agents for the line of business making sure that attendance will not be compromised; Anticipates problems and needs of a team and the LOB; Maintains the balance in between an agents’ requirements and business; Designs specific action plan in which agents and team leads needs to follow; Conducts supe-lead up-training, assisting with quality monitoring, assuming a temporary OM role to replace an OM on leave; Currently handling Passenger LOB and main POC of Driver LOB – taking charge of:  LOBs KPI  Team Leads KPIs  LOBs Attrition  Participates in Business reviews in discussing talking points for the handled LOB  POC in all concerns regarding agent or team lead KPIs, schedules, headcount, attrition, paid or unpaid time-offs, absenteeism, etc. Teleperformance Philippines Team Leader (Comcast SIK and X1) June 2013 – November 2016          Controlled all aspects of quality and productivity; Collaborates with each and every agent to provide and process information in response to inquiries, concerns, and requests about products and services; Handles issues and complaints with providing solutions to the team; Maintains confidentiality of the valuable information; Fully aware of information related to the product or services of the organization; Possesses good efficiency in the transaction processing; Prioritize, assign and review duties and work activities to meet productivity and quality goals; Spends time in the call center assisting and coaching agents; Analyze KPIs and understand interrelation of each KPI's (read behavior through monitoring and correlation). VXI Global Solutions, Agent/Subject Matter Expert (AT&T U-verse) January 2012 – June 2013        Provides and shares expertise to agents of the clients products and services; Serve as second-in-command in a call center team, providing back-up to the supervisor; Visible and available to lower-level agents who need help; Assists a supervisor by answering agent questions, coordinating team meetings and activities and providing coaching to agents; Functions as a buffer between call center agents and supervisors, providing guidance or direction on how to handle a request, the best way to proceed with an issue, or simply as an outlet for an agent to "vent." Role models and demonstrate excellent work habits, good judgment, thorough knowledge of products, procedures and processes, and possess excellent interpersonal skills for handling both internal and external customers; Follows-up with agents after a specific prescribed period of time to see if there is an improvement in their performance.