Shella Ravie Centino
(- | (--
439 N. Escario St., Cebu, Central Visayas
Experience
18 years of total experience
Oct 2015 - Apr 2018
(2 years 7 months)
Supervisor
FirstSource Solutions Limited | Central Visayas, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Banking/Financial Services
Role
Management
Position Level
Supervisor / 5 Years & Up Experienced Employee
Monthly Salary
PHP 40,800
As a Team Supervisor I manage 10-12 colleagues in guiding them to meet the set targets monthly. The task includes real time management on attendance, call quality, average call handling time, complaint handling and customer support service. As a Supervisor with a BPO Company I have developed my skills in coaching and interpersonal relationship management that helped me in guiding my colleagues to meet and exceed their goals.
Oct 2011 - Sep 2015
(4 years)
Publishing Consultant
Author Solutions | Central Visayas, Philippines
Industry
Printing / Publishing
Specialization
Sales - Telesales/Telemarketing
Role
Others
Position Level
Supervisor / 5 Years & Up Experienced Employee
Monthly Salary
PHP 20,000
•Generate possible clients through outbound prospecting calls.
•Consultative selling of publishing and marketing services.
•Ensure that authors are aware of Self - Publishing process.
•Responsible in generating book projects and hitting monthly, quarterly and year-end target.
•Strategic planning/marketing to generate more prospects
EXPERIENCES/SKILLS GAINED:
•Consultative telemarketing sales experience in book publishing.
•Good team player and Multitasking capabilities.
•Proven initiative and ability to work with minimal supervision.
•Excellent organizational and motivational skills.
•Excellent communication skills both written and on the phone.
•Persuasive in closing deal.
•Persistence in doing follow-up calls and emails.
Aug 2006 - Oct 2012
(6 years 3 months)
Unit Manager
Convergys Philippines Corporation
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Customer Service
Role
Supervisor/Team Lead
Position Level
Supervisor / 5 Years & Up Experienced Employee
Role
@Managed 10-15 agents to hit and exceed the target.
@Coached agents regarding communications, product specifics, call handling policies, motivation issues.
@Enhanced and developed agents for potential promotions.
@Conduct Data Analysis to understand the team's performance and improve results.
@Work with management closely to meet deliverable as a site.
Experiences
@Experienced taking calls and direct customer contact for 4 years because I started as an agent prior to the promotion. Up selling credit card products and services, discussing account status, bills and payments, account management and enhanced communication skills through customer interactions.
@Experienced managing people to drive performance. Enhanced relationship management skills to motivate, guide and lead the team in hitting and exceeding goals.
@Experienced admin tasks and reports directly to managers to collaborate with Data Analysis and to drive performance.
Accomplishments:
@Awarded as Top team for Customer Satisfaction Surveys for 4 consecutive months.
@Awarded as Top Sales agent for the team
@Awarded as top 2 for team's Sales Performance
Sep 2003 - Aug 2006
(3 years)
Project Coordinator
Cebu Home Builders Center
Industry
Construction / Building / Engineering
Specialization
Engineering - Civil/Construction/Structural
Role
Project Management
Position Level
1-4 Years Experienced Employee
I worked with Engineers, Architects and Home owners to assist them with their construction supply.
Hunt for projects all over and introduce the building materials we offer and to help them find the building materials they need.
Education
2000
Zamboanga del Sur Maritime Institute of Technology
Bachelor's/College Degree in Mass Communications | Philippines
Skills
Advanced
Customer Service Representative
Intermediate
Unit Manager, Project Coordination
Languages
Proficiency level: 0 - Poor, 10 - Excellent
Language
Spoken Written
Filipino (Primary)
10 10
English
9 9
Jobstreet English Language Assessment (JELA)
Date Taken
7 Oct 2015
Score
32/40
About Me
Gender: Female
Age: 38 years
Civil Status: Married
439 N. Escario, 6000, Cebu, Central Visayas, Philippines
Philippines
