Sherill Ann Chua

I have been in the call center industry since 2002, focusing on customer excellence. Last year, I began working remotely as the VA Team Lead for an Insurance account. Where I give directions, instructions, and guidance to a group of people in order for them to achieve a specific goal. I am their first point of contact for all concerns and offer real-time assistance.

Prior to working from home, I was working overseas as an Account Executive in Sales, wherein I had to identify business opportunities by understanding their business models and business needs. 

On a daily basis, I attend to Sales Inquiry emails from clients by replying in a timely manner. I also set up calls to further discuss the products/services we offer. I prepare detailed features and benefits of our products/services and recommend solutions suitable for their business needs. I manage the entire sales cycle by securing deals, from setting up clients' accounts to end.

I also worked as a Collections Team Leader wherein I manage 15-20 agents. I guide my agents by briefing the team daily on progress and performance reports, KPIs, new product updates/developments, company policies, new procedures, and other matters. I also provide support to my agents by conducting one-on-one wherein I do temperature checks on how they are doing personally and as an employee. Provide coaching and feedback to ensure that they exhibit consistency in their performance. 

I began as a Customer Service Agent in 2002 and progressed through various roles such as Outbound agent, Assistant Team Lead, Escalation Coach, Team Lead, and lastly Report and Data Analyst. I transferred to another company in 2010 and started working as a Customer Service agent again, but this did not stop me from progressing as I was promoted to QA Apprentice, TL Apprentice, and then Team Lead. I've worked on a variety of accounts, including billing, technical, financial, e-payments, insurance, and flower accounts. Exposure to a variety of accounts and positions helped me become more adaptable, and also piqued my interest in learning more about the accounts and other responsibilities in order to improve my skills.

I have solid operations acquirements, and bold training competence needed to fulfill my tasks. I spent time working with my subordinates, developing and enhancing our skills. 

I can assure bringing my expertise, empathy, quality skills, compassionate helping colleagues, and the company to achieve business goals.