Sheilar Milan

I’ve been in the customer service industry for more than 5 years now being in different roles. I’ve handled different accounts such as Telco, Healthcare, Online Food delivery, and e-Payment. As a customer service representative, I was able to assist clients through various channels like inbound and outbound calls, chats, and email for B2B and B2C customer support. As a Quality Specialist. I’m mainly responsible for conducting call audits, generating reports to see trends of the opportunities, facilitating calibration meetings, and working with other departments regarding RCA and implementing action plans. Being a Trainer, I’m responsible for facilitating in-person and virtual classes, act as a team leader during the nesting phase, create tips of the week and quizzes for the agents in the operations. I was also given a chance to spearhead a program launch on a different site as part of our BCP, and it was a success since we’re able to endorse 100% of the pilot team to the operations with flying colors. For tool navigation, I’m using Zoom, Canva, Microsoft office and Google Suite for facilitating virtual classes, creating infographics, data entry, generating reports, and creating presentations. I'm also comfortable using CRMs like Salesforce and Zendesk.