Sherill Ann Chua

SHERILL ANN M. CHUA -- EXPERIENCE Financial Freedom Insurance, Remote - Virtual Team Lead May 2021 - April 2022 Report directly to the clients. Provides directions, instructions, and guidance to a group of people for them to achieve a specific goal. Provide real-time assistance and serve as the first point of contact for all concerns. TDCX, Malaysia - Account Executive (Sales) February 2020 - September 2020 Report directly to the Team Lead. While providing quality service, assists potential customers and recommends solutions that are appropriate for their business needs. CORE COMPETENCIES Inspire and motivate others Build relationships Collaborate and promote teamwork Expert In Delegating Tasks Accountability/Ownership Customer Focus Quality Focus Problem Solving skills Teledirect Telecommerce (TDCX), Malaysia - Account Specialist January 2019 - February 2020 Report directly to the Team Lead. Supports customers by educating and resolving their concerns while maintaining a high level of service. Concentrix, Q.C., Philippines - Team Lead (Collections) June 2015 - January 2019 Reports to Deputy Manager, Operations Manager, DPE, and Clients. Provides direction, instructions, advice, support, assistance, and coaching to help team members achieve their goals (e.g PTP, Kept Rate, Quality, etc.). Concentrix (IBM Daksh), Q.C., Philippines - Team Lead Apprentice (Mortgage) February 2013 - June 2015 Reports Deputy Manager, Operations Manager, DPE, and Clients. Provides direction, instructions, advice, support, assistance, and coaching to help team members achieve their goals (e.g AHT, Quality, etc.). IBM Daksh, Q.C., Philippines - Customer Service Representative (Mortgage) July 2012 – February 2013 Support Branch Staff, Brokers, and Solicitors. Liaise information about customers' mortgage/loans clearly and professionally. IBM Daksh, Q.C., Philippines - Quality Specialist Apprentice (Credit Cards) September 2011 – July 2012 Leads/supervises the team's Quality performance with emphasis on continuing to improve performance. IBM Daksh, Q.C., Philippines - Customer Service Representative (Credit Cards) July 2010 – September 2011 Supports customer card activation and assists in resolving refund and chargeback disputes in compliance with the credit card line of business. AWARDS Concentrix President’s Club 2014 ePLDT Ventus (Vocativ), Taguig, Philippines - Report and Data Analyst (Telco) June 2009 – April 2010 Analyzes raw data sent by our onshore partners and removes data that has already been processed and addressed. ePLDT Ventus, Mandaluyong, Philippines - Team Lead (Technical Support) June 2006 – June 2009 Reports to Operations Manager. Provides direction, instructions, advice, support, assistance, and coaching to help team members achieve their goals (e.g AHT, Quality, etc.) ePLDT Ventus, Makati, Philippines - Helpdesk Escalation Specialist December 2005 – June 2006 Contributes to center-wide AHT improvement. A dedicated escalation specialist to assist customers in resolving their issues. ePLDT Ventus, Makati, Philippines - Assistant Team Lead June 2004 – December 2005 Serve as a training ground toward becoming a Team Lead. Supports both new hires and tenured representatives in real-time. ePLDT (Parlance Inc.), Makati, Philippines - Customer Service Representative (Outbound) February 2004 – June 2004 Welcome and conduct a customer purchase experience survey while addressing any issues they may have. ePLDT (Parlance Inc.), Makati, Philippines - Customer Service Representative (Inbound) May 2002 – February 2004 Services customers’ concerns with their service and billing while maintaining quality service. EDUCATION Centro Escolar University, Manila, Philippines Bachelor of Science Major in Tourism June 1998 - March 2002